citizenM hotels Reviews 102

I’ve been using CitizenM hotels for a few years now…I decided last year to subscribe to their paid membership CitizenM+ . At first it was fine, use their hotels enough and it pays for itself. However, for the past month I’ve been locked out of my account, seems to be a tech error…I certainly pay my subscription and have recently moved into my second year. My profile is gone, my history is gone, I have no access to my pending bookings…and guess what? I can’t get help. This whole new people-less, soul-less experience is heartbreaking. Want to chat? You can speak to a bot, eventually, and I do mean eventually, I think it is a human that intervenes, but if you haven’t waited around for the intervention they just close the conversation, it takes so long to get someone on the platform to engage, by the way, with the subscription service you are supposed to be prioritised, god help those who haven’t subscribed. Ok, when a human intervened and had left the conversation I rejoined and got someone else….had to start all over again, that was too time consuming. I asked for an email address, which I received. I emailed, I got a response 3 or 4 days later saying my issue was resolved and if I needed to get back in touch I now had a case reference and a point of contact…my issue wasn’t resolved, I emailed back with my reference and 4 more emails from me with no response, I. Still haven’t managed to hear back…so, next port of call? Twitter, got an automated response to say a human would be with me shortly….nope, 5 days later an apology but issue not resolved. Facebook? Messenger? No response….4 weeks in now, I bombarded all comms points today, Messenger came back to me but wasn’t quite following my problem…I finally asked for escalation again….watch this space, as of today still no resolution. So, would I recommend???? Take a guess?

the cancellation policy is not clear.
was told to cancel 14 days to not be charged...
However, i thought that was for the reservation i made, not giving the membership a spin to see if it is worth it. well, it is not! its mediocre at best. Sticking to the hotels I know. 1st and last time staying with the money grabbing hotel.

Impossible to contact. They don’t answer the phone. The chat bot does not work. No way to know if I have a reservation: they are ghastly incompetent money grabbing monsters. I hate the cynicism of using a lack of contact to tell the customer in effect to go f*** themselves.

I was looking for a specific stay over 2 days and was was promised a good discount on the nightly stay if becoming member, so I paid EUR 100 for a yearly membership and then suddenly the price had risen to what none members pay. What a scam. I will never stay in citizenM.

I read some one-star reviews on here and other places, so was hesitant to book at first, until a colleague suggested this specific hotel (Amsterdam Schiphol Airport) without me mentioning it.
He was right!
The rooms are small, yes, but they make maximum use of the space. Shelves, a desk/seat, wardrobe and a large drawer underneath the bed. The wet unit contains a toilet and shower, while the sink (with plenty more shelves) is outside it - this too helps make maximum use of the space. There's a curtain between the wet unit/sink and the bed so even with company you have privacy if you need. Lights, coloured bathroom light, blinds, curtains, airco, tv (dozens of channels), radio and chromecast - all remote controlled using a friendly interface on an iPad. My 4th floor view was other hotels, offices and the traffic surrounding the airport, but whisper-quiet despite that. I spent late evening hours in bed catching up on Netflix.
Staff was friendly and quick. Self-checkin and -out was easy at the terminals, including payment by card - if needed help was a glance away. Food options on the menu were modest (I'm vegetarian though so..), but good, and the bar/restaurant being open 24/7 was very nice.
Walking distance from the airport and trainstation, most of it covered walkway.

The only thing missing really? A rooftop swimming pool. Come on guys, make it happen!

I stayed at the citizenM hotel at Amsterdam Schiphol airport for its location. Everything about this hotel is strange, weird and alienating, starting with the way all the communications refer to guests as"citizens". Smallest rooms you will ever see. There's no bathroom. The toilet is just there in the room. Expensive too. Have to use an iPad to open blinds or control TV or lights; it's complicated, fiddly and several of the functions didn't work. Bed was hard and uncomfortable. It's a weird concept and overpriced. For the money, I would rather have stayed at the Sheraton.

Do not sign up for citizenM plus membership. No option to cancel for at least a whole year! Despite it stating I can cancel anytime on online account portal. But small print states only cancel at any time after the first year! Absolute shocking customer service when went on live chat to complain. Got mocked for my disability (have all the screenshots of the live chat as proof of this) absolutely unacceptable. Won’t ever stay in a citizen m hotel again.

During my stay I felt really poor, I'm pretty sure A Dutch prisoner has a better place to stay. During check-in there was a computer terminal waiting for me with some home made software... The room was less then half the size of any other hotel. The toilet is in the middle of the room. I was staying at the one @ Schiphol airport, the TV had one single Dutch channel, every channel the voice was out of sync with the video signal in other words the whole experience was a horror show. It's very suspicious why anyone would write a positive review about such a horror hotel, just stay away from these experiences unless you want to get depressed.

