last updated on 07.01.2025
1. Scope
These terms and conditions are between you and citizenM and apply to all bookings of hotel rooms and meeting rooms (societyM) in any citizenM hotel, to the exclusion of all other general terms and conditions. See the full list of our citizenM hotels and the legal entities that operate these hotels here.
You agree that you will make reservations in good faith for legitimate use by you and your invited guests only and not for any other purpose, including but not limited to reselling, impermissibly assigning or posting on third party websites, or making speculative, false or fraudulent reservations or any reservation in anticipation of demand.
2. Rates
Room rates
The room rate charges agreed when you made your reservation will apply to your booking. Meals, mini bar, drinks and other extras are not included in room rate charges, unless otherwise agreed. Room rate charges must be paid on check-in (save in the event of cancellation); all other charges must be paid on check-out.
Meeting room rates
The meeting room rate charges agreed when you made your reservation will apply to your booking. Meals and drinks (other than coffee, tea and water) are not included in the meeting room rate charges, unless otherwise agreed. We cannot guarantee the availability of food & beverages if requested less than two days before your booking.
City tax and state tax
Depending on the hotel you booked city tax and state tax may apply. The city tax and state tax may change between the time of booking and the time of your stay in our hotel.
VAT and local currency
All charges are inclusive of VAT (and, in the U.S.A., city tax and state tax) and are shown and must be paid in local currency.
Invoice
An invoice will be sent to the email address provided at the time of booking or at the time of check-in. Invoices cannot be modified after check-out.
3. Cancellations, modifications and no-show
Hotel rooms
Booking cancellation – you may cancel your booking depending on your rate plan. Flexible, long stay, multi night, promo, and mycitizenM+ (paid member) rates – we will give a full refund if you cancel within the cancellation time of your chosen rate (please see the respective rate plan details). Prepay (non-refundable) rates – cancel with a full refund up to 24 hours after making a booking, via the chat box. No refunds will be issued after the 24-hour period ends.
Booking modification – you may change your stay dates depending on your rate plan. Flexible, long stay, multi night, promo, and mycitizenM+ (paid member) rates – changes are possible within the cancellation time of your chosen rate (please see the respective rate plan details). There is no change fee, but if the stay rates are higher on your new dates, you pay the rate difference. No changes are possible after the cancellation time has passed. Prepay (non-refundable) rates – change dates until 72 hours before arrival (11.59 PM local hotel time), via the chat box. Guest name and hotel are not changeable. If the new rate is higher, the difference is paid at check-in.
No-show – if you do not check-in on arrival day (no-show), or do not advise us of late arrival, the full stay amount including VAT (and in the U.S.A. city tax and state tax) will be charged, or is already charged, to your credit card on file. All remaining nights of the stay will be cancelled.
Cancellation of third-party bookings
If you have booked a room through the use of a travel agency or an online travel agency (such as Booking.com, Expedia and Hotels.com), you must cancel or modify your booking through the agency that you used to make the booking.
Meeting rooms
There is no charge for cancellation or changes made to the booking up to 72 hours before your booking. In the event of a cancellation or no-show within 72 hours of your booking, the full value of the booking including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file as a cancellation fee.
Food and beverage may be added, modified, or cancelled without charge up to two days before your booking. In the case of a cancellation or no-show within two days of the booking, the full order value including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file as a cancellation fee.
Refunds
Refunds are generally processed within five business days after your request to cancel or modify your booking.
4. Check-in (rooms)
Rooms: from 2pm on. If a room is available for early check-in, you can check in early. Depending on the hotel an early check-in fee may apply payable at the time of check-in.
5. Check-out (rooms)
Rooms: no later than 11.00 AM. If you have not checked-out by 11.00 AM, a late check-out fee may be charged to your credit card on file. If you have not checked-out by 2.00 PM we may charge an extra night. Open balances will be charged to your credit card on file. We can store your luggage on the day of your check-out.
6. Late check-out (rooms)
Rooms: Depending on the hotel, late check-out may be possible against payment of an additional fee.
7. Shortening your stay
Rooms: If you need to shorten your stay and you booked a prepay rate, the full value of your booking including VAT (and in the U.S.A., city tax and state tax) will be charged, or is already charged, to your credit card on file. If you need to shorten your stay and have booked a flexible, long stay, mycitizenM, mycitizenM+ rate, please inform our staff asap but at least before 11.00 AM on the day of your early check-out. If you inform us later than 11.00 AM, a late check-out fee, or the next night’s stay, will be charged (depending on the time of notification and the hotel you stay in) to your credit card on file. For more information see the respective rate plan details.
8. Room occupancy, children and extra beds
Baby cots and extra beds are not available. Maximum capacity of total guests in a room is 2. Only a child of age 10 or under can be an exception to this policy.
9. Food & beverage
Food and beverage from outside vendors are not allowed to be consumed within societyM or the public areas of any citizenM hotel, unless previously agreed. We reserve the right to a dd a cover charge of an amount equal to an equivalent product available in our hotel if this term is violated.
10. Age
If you are under age 18 and you are not accompanied by someone of age 18 or older we reserve the right to evict you from our hotel.
11. Pets
Pets other than service animals are not permitted. Emotional support animals do not qualify as service animals. If you or your party needs the assistance of a service animal during your stay, please notify us in advance of your arrival.
12. No smoking and vaping
Smoking and vaping are not permitted inside our hotels. If smoking or vaping is detected a fine will be charged to your credit card on file.
13. Right to refuse service
Refusal of service
We reserve the right to refuse service or evict you, without refund, if you (i) are under the influence of alcohol, drugs, or any other intoxicating substance and act in a disorderly fashion, (ii) disturb the peace of other guests, (iii) seek to use our hotel for an unlawful purpose, (iv) destroy, damage, deface, or threaten harm to hotel property or guests or (v) cause or permit persons to exceed the maximum allowable room occupancy.
Firearms and weapons
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 that you leave our hotel in the event 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.