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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, the additional guest cannot change for a different guest during your stay and you may not bring additional visitors. 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!
Where can I get a Covid test?
Do you need a Covid-19 test before traveling? Please see below for the nearest local testing options.
Please note, citizenM is not affiliated with the test providers and costs in any way, nor do we recommend particular test providers over any others.
Testing at hotel or at clinic
Carecube (for people with and without symptoms)
20 locations in Manhattan, Brooklyn, Queens and the Bronx
Details and booking: https://carecube.clinic/covid-19-test-for-travel/
Testing at clinic
cityMD (for people with and without symptoms)
315 W 57th St, New York NY, 10019
Details and booking: https://www.citymd.com/
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 bring family and friends?
Visitors are welcome at our hotel, vaccination status will be checked at the entrance.
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 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.
Do I need to be vaccinated to enter this hotel?
Yes. From 13 September, anyone entering or staying at this hotel who is over 12 years old must show proof of at least one dose of the COVID-19 vaccine authorised by the FDA or WHO.
This is consistent with the legal order outlined in the NYC Executive Order 225.
Please note, you must also show a government-issued photo ID card with the same verification information as on your proof of vaccination.
Is my COVID-19 vaccine valid?
The FDA authorises:
Janssen (single-shot vaccine by Johnson & Johnson)
The WHO authorises:
Serum Institute of India
Janssen (for emergency use)
Moderna, NIAID (for emergency use)
How do I prove I am COVID-19 vaccinated?
All hotel guests or visitors must show their proof of vaccination at the hotel kiosk. We accept:
– NYC COVID SAFE app
– Excelsior Pass
– CDC vaccination card (or photo)
– NYC vaccination record
– an official immunisation record of a COVID-19 vaccine administered outside the USA
– all international travellers must show a vaccination card, photo or EU app with QR code.
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?
Yes! Our living room is open as usual to all hotel guests for work, rest and play.
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.
Do I have to wear a mask at the hotel ?
Face masks must be worn in accordance with the rules set by each state. Please ask an ambassador for details.
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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