Terms & Conditions

At the time of booking, you agree to the following Terms and Conditions. Each rate plan has slightly different terms, please scroll down until you find the rate plan that applies to your booking.

Early Bird Rate Plan and citizens Early Bird rate plan

(AKA: Nonrefundable rate plan, Special conditions rate plan, Saver Rate)

Cancellation/Modifications:

Cancellations or modifications are not possible at any time. If cancelled, the entire stay (minus city taxes where applicable) will be charged to your credit card. If the stay is shortened, then the original booking rates must be honored.

In Case of a No-show, the following penalties apply:

New York Hotel
in case of not showing up, the entire stay plus taxes will be charged to your credit card.

All other hotels
in case of not showing up, the entire stay plus VAT (excluding city tax if applicable) will be charged to your credit card.

Early departure
In case of early departure with an early bird rate the full value of your booking will be charged. In light of that, we suggest staying the entire length of your stay if possible!  

Flexible rate plan

Cancellation/Modification policies:

New York Hotel
48 hours before day of arrival. Cancellation free of charge before this time period, late cancellation means 1 night charged. First night will be charged in case of no show.

London Hotels
24 hours before day of arrival. (by midnight the previous day of the arrival date) Cancellation free of charge before this time period, late cancellations and/or no shows will be charged the first night stay.

All other hotels (Glasgow, Amsterdam city, Amsterdam Airport, Rotterdam, Paris Charles de Gaulle)
Cancellations or modifications can be made up to 14:00 (local time) on the day of arrival. Late cancellations and/or no shows will be charged the first night stay.

If you need to shorten your stay with a Flexible rate booked, please inform staff asap but at least before 11:00 local time on the day of your early check out. If notified between 11:00am and 4pm (6pm for New York Times Square, and 8PM for Schiphol and Paris Charles de Gaulle), a late check-out fee will be applied. If notified after the late check-out period, the next night’s stay will be charged.

No show

New York Hotel
in case of not showing up, the amount of the first night plus taxes will be charged to your credit card.

All other hotels
in case of not showing up, the amount of the first night plus VAT (excluding city tax if applicable) will be charged to your credit card.

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 under the age of 10 can be an exception to this policy.

citizens flexible rate plan

Cancellation/Modification policies:

New York Hotel
2pm day of arrival. Cancellation free of charge before this time period, late cancellation means 1 night charged. First night will be charged in case of no show.

London Bankside Hotel
2pm day of arrival. Cancellation free of charge before this time period, late cancellations and/or no shows will be charged the first night stay.

All other hotels
Cancellations or modifications can be made up to 18:00 (local time) on the day of arrival. Late cancellations and/or no shows will be charged the first night stay.

If you need to shorten your stay with a citizens flexible rate booked, please inform staff asap but at least before 11:00 local time on the day of your early check out. If notified between 11:00am and 4pm (6pm for New York Times Square, and 8PM for Schiphol and Paris Charles de Gaulle), a late check-out fee will be applied. If notified after the late check-out period, the next night’s stay will be charged.

No show

New York Hotel
in case of not showing up, the amount of the first night plus taxes will be charged to your credit card.

All other hotels
in case of not showing up, the amount of the first night plus VAT (excluding city tax if applicable)  will be charged to your credit card.

Groups rate plan

Groups of 11 or more are considered groups bookings and are subject to their own terms and conditions set forth by the citizenM Groups team. Please refer to your groups booking contract for the separate terms and conditions. The below house rules still apply.

House Rules

At citizenM, we value respect and kindness to all persons. We will not tolerate abusive language or aggressive actions toward our guests or staff. We have established these house rules so that everyone can enjoy themselves to the max.

Age
Every room must have at least 1 person of age 18 or older to stay at citizenM. If underage guests are not accompanied by someone of the age of 18 or over, citizenM reserves the right to eject the underage guests from the hotel.

Check in
From 14:00 local time on.

Check out
Until 11:00 local time.

Early departure
Please see the conditions of your rate plan above.

Late check out
Late check-out can be arranged in the hotels listed below at an additional fee upon check-in at the hotel.

