Terms & Conditions

citizenM - Terms & Conditions 

  1. Scope

These terms and conditions are between you and citizenM and apply to all bookings of hotel rooms and meeting rooms (societyM) in any citizenM hotel, to the exclusion of all other general terms and conditions. See the full list of our citizenM hotels and the legal entities that operate these hotels here.

You agree that you will make reservations in good faith for legitimate use by you and your invited guests only and not for any other purpose, including but not limited to reselling, impermissibly assigning or posting on third party websites, or making speculative, false or fraudulent reservations or any reservation in anticipation of demand. 

  1. Rates 

Room rates

The room rate charges agreed when you made your reservation will apply to your booking. Meals, mini bar, drinks and other extras are not included in room rate charges, unless otherwise agreed. Room rate charges must be paid on check-in (save in the event of cancellation); all other charges must be paid on check-out. 

Meeting room rates

The meeting room rate charges agreed when you made your reservation will apply to your booking. Meals and drinks (other than coffee, tea and water) are not included in the meeting room rate charges, unless otherwise agreed. We cannot guarantee the availability of food & beverages if requested less than two days before your booking.  

City tax and state tax

Depending on the hotel you booked city tax and state tax may apply. The city tax and state tax may change between the time of booking and the time of your stay in our hotel.

VAT and local currency

All charges are inclusive of VAT (and, in the U.S.A., city tax and state tax) and are shown and must be paid in local currency.

Invoice

An invoice will be sent to the email address provided at the time of booking or at the time of check-in. Invoices cannot be modified after check-out.

Payment

All citizenM hotels are cashless. Room rate charges, meeting room rate charges, day passes, purchases of food & beverage and collectionM goods will be charged to your credit card.

  1. Cancellation, modifications and no-show

Rooms

Depending on the rate plan (early bird, flexible rate, citizen) you may cancel or modify your booking. If cancellation is not possible or you don’t show up, depending on the rate plan an amount up to the amount of the full stay including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file. For more information see the respective rate plan details. 

If you have booked a room through the use of a travel agency or an online travel agency (such as Booking.com, Expedia and Hotels.com), you must cancel or modify your booking through the agency that you used to make the booking. Our customer support team can be contacted at: citizenM Operations Holding B.V., Leidseweg 219, 2253AE Voorschoten, the Netherlands, citizenconnect@citizenm.com , +31(0)208117080

 

Meeting rooms

There is no charge for cancellation or changes made to the booking up to seven days before your booking. In the event of a cancellation or no-show within seven days of your booking, the full value of the booking including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file as a cancellation fee. 

 

Food and beverage may be added, modified, or cancelled without charge up to two days before your booking. In the case of a cancellation or no-show within two days of the booking, the full order value including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file as a cancellation fee.  

 

Refunds

Refunds of prepaid charges are generally processed within five business days after your request to cancel or modify your booking.

  1. Check-in (rooms)

    Rooms: from 2pm on; for citizenM Taipei from 3pm on. If a room is available for early check-in, you can check in early. Depending on the hotel an early check-in fee may apply payable at the time of check-in.

  1. Check-out (rooms)
    Rooms: no later than 11am; for citizenM Taipei, no later than 12pm. If you have not checked-out by 11am (or 12pm for citizenM Taipei), a late check-out fee may be charged to your credit card on file. If you have not checked-out by 4pm we may charge an extra night. Open balances will be charged to your credit card on file. 

We can store your luggage on the day of your check-out. 

  1. Late check-out (rooms)
    Rooms: Depending on the hotel late check-out may be possible against payment of an additional fee. 

  1. Shortening your stay
    Rooms: If you need to shorten your stay and you booked an early bird rate, the full value of your booking including VAT (and, in the U.S.A., city tax and state tax) will be charged to your credit card on file. If you need to shorten your stay and have booked a flexible rate, please inform our staff asap but at least before 11am on the day of your early check-out. If you inform us later than 11am a late check-out fee or the next night’s stay will be charged (depending on the time of notification and the hotel you stay in) to your credit card on file. For more information see the respective rate plan details. 

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

  1. Food & beverage

Food and beverage from outside vendors are not allowed to be consumed within societyM or the public areas of any citizenM hotel, unless previously agreed. We reserve the right to add a cover charge of an amount equal to an equivalent product available in our hotel if this term is violated.

