Skip to main content (Enter)

how can we help?

We might have the answers to all of life's questions. If not, contact us.

our top 6 most-asked questions

The questions we get asked the most often!

coronavirus information

Everything you need to know about your safety and our house rules.

Can I use cash at the hotel?

We are now a cashless hotel. We are happy to accept all of the following cards: VISA, MasterCard, American Express, Maestro, Discover and JCB. All room nights must be paid on arrival. If you need to add extra nights, we will ask you to pay for them when we modify your stay.

Can I bring family and friends?

Visitors are welcome at our hotel, but must have a valid pass sanitaire (health pass) in one of the three forms: a proof of double vaccine, a negative Covid-19 RT-PCR test or antigen test result no more than 72 hours old, or a "certificat de rétablissement" (recovery certificate). We accept and scan paper and digital documents.

Can I store luggage at the hotel?

Our usual luggage storage service has changed for the health and safety of all staff and guests. Please ask whether it is possible to store your luggage once you arrive at the hotel.

Can I receive mail and packages at the hotel ?

We're sorry, we temporarily do not accept package deliveries, unless the guest is present at the hotel to collect the item in person. For everyone's safety, package storage is temporarily not available.  

Can I book a room ?

Yes, you can book a room, our hotels are open. Click here to make a reservation.

How can I access the hotel?

Our hotels are open, but the doors may be locked at night (or in exceptional circumstances). In that case, hotel guests enter by scanning their room key card. New arrivals use the intercom to reach the hotel team.

Is the hotel living room open during my stay?

Our living room is open as usual. Alcohol service is available from 6.00 AM to 1.00 AM. To access the public areas of the hotel (living room, dining room, cloudM or outdoor terrace), you must have a valid pass sanitaire (health pass) in one of the three forms: a proof of double vaccine, a negative Covid-19 RT-PCR test or antigen test result no more than 72 hours old, or a "certificat de rétablissement" (recovery certificate). We accept and scan paper and digital documents. Guests without one of these documents cannot access the public areas of the hotel and must stay in their room. Guests do not need these documents to order room service.

Is canteenM open?

Our canteenM is open for breakfast, lunch and dinner as usual. Alcohol service is available from 6.00 AM to 1.00 AM. To access the public areas of the hotel (living room, dining room, cloudM or outdoor terrace), you must have a valid pass sanitaire (health pass) in one of the three forms: a proof of double vaccine, a negative Covid-19 RT-PCR test or antigen test result no more than 72 hours old, or a "certificat de rétablissement" (recovery certificate). We accept and scan paper and digital documents. Guests without one of these documents cannot access the public areas of the hotel and must stay in their room. Guests do not need these documents to order room service.

Are the societyM meeting rooms open during my stay?

We're sorry, our meeting rooms are currently closed. Please keep checking for updates.

Can I come to the hotel if I do not have a reservation ?

At the moment, our hotels are open to registered guests only. Sorry, no visitors until further notice.

Do you serve breakfast?

Start your day right with a delicious buffet of hot and cold dishes, fresh pastries, granola, fruit and yoghurt. Finish with our fabulous barista-brewed coffee, tea or freshly squeezed juices.

Do you serve lunch/dinner/drinks?

Our canteenM is open for breakfast, lunch and dinner as usual. Alcohol service is available from 6.00 AM to 1.00 AM. 

How can I order lunch/dinner/drinks?

You can browse our food and drink menus via the citizenM app, on the MoodPad in your room, by scanning the QR code in canteenM, or simply asking an ambassador for a copy. Please order at the bar once you select your items.

Can I have food delivered to the hotel?

You may order food delivery to the hotel.  Please consume the food in your room – the food cannot be consumed in the public areas of the hotel.

 
What is citizenM doing to keep me safe?

We want you to feel safe at any citizenM hotel you visit. Our cleaning routine was already world-class – now, it’s beyond amazing. On this page you’ll see what actions we’re taking for your health and safety. You can also tell us when you want your room cleaned. It's easy – download our free app, or use the MoodPad in your room. For all stays 3 nights or less, we won't clean your room unless you ask us to. For all stays of 3+ nights, we'll clean your room every 4th day.

 

What protective equipment is the hotel staff wearing?

Plexiglass is installed at the front desk and at canteenM as extra protection. The hotel staff wear face masks, and they can also choose to wear visors and gloves.

Do I have to wear a mask at the hotel ?

All guests and visitors are required to wear face masks in the public areas of the hotel.

I cannot come because of COVID-19, can I cancel my booking free of charge ?

If you booked your stay directly with citizenM, this news is for you! Free cancellations are now available on most reservations with stay dates up to August 31st, 2021. You can usually cancel or change by 2.00 PM on arrival day, but there are a few exceptions. The policy for each rate is clearly shown while you book, so you can't miss it. You can also check it anytime via our free app, or on our website under 'my booking' link. 


You can cancel your reservation yourself through www.citizenM.com.

If you have booked through an external agent, such as Booking.com or Expedia, you will need to cancel the reservation on the website or travel agent you used to make the reservation. You'll find their contact details in your reservation confirmation email.

If you prepaid your booking with Expedia, you can request a refund from them directly by clicking this link.

If you booked with Booking.com, please reach their customer support by clicking this link.

 

bookings

How, what and where to book.

hotel information

Paris, New York or Taipei? Find all location-specific information here.

contact

All the ways you can get in touch with us.