For Amsterdam City, Rotterdam, Glasgow, and all London hotels, if you pay €/£29 you have until 16:00 local time to get those bags packed and depart from your room.

New York Hotel        $69,00 Check-out time is 6pm

Schiphol Hotel        €39,00 Check-out time is 8pm

Paris Charles de Gaulle Hotel        €39,00 Check-out time is 8pm

Noise complaints
Please be courteous to the ambassadors and guests. Failure to display respect to all citizens will not be tolerated. We believe in kindness and respect to all people.

Room Fees

All room fees are subject to payment at the time of check-in. If a room has not been prepaid, the arriving guest is responsible for the payment.

The rate quoted in the local currency of the hotel at the time of booking is the agreed rate between the hotel and the guest. If the payment is made in a currency other than the currency of the customer’s country of residence, the exchange fees will be the responsibility of the customer.

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 under the age of 10 can be an exception to this policy.

Accepted forms of payment
American Express, Visa, Euro/Mastercard, Debit cards. The hotel reserves the right to pre-authorise credit cards prior to arrival.

At all hotels (except New York Times Square and Paris Charles de Gaulle), an additional one time fee (per room) of €/£2.50 will apply for payments by creditcards (Visa, American Express, Mastercard).

Cash is not accepted for room payments. If another form of payment is not available, citizenM reserves the right to deny service. If a reservation is not used and goes to no-show status or is cancelled out of policy, citizenM reserves the right to claim penalty from the credit card on file.

Online Travel Agency/Travel Agency bookings:

If a reservation is created by a travel agency or an online travel agency (such as Booking.com, Expedia, Hotels.com etc), the reservation must be cancelled or modified through the agency from whence the booking was made.

Agreements made between the guests and the travel agencies do not affect citizenM. For example, if a guest pays a travel agent, but the travel agent fails to pay to citizenM by the time of check-in. The guest must pay citizenM directly.

Pets
Pets are not allowed in any citizenM hotel. The exception to this is for service animals.  If you or your party needs the assistance of guidance dogs, or other service animal, during your stay, please notify us in advance of your arrival. We also reserve the right to ask for the documents of the service animal. Though we want every citizen to feel at home, we can’t have your furry friend running around the lobby unattended.

No smoking or Vaping

Smoking and vaping are not permitted inside the hotel. If smoking or vaping is detected, a fine of €150,- ($250 in New York) will be charged to the credit card used to guarantee the booking. Just pretend you’re on an airplane, and wait to have that cigarette outside, in designated smoking areas.

Damage

Any damage to rooms or the hotel premises caused by your party during the stay, and/or items missing upon departure, will be charged to the credit card used to guarantee the booking. This is to be determined by the manager on duty. This one is plain and simple for all humans: please be respectful of others’ belongings.

Recording or Photography in the hotel:

Any audiovisual recording, photo shoot, reproduction or representation of images including the premises and buildings of the hotel other than for strictly private use is subject to the prior authorization of citizenM. Permission can be obtained by contacting us at press@citizenm.com

Lost and Found:

citizenM is not responsible for any lost or stolen items in the hotel. If an item is left behind by the guest, it is the responsibility of the guest to arrange transport of said items.

By not following our house rules, citizenM reserves the right to deny service at the discretion of the ambassadors.

Wi-Fi Internet access inside the Property, and especially in the reserved rooms, in case of a complete or partial malfunction of this service, for any reason whatsoever during the duration of the stay in the Property, the Customer will have no right to termination of the reservation, a refund for the reservation, or any compensation whatsoever.

Privacy

During the reservation process, and also during your stay, just by going about our business, citizenM collects your personal data. In order to be citizenly, this data is processed in accordance with our Privacy Statement and also according to any applicable laws and regulations. 

Force majeure

citizenM does not accept liability or pay any compensation for citizenM’s failure to provide services contracted due to circumstances beyond citizenM’s control, such as acts of God, (natural) disaster, fire, (acts of) war and terrorism, strikes, riots, civil disorder, governmental regulations, industrial disputes, adverse weather conditions or any other exceptional and catastrophic event, circumstance or emergency, making it impossible, illegal or preventing guests from staying in our hotels. We can’t control the universe. We thank you for your understanding.