citizenm.com Reviews
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2.3 / 5
Average user rating
100
Total reviews
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citizenm.com Reviews
Read real experiences from customers of citizenm.com.
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JM
March 27, 2026
CitizenM Los Angeles
Love love love this hotel!Staff really friendly, helped me out with ice for my broken arm and even carried it to my room as I couldn't.Room awesome, cool decor, set out really well, bed super comfy, bathroom lighting any colour you want (including my fave, pink).(Hated the check in on the touchscreens but got past that).Thanks to all for a great stay. want to go back to LA just to stay here again :-) Hopefully I will do one day, it's far from Europe though
SG
March 17, 2026
Stayed in South Beach
Stayed in South Beach, Miami.This morning I went for a run. I was locked out of the room and couldn’t get in. It was done on purpose by the hotel manager. She did that because of a glitch in their system that didn’t authorize my card for incidentals. I was not told there is a problem. Instead of telling me, they just locked me out. Even then, instead of apologizing she argued with me showing 0 trust and appreciation for being a loyal guest of Citizen M since day one.
Soozles H
March 10, 2026
The downfall of Citizen M....
...since Marriott took over! It has been nothing short of hell! I hate it. What Citizen M had as a system for booking meeting rooms was fabulous, however since Marriott came in, you can't book online, you have a 3 - 5 day wait. Had a customer agent cough down my ear, got my name, dates and times wrong after reconfirming. I hate it, hate it, hate it! Never again
Harold K
March 8, 2026
VERY CONCERNING!!!
Stayed at citizenM Glasgow and had a very concerning experience. Around 3am I returned to the hotel and entered with my key card as normal. Me and my friends and I had just picked up some food and planned to briefly sit in the lobby area to eat before they left.The security guard immediately stopped me and my friends and demanded to see our key cards, while other guests were allowed to walk in and out without being questioned!We were the only group stopped and we were also the only Black guests entering at the time, which made the situation feel discriminatory and very uncomfortable.The situation escalated and later police were called and we were required to leave the hotel in the middle of the night despite me being a guest!!!I have already contacted citizenM corporate and requested that they review the CCTV from that night. I hope management investigates this properly because the way this was handled was extremely distressing.
Shannon
March 8, 2026
Do not book! No refund received.
Still waiting on a refund from a cancellation I made in early December. It is now March. THREE MONTHS. The booking was fully refundable and cancelled within the allowed window.Neither citizenM nor Marriott have bothered to respond to me about this. No email, no update, nothing. My money has essentially just vanished.I genuinely cannot believe a company of this size thinks this is acceptable. Do not book here unless you're comfortable potentially never seeing your money again!
Nessinoo
February 15, 2026
Paris Stay
I arrived at the hotel at 1:30am after an incredibly long and stressful day of travel, and I was greeted by (I believe her name was Emily) who was absolutely wonderful. She was warm, smiling, calm and genuinely kind — exactly what I needed after what I’d been through at the airport. It made such a difference to be welcomed by someone who felt like a breath of fresh air.The room was spotless and beautifully designed. I loved the tech-forward setup — it took a little getting used to, and occasionally the blinds and lights seemed to have a mind of their own, but it didn’t bother me at all.Breakfast was delicious with a really good variety of hot and cold options — and roast potatoes at breakfast was a first for me (and a very welcome one!). Again, the staff were friendly and helpful.One small suggestion would be the option of hot drinks in the room. After arriving very late and feeling quite cold, it would have been lovely to make a tea without heading back downstairs — although I appreciate this may simply be a French or brand standard.My only other small criticism is that I had booked a late checkout until 2:00pm, but unfortunately the message hadn’t reached housekeeping and I was disturbed while catching up on some much-needed rest. It wasn’t a major issue, but after a disrupted travel schedule, that extra rest was important.Overall, a genuinely lovely stay with kind staff, and I would absolutely stay again.
LUCIA BEVILACQUA
January 24, 2026
Expensive stay, zero protection for guests
My experience with CitizenM London Tower of London raises serious concerns regarding guest safety and accountability.During my stay, high-value personal jewelry disappeared from my room. I immediately informed hotel management and filed an official report with the Metropolitan Police.Although the hotel initially expressed concern, after prolonged correspondence they concluded that no evidence was found and therefore no responsibility would be assumed. No compensation or alternative resolution was proposed.For an international hotel chain positioning itself as modern and trustworthy, this level of disengagement after a serious incident is unacceptable.I would strongly discourage anyone carrying valuable belongings from staying at this property.
BRADLEy Wheeler
December 5, 2025
THUMPING party - First let me say that the person…
First let me say that the person helping my husband right now is doing a great job job and he is trying very hard and he is very kind - the issue is LOUD THUMPING music - it’s 11pm - for hotel guests with jet lag - AWESOME - also this is supposed to be a sound proof hotel - really far from that. Called Marriott- got the MOST UNHAPPY, ANGRY Employee - never employee do the month I am guessing - said I WAS IN ROME and he was at a call center in Kansas - so basically I should be happy to listen to thumping music? Seriously!
Anna
November 9, 2025
1am on a Saturday night and the rooftop…
1am on a Saturday night and the rooftop bar is shut. Really poor part -pre cooked pizzas but entirely heated through. Very poor indeed
Hackenbacker
October 24, 2025
A great experience ruined
A great experience ruined already by American corporate arrogance. I've been a paid member of the Citizen M loyalty scheme for a few years now and the experience of staying at one of their hotels was always brilliant. The app worked as it should, it allowed check-in and check-out and the real bonus was it allowed control of all the room facilities and lighting with the app. It was therefore a surprise to find Citizen M had been taken over by Marriott. I've never had a good experience with Marriott in any stay I have had so was concerned Citizen M would go the same way. Not to worry, they said - all the good things about Citizen M were going to stay. I therefore paid my £90 renewal on the strength of this. So what happens almost immediately? They now say they are killing the app from November and even in the meantime, it will lose most of its facilities. Everything will be now moved to the Marriott site and that is a horrible, corporate, clunky thing. They also have now said that unless Citizen M clients set up a new Marriott account and link it to the outgoing Citizen M one, then all benefits will be lost. I tried to navigate all this but it was so confusing and convoluted I made mistakes and was locked out of my account. The password reset emails never arrived (and I don't filter spam) so something is very wrong with Citizen M now. I work in tech, so can testify that this migration has been handled very badly. If Marriott want to alienate all their Citizen M customers, they're doing a great job!
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