  1. Age

If you are under age 18 and you are not accompanied by someone of age 18 or older we reserve the right to evict you from the hotel. 

  1. Pets
    Pets other than guide dogs are not allowed. If you or your party needs the assistance of guidance dogs during your stay, please notify us in advance of your arrival. 

 

  1. No smoking and vaping. Alcohol

Smoking and vaping are not permitted inside the hotel. If smoking or vaping is detected a fine will be charged to your credit card on file. 

 

We reserve the right to not serve alcohol. 

 

  1. Damage to hotel

Any damage to rooms, meeting rooms, or the hotel premises caused by your party during the stay and items missing upon your departure will be charged to your credit card on file. 

 

  1. Lost and found

You acknowledge and agree that citizenM cannot be held liable for lost, damaged or stolen items. If you leave an item behind, it is your own responsibility to retrieve such item.

 

  1. Wifi

Our wireless network is provided “as is” without warranties of any kind, whether express, or implied or statutory. We do not warrant that access to our wireless network will be uninterrupted, timely, secure or error-free at all times or will meet your requirements. We are not responsible for the security, integrity, accuracy or completeness of any information that you transmit or receive while using our wireless network. 

 

Our wireless network is provided to you at our discretion. Your access may be blocked, suspended or terminated for any reason. 

 

You may not (i) use our wireless network for any purpose that is unlawful or otherwise prohibited, (ii) use our wireless network in such a manner as to host a web or other server, send or facilitate the sending of bulk e-mail or collect third party personal data without appropriate consent, (iii) exceed typical bandwidths relevant to the period that you use our wireless network, (iv) resell, or attempt to resell, our wireless network to any third party.

 

We maintain a log of technical traffic data of your usage activity for system performance, maintenance purposes, for the purpose of processing criminal offences and system security requirements. We process personal data collected by us in connection with your use of our wireless network is subject to our Privacy Statement. By using our wireless network you consent to such processing. 

 

  1. Recording and photography

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 our prior approval. Permission can be obtained by contacting us at press@citizenm.com

 

  1. Liability of citizenM

This clause 17 and clause 18 sets out citizenM's entire liability in respect of any breach of these terms and conditions and any representation, statement or tortious act or omission including negligence arising under or in connection with these terms and conditions.  Our liability to you for any loss or damage in contract or tort, including negligence, will not exceed the amount of the charges paid by you to us. We will also not be liable to you for any special, indirect or consequential loss or damage, however arising (including negligence).  Nothing in these terms and conditions will exclude or restrict either party's liability in respect of death or personal injury resulting from its negligence, or for fraudulent misrepresentation.

 

  1. Force majeure

citizenM does not accept liability or pay any compensation for any breach of these terms and conditions or delay or failure to provide services contracted due to circumstances beyond our 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, delays in transportation, failure of services or inability to obtain any necessary information or consent from any authority. 

 

  1. Privacy

During the reservation process and your stay citizenM collects your personal data. These data are processed in accordance with our Privacy Statement and also according to any applicable laws and regulations.

 

  1. Governing law and jurisdiction

These terms and conditions and any bookings made under them will be governed by and construed in accordance with Dutch law. This choice of law is without prejudice to consumer protection afforded by provisions that cannot be derogated from by agreement by virtue of the law which, in the absence of any choice, would have been applicable in the country where you reside. Disputes will be submitted to the non-exclusive jurisdiction of the competent court of Amsterdam, the Netherlands.

 

  1. General

These term and conditions constitute the entire understanding and agreement between you and citizenM relating to the subject matter herein. If any provision of these terms and conditions, or portion thereof, is found to be invalid or unenforceable by a court of competent jurisdiction, such determination will not affect the validity of any other provision of these terms and conditions, or portion thereof. No waiver of any provision of these terms and conditions, or portion thereof, whether by conduct or otherwise, will be deemed to be, or will constitute, a continued waiver or a waiver of any other provision of these terms and conditions, or portion thereof. citizenM may amend, modify or supplement these terms and conditions at any time, for any reason and without notice, and continued use of citizenM’s services will constitute your acceptance of any such amendment, modification, or supplementation.