how can we help?
We might have the answers to all of life's questions. If not, contact us.Chat with us
The questions we get asked the most often!
Everything you need to know about your safety and our house rules.
How, what and where to book.
Paris, New York or Taipei? Find all location-specific information here.
Do you have a shuttle?
at citizenM we do not provide shuttles. But feel free to arrange your own. Most airports provide these services.
What is the check in time ?
Our check-in starts at 2.00 PM.
Are you arriving before 2.00 PM? You can check-in early at no extra charge if there are rooms available. Early check-in cannot be pre-booked in advance.
Until what time is the front desk open?
Our front desk is always open (yes, 24/7!) and an ambassador is always available to help you with anything you need.
Do I need an ID when checking in?
Some countries require you to show ID at the time of check-in. Your booking confirmation email will include this information if needed.
The following ID is accepted: passport, driver's licence, any type of ID valid for travel (for example, national ID cards within the EU).
Your data will only be used for identification, age verification and security purposes.
Can I smoke inside the room ?
citizenM is a smoke-free zone, this includes all kinds of cigarettes, even those funky electronic ones. All our rooms are also non-smoking. A fine applies for not respecting this policy.
How old do I have to be to stay at citizenM?
The rules are different per area, so please check your destination below:
- Europe - you must be 18 years old or older to book a room and stay at citizenM. All guests under 18 must stay with a legal adult - 18 years old or older. To visit our cloudM rooftop bars, you must be 18 years old or older.
- USA - you must be 18 years old or older to book a room and stay at citizenM. All guests under 18 must stay with a legal adult - 18 years old or older. An ID will be required upon check-in for all guests. To visit our cloudM rooftop bars, you must be 21 years old or older.
- Asia - you must be 18 years old or older to book a room and stay at citizenM. All guests under 18 must stay with a legal adult - 18 years old or older.
Do you allow pets in the hotel?
Pets are not permitted at any citizenM hotel - with the exception of service animals. If you (or your party) need the assistance of a service animal during a stay, we kindly ask you to notify us before arrival. Emotional support animals do not qualify as service animals.
Can I receive mail and packages to the hotel?
We only accept deliveries to the hotel on the day of your arrival or during your stay. Please make sure the name on the package matches the name on the booking.
All packages and letters received before your arrival or after your departure will be returned.
What kind of rooms do you have?
We have only one kind of room – the perfect one! See what we have to offer here.
Do you have twin beds?
Our rooms are beautifully (and practically) designed to hold one XL king-size bed. The size is perfect for two adults to share. There is no space in the room for twin beds or extra beds.
Do you have family rooms or rooms with connecting doors?
We do not offer family rooms, or rooms with connecting doors, but we will be happy to assign you rooms next to each other if you let us know in advance. Tell us here or leave a note when booking.
Do you have disabled access rooms?
Yes, we have disabled accessible rooms. If you need one, please let us know here.
Do you have rooms suitable for guests with allergies?
Yes, all our rooms are hypoallergenic! No feathers, no carpets and our furniture is upholstered with synthetic materials. We do not allow smoking or pets in the rooms.
Can I get a room with a view?
There are no bookable rooms with views at this hotel, but please leave us a note in the comments section during your booking, and we'll see what we can do. Please keep in mind we cannot guarantee a view.
Do you have an ironing board in the room?
There are no irons or ironing boards in the rooms – but each hotel has iron heaven where you can banish the wrinkles anytime. Iron heavens are all open 24/7. Ask an ambassador for the location of iron heaven in your hotel.
Do you provide extra beds or baby cots?
Our rooms are beautifully (and practically) designed to hold one XL king-size bed, perfect for two adults to share. There is no space in the room for twin beds or extra beds. However, the enormous bed has enough space for you and the baby to fit comfortably. Feel free to ask for extra pillows or blankets if needed.
Do you have a hairdryer in the room?
Every room has a powerful hairdryer (it's hiding under the sink).
Do you provide toiletries?
You'll find full-size AM and PM shower gel/shampoo in the shower, and hand soap at the sink. All other toiletries (toothpaste, lotion, shaving gel, etc) are available at the front desk, so please tell an ambassador what you need.
Do you have a safe inside the room?
There is a safe for your valuables in every room – either in the closet or under the bed.
It there a private toilet and shower in the room?
Yes, our rooms have a private toilet and shower behind a frosted glass enclosure for privacy. Our Amsterdam Schiphol, Amsterdam South and Glasgow hotels have individual (and futuristic) shower and toilet pods. There are curtains for extra privacy. Fun fact: you can change the colour of the light in the shower to suit your mood (any colour except tartan).
Do you have bathtubs?
There are no bathtubs in our rooms, but our showers more than make up for that. They are truly jetlag-busting and you can set the light colour to anything you want (except tartan).
Is there Wi-Fi in the rooms ?
Superfast, unlimited, free Wi-Fi is available in every corner of the hotel and in all rooms, always.
Do you have windows that open?
For security and soundproofing reasons, the windows in our rooms do not open.
What’s on TV?
Your smart TV is pre-loaded with all kinds of great stuff! There are local and international channels to watch, and there’s radio too (in selected hotels). Don’t miss our own channel with stories, fitness videos and specials. Dreaming of streaming? The TV in your room is both AirPlay and Chromecast-enabled! Cast from your iOS or Android device to watch Netflix, Amazon Prime, Disney+ and many more. You’ll find everything (and all the instructions) on the room’s MoodPad tablet, and on the app (download it here, it’s free!). Apple users – to watch Netflix, please use Chromecast.
Can you store my luggage?
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 arrange a surprise?
In the wake of COVID-19, our hotels are taking all the necessary precautions to keep our guests and teams safe. This includes no non-essential items in the rooms, as well as minimizing the footprint in our guests rooms both pre-stay and during. We apologize for any disappointment this may cause, however your health is top priority to us.
Do you provide laundry service?
There are no laundry or dry-cleaning facilities at citizenM hotels, but our ambassadors are happy to recommend local cleaners and laundromats if you need one.
Do you have a gym ?
There are no gym facilities at this hotel, but you don't have to give up on fitness (unless you prefer to run a movie marathon in bed, of course). In our movie library, you'll find workout videos made especially for your room. You can also use the free Wi-Fi to stream your favourite workout video. Our city guides have running maps too.
Can I rent a bike ?
We do not have bikes at the hotel, but please ask our ambassadors to recomment a great local bike rental place.
What are the breakfast times and price?
Breakfast is served from 6.30 AM until 11.00. It is possible to have breakfast earlier than 6.30 AM, just let us know in advance to arrange this. The price of the breakfast is 159 DKK per person.
Can I add breakfast to the booking?
Yes, you can add breakfast with one click while you're making your reservation. If you aren't sure yet, simply buy it on the day of arrival or in the morning. The price is the same.
Do you provide breakfast for people with dietary requirements?
Yes, our breakfast has something for everyone! You'll find options for vegan, lactose-free and gluten-free diets. If you have other special requirements, let us know in the comments during the booking, and we will do our best to accommodate you.
Do you provide lunch and dinner?
Yes, we serve delicious hot meals 24/7 at canteenM. Cold food, snacks, drinks and coffee are available 24/7.
How, what and where to book.
All the ways you can get in touch with us.