citizenM is a modern hotel chain that operates in iconic cities worldwide, offering a unique blend of comfort, technology, and style. The company caters to both leisure and business travelers, providing thoughtfully designed accommodations that include XL king beds, advanced smart technology, and free Wi-Fi. Each hotel features a streamlined check-in and check-out process, allowing guests to maximize their time exploring the city. In addition to comfortable sleeping quarters, citizenM hotels emphasize communal spaces where guests can work, relax, and engage with curated art collections. The company aims to create an inviting atmosphere that feels like home while providing the amenities necessary for a seamless travel experience. With locations centrally situated and a focus on value, citizenM appeals to a diverse clientele looking for convenience and modern conveniences during their stay.
Reviews for citizenM hotels reveal a stark divide in guest experiences. While some customers appreciate the high-tech features and friendly staff, noting enjoyable stays and vibrant atmospheres, many others express dissatisfaction with the hotel’s service and room quality.
Common complaints include the small size of the rooms, lack of basic amenities like tea-making facilities, and issues with the iPad controls for room functions. Several reviewers mention feeling cramped and uncomfortable, with one describing the experience as akin to camping. Additionally, frustrations with the loyalty program and unresponsive customer service further detract from the overall experience. Despite some positive feedback, the majority of reviews highlight significant shortcomings, leading to an overall negative sentiment.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.5 | 106 | 100% | -0.9 | ● Medium |
Monthly average rating from reviews written by people · latest review Nov 2025.
| Month | Average | Reviews |
|---|---|---|
| Dec 24 | 1.0 | 7 |
| Jan 25 | 5.0 | 4 |
| Feb 25 | 1.0 | 2 |
| Mar 25 | 2.5 | 4 |
| Apr 25 | — | 0 |
| May 25 | 1.0 | 2 |
| Jun 25 | — | 0 |
| Jul 25 | 2.7 | 12 |
| Aug 25 | 3.7 | 3 |
| Sep 25 | 2.5 | 4 |
| Oct 25 | 1.5 | 2 |
| Nov 25 | 1.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 106 most recent reviews.
“Very friendly and helpful staff”
“The location is wonderful, and while it’s a lot of self service, the employees offered great customer service and mad...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Hotels.
| Company | Overall | Legit | Service | Value | Booking | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.5 out of 5 (poor) | 100 out of 100 | 2.8 out of 5 (fair) | 1.6 out of 5 (poor) | 2.0 out of 5 (poor) | +20% | 106 |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.8 out of 5 (good) | 3.5 out of 5 (good) | — | 1,083 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.1 out of 5 (fair) | 2.6 out of 5 (poor) | 2.1 out of 5 (poor) | −14% | 918 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.6 out of 5 (good) | 4.5 out of 5 (good) | — | 1,069 |
Bottom line: citizenM hotels is #5 of 5 on overall rating in this group. On value, Alfa Travel scores higher (4.6 vs 1.6).
106 reviews of citizenM hotels. Filter by what matters to you.
Nu 3 keer gemaild en gevraagd of er nagekeken kan worden of er geen boekingen meer openstaan van mij voor de twee hotels in Amsterdam. Geen antwoord. Omdat ik er niet op zit te wachten dat er op 1 november 2x een hotelboeking wordt afgeschreven op nieuw gemaild. Met de chatbot kom ik niet verder. Want ik heb geen boekingsnummer. Erg jammer. Ik was altijd zeer tevreden.
Stayed in citizenM for 2-3 days in Dublin. The location is wonderful, and while it’s a lot of self service, the employees offered great customer service and made sure everything happened smoothly. The rooms were very cold even when you turned the temperature up on the iPad (on which u control everything in the room). We also turned the aircondition on low, but there could always be felt a breeze - I think the windows may have let in some air, even though they don’t open up. The “wall” around the bathroom was glass and slimmer than my pinky and so u can hear everything - I’d say only share a room with someone you are very comfortable with… The tap water took about 100 years to turn hot, although we experienced no problems with the shower. The breakfast is far too expensive, compared to what u get.
The location was good and room was OK but not the usual tea making facilities Issue I had was with the iPad control. Only good for lights, absolutely terrible for the tv. Didn’t always connect, very slow when it did and no way of finding a tv schedule Couldn’t understand why you have it anyway It’s just a gimmick that is not needed and a tv remote is superior, which they did provide but was programmed so that you could select channels etc so was even worse than the iPad I accidentally left my earbuds and there is no way of having a conversation with the staff. No one answers the phone and online chat is pointless, just keeps saying no one is available
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Polarized pattern: few middle ratings. 35% of recent reviews are 4–5★ and 61% are 1–2★.
Overpriced, lack of service. Folks, this place is weird. The theme of the hotel is weird, the rooms are tiny. Think half the size of a normal hotel room. Everything‘s operated by a little iPad and when it’s not working, you can’t turn your lights on and off or even your TV on and off. Zero amenities. They don’t even provide coffee in the room. No microwave in the room and the refrigerator they give you is about the size of a milk carton. This place is like a hotel from some dystopian novel. Another example of a place they want you to serve yourself but pay them and tip them.
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My husband and I, had 3 nights at the south lake union hotel Seattle. New Year’s Eve, space needle. My husband took one of his notorious, hour long showers. With the design of the shower (2 inch lip) and the fact the drain was completely plugged. It flooded. Now I understand, that’s a problem. Next day, locked out of room and charged $500. When I went to shower, didn’t get shampoo out of hair before again backed up completely. On that note, maintenance came. We were moved to different room. And, were told it was our incompetence of the first flood with no refund on $500. I would understand, a fee on excessive towel use.
The Quality vary from city to city New York its a hit or a miss London same some good some just ok or adequate Unfortunately when you have a problem or complaint its almost impossible to get hold of someone or get a reply if you emailed them the honeymoon is over after few years using them for business/leisure I will cease to use CitizenM
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
Told us we can come get our rooms at 11 AM, turns out people started getting thiers an hour earlier, so we needed to spend an hour aimlessly wandering around after our flight for no reason and were left with poor room choices (since you can't reserve it in advance)
citizenM is a modern hotel chain that operates in iconic cities worldwide, offering a unique blend of comfort, technology, and style. The company caters to both leisure and business travelers, providing thoughtfully designed accommodations that include XL king beds, advanced smart technology, and free Wi-Fi. Each hotel features a streamlined check-in and check-out process, allowing guests to maximize their time exploring the city. In addition to comfortable sleeping quarters, citizenM hotels emphasize communal spaces where guests can work, relax, and engage with curated art collections. The company aims to create an inviting atmosphere that feels like home while providing the amenities necessary for a seamless travel experience. With locations centrally situated and a focus on value, citizenM appeals to a diverse clientele looking for convenience and modern conveniences during their stay.
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