how can we help?
We might have the answers to all of life's questions. If not, contact us.
Everything you need to know about your safety and our house rules.
Can I use cash at the hotel?
We are a cashless hotel (but we do accept cash in absence of other payment). 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 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.
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.
Is the hotel living room open during my stay?
Yes! Our living room is open as usual to all hotel guests for work, rest and play. Please observe the local social distancing rules while they are still in place.
Are the societyM meeting rooms open during my stay?
Yes, societyM meeting rooms are open for bookings! For your safety, all rooms are fully cleaned and disinfected after every meeting.
Do you serve breakfast?
We still serve the lovely citizenM breakfast, but slightly different. For your safety, there is no more buffet, but you can choose breakfast on a tray or in a bag. Breakfast includes a hot item. Enjoy in canteenM or in your room.
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 by 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, but for everyone's health and safety please ask the courier to wait for you outside. Please consume the food in your room.
What is citizenM doing to keep me safe?
What protective equipment is the hotel staff wearing?
Our hotel teams are wearing face masks at all times.
Do I have to wear a mask at the hotel ?
All people 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 31 March 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.
How, what and where to book.
Paris, New York or Taipei? Find all location-specific information here.
All the ways you can get in touch with us.