citizenM Reviews

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

Booked via bookings.com upgrading to King Room Iconic View what I got was a accessible room on 4th floor. Despite there being plenty of time concerning allocation, they still withdrew full amount of my money, that was their form of like for like - received a garbled message about no Iconic View rooms available, no refund.
Contacted CitizenM twice via WhatsApp and email no response.

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.

We only use the Tower Bridge Hotel, have done for 5 years now, three times a year.
Sadly the standards from cleanliness, check in ease and just overall service have seriously declined the three visits. Also since Citizen prices have risen exponentially, others now offer better value.
Decided after last trip to no longer use or recommend. The last visit ended with with a serious overcharging issue (again) that, was only resolved once the card company was involved. Mistakes happen, its how you deal with them that makes the difference.

So long guys, it was great while it lasted, take care.

They set up a cuddly ‘love your shoes’ vibe but it’s all corporate bs- avoid them, a very unpleasant experience.