CitizenM Hotels
reviews & complaints

Be very careful and stay away from CitizenM hotels and their membership. Like most efforts to get clients to join company programs they offer you some minor bonuses and in this case I was a trial member of CitizenM and booked a two night stay with their online booking directly. When the membership trial ended I did not renew and they automatically cancelled my upcoming booking, kept the money and told me essentially to F off and ended the chat. You cannot contact the hotel directly, there is no phone number to call corporate and they essentially use their membership as an excuse to steal your money. The only way to reach out is through a chat bot which told me too bad. So they stole my money after cancelling a valid booking simply because a membership lapsed. They didn't ask for an additional non membership fee, or any other option. No money refunded. No booking, just stole my money. Stay far away from CitizenM M. Too bad too as their staff at the hotels are lovely.