I keep on receiving spam emails with special offers and discounts without signing up for it. You need to put in your email address to get the reciet but when you fill it in you get on the spam list.

Rooms are cute with good use of space. However I was unable to determine if they were ADA compliant. No enough power outlets in room. Stay for me was a little difficult. However staff was exceptionally helpful and kind.

I am 17 minutes (and counting) waiting on the phone to try and talk to a person. I am also on their chat service which is not much better. In fact the chat auto-closed just now while I was waiting on an answer from the agent and the pop-up notification had the cheek to say that I had disappeared 'like a magician'. Dont get me wrong I am not blaming the support guys, I always found them to be very helpful. However, I would hazard a guess that they are overworked and have to field multiple queries at any given time, leaving them little time to give decent customer service. So I will lay this complaint at the feet of the chain itself. And one final thing before I go - fix your payment system and have it set up for SCA - Strong Customer Authentication - maybe this would alleviate some of the backlog to the support team, if they dont have to deal with failed bookings and payments on your site because its not set up properly.

Dear Sir,
I am Mr De Leonardo and I was in your Hotel in San Francisco checking in October 6th and checking out October 10th.

My room was number 416.

On the morning of October 7th we could not take a shower because after using the bathroom the dirty water came out of the shower.
I reported the incident to a girl at the reception who did not show any displeasure.
Of course I wrote a review about it.
Mrs Alysia Laidlaw told me to get in touch with her. Obviously there are no emails on your website, the chat does not work and no one answers the phone. I also tried Facebook without receiving any response.
I am speechless…

Giancarlo De Leonardo

I am a solo traveller and travelled to many places to know what is good and what is not.

In this hotel, too many bad touch points during my stay - tired and stressed from a long commute to London only to find there was no kettle in the room to make a simple cup of tea in my own room, when I went downstairs to the bar to ask for hot water they said “hotel wants to encourage social activity” which is not I want at the end of a long day yeah.

Badly organized cleaning timinings. The room was too cold despite maximising the temeperature.

Not forgetting staff that were super not keen to help me with my suitcases, 2 large suitcases, that myself (I am petite size) and the lady cab driver had to lift and manage ourselves when checking out. The staff in the hotel were strong men too, so I don’t see why they were so unkeen on helping. Very disappointing.

Bad view of the marks and Spencer building despite being near the river. Not worth the almost $500 I paid per night staying in this tiny room hotel. Too expensive for too many bad touchpoints. Do not recommend.

I suppose the only saving grace was the tv connects to your own device and the shampoo had a nice smell, other than that I won’t be going back.

Stayed here for my 40th birthday, had problems with the tv called for someone to come to the room and waiters over an hour before finally giving up and going to sleep!

Ask to speak to the manager who then said she would get back to me but half hour goes past still hasn’t bothered to get back to me.

I ordered a coffee get told they don’t do table service but they said they would bring it over to me!

A young man came with the coffee holding it with his hands by where I would be drinking from it not even on a saucer or tray just dumped it on the table and walked away while I was trying to talk to him, didn’t even bother to take any of our user cups from the table to give us more room!

Still nothing from the manager so I go to find her again and ask what’s happening and she said she would call me but still haven’t heard back from her since Sunday morning

CitizenM Bowery is a great hotel! Amazing staff and I loved my room + view. I can highly recommend this hotel.

Fantastisk god stemning på hotellet i Kbh. Meget imødekommende og serviceminded personale.

The hotels have no e-mail address, the phone numbers are not working and the chat box keeps closing with a message saying that no chat box employee is available. This is such crap. I want to cancel my booking and the booking number is not working as well. BAD BAD company!!

No tea/coffee making facilities in the room, no fridge, window didn’t open, room was controlled via iPad, which crashed leaving us in the dark, tele turned itself off frequently, air con/heat didn’t work, and breakfast was a whopping 15 pounds, regardless of how little we ate. Items weren’t individually priced! So a definite no from me. The room was more like a pod and the other guests could be heard clearly

First off - I haven't stayed there yet! But I spent yesterday afternoon trying to book 3 separate rooms for myself and friends and found it a disappointing experience. The main issue was that the days for which I wanted to book had gone up in price (a lot!) between me researching last weekend and then actually booking - so it seems to work like Easyjet - the prices move around. This morning I tried to book another room and found the price had gone up by a few more pounds.
The other issue was that the website seemed to get confused because I was booking 3 rooms - 2 for 2 nights and 1 for 1 night. Eventually I downloaded their app to my phone and it seemed to work much better.
The Tower of London CitizenM has been recommended for an event I am attending, so I am hoping the recommendation will prove well-founded. Time will tell.

Had the best time at the Bowery hotel in New York. After a long journey I had the the best welcome by one of their friendly employees.
The room was great, location is perfect, and wonderful view of the city from the room!! And if that's not enough, there's always the rooftop bar :)
Will definitely come back - thank you for a wonderful stay.