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The questions we get asked the most often!
Everything you need to know about your safety and our house rules.
What are the house rules?
All staying guests must present a valid, physical (no photocopies) ID upon check-in – this includes the second guest in the room (we allow a maximum of 2 people per room). We gladly accept all nationally recognized government-issued ID, such as: passport, driver's license, non-driver ID, active duty military ID, Department of Defense (DoD) card, global entry card, tax exemption ID. The name on the credit card used to check-in must match the photo ID shown.
You are not permitted to carry, store or possess firearms, ammunition, knives or weapons of any kind while at our hotel. We reserve the right to refuse service and ask you to leave our hotel if you fail to abide by this policy. This policy does not apply to law enforcement officers and designated military personnel who are on-duty and required to carry firearms in the performance of their duties.
We want you to feel safe at any citizenM hotel you visit, so we have some new house rules – please click here to read them. We’ll ask you to agree to them when you arrive at the hotel.
Our cleaning routine was already world-class – now, it’s beyond amazing. Click here to find out what actions we’re taking for your travel safety and hygiene. Download our free app to make your stay contactless!
What are the current vaccination requirements in Los Angeles?
In accordance with the new ordinance issued by Los Angeles City Council, as of November 4th we require all guests over the age of 18 who are guests of our hotels, or using the living room or gym, to show proof that they are fully vaccinated with the Covid-19 vaccine authorized for emergency use by the FDA or WHO. Our full vaccination policy is available to read here.
As an alternative to providing vaccine verification, prior to entry guests must provide digital or printed documentation from a testing agent, including a laboratory, health care provider, or pharmacy of a negative FDA-approved molecular (e.g., PCR) test or an FDA-approved antigen (e.g., rapid) test administered within the previous 72 hours.
We will validate vaccination status with a physical vaccination card, a photo of your vaccination card, and a government-provided digital record.
“Fully vaccinated” means that a person has received all the required doses of an FDA-authorized COVID-19 vaccine (two doses of the Moderna or Pfizer-BioNTech vaccines, or one dose of the Johnson & Johnson vaccine) or a WHO-authorized COVID-19 vaccine series, and 14 days have passed since the final dose.
Vaccines authorized by FDA / WHO
FDA has authorized the use of : Pfizer/BioNtech, Johnson & Johnson, Moderna/ NIAID.
Visit this website for most up-to-date information on travel to LA County and vaccines: http://publichealth.lacounty.gov/media/Coronavirus/
Apps we will take at kiosk to verify vaccination status:
- CDC Vaccination Card (or photo)
- Local Department of Health website for immunization records
- An official immunization record of a vaccine administered from outside the U.S.
- For international travellers, a physical vaccination card or photo is required.
Can I bring family and friends?
We welcome visitors to the public areas of our hotel. All visitors must wear face masks. Visitors cannot go up to the guest bedrooms.
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?
We are happy to keep your luggage safe and secure (for free!) on the day of your arrival and departure, as long as storage space is available. Please ask an ambassador if storage is possible.
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.
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?
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.
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. 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?
What protective equipment is the hotel staff wearing?
Our hotel teams are wearing face masks at all times.
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.
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