Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction: $447.22 Aug 6th, 2024 I stayed 2 nights at ********************** hotel located in *******, **, **************** location.Dates: Aug 10-Aug 12, 2024 Confirmation number: ********* I specifically chose this hotel because of its fitness amenities and advertised modernity, especially the availability of a Peloton bike, which was the deciding factor in my booking. I could have chosen a different hotel or an ******* but the Peloton bike drove my decision to stay here.Unfortunately, I encountered multiple issues that significantly affected my experience. The Peloton bikes were not functioning properly; every time I tried to start a workout, I ran into technology issues that prevented me from completing my sessions. Despite the hotel having multiple Peloton bikes, the issues persisted, likely due to ongoing network problems. The bike frequently asked for a code, and I kept receiving green error messages. I reported these issues to the front desk as soon as possible.On the day of my checkout, I needed to head to my office in *******. After checking out, I attempted to call an ***** only to discover that my WiFi access had been disabled, making it difficult for me to arrange transportation.As someone on the autistic spectrum, these issues caused me significant stress and discomfort. The non-functional Peloton bike was the primary reason I chose this hotel, and its malfunction detracted from the value I expected from my stay.Given the disparity between the service I received and the amount I paid, I am requesting a partial refund in the amount of $223.61.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by CitizenM Hotels regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:07/24/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was researching some hotels to stay in the **********************. Somehow this company hijacked my search and roped me into signing up for their membership. I dont even know how they managed to do that because they dont even have a hotel in ************. I was attending my brothers funeral and I was too distraught to look for any details. I thought the hotel I was staying at was a part of the CitizenM chain. Now I know it is not. By the way, the so called membership is in one of my brothers name, who lives overseas and did not stay at that ******** hotel with me. They probably got the info from a previous stay.My experience with CitizenM is almost like the BBB complaint on 9/21/2022. Apparently I signed up for a full year membership, and they said there is no way I can cancel it because I was committed for one year. What business in *** doesnt allow customers to cancel their subscription or membership? I understand this is a non-U.S. company, but when they do business in ***, they should follow U.S. rules. Can the BBB please look into this? Thank you.

  Customer Answer

  Date: 08/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CitizenM Hotels regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible stay. First, I booked a **** and requested a *** accessible ****. Upon arriving staff said they were all out and I needed to write in the notes in my reservation requesting that, which I did. They went back and checked and saw that I did and apologized. They said they would credit me for a night stay, but had no ****s and would give me an *** **** to move into tomorrow. I told them I was having surgery the next day and could not pack, move, and unpack the next day. They still didn't provide a **** until the following day. I had to cancel and reschedule a surgery that I flew from NY to ************* for because I was unable to move ****s the day i would be having a very serious surgery. To add insult to injury, the next day, I finally got my *** **** but the **** didn't have a working IPad, TV, or shower. I then had to move days later into another **** with a working tv and shower. Also, my medication that was delivered to the hotel was signed for by CitizenM staff, but was never delivered to me. Staff said it was probably in the luggage **** and would call me when they found it and they never found it!! This was really important and expensive medication! If you sign for it then you shouldn't lose it!! Or, at least have the decency to follow up with me. Finally, upon checking out, the staff never actually applied my first night **** credit - I had to remind them, explain all over again, and the staff member questioned me over and over and had to seek out the manager. I shouldn't have to jump through hoops to get the credit that you promised because of the mistake you made. I tried to reach out to citizenm regarding the issues but they don't actually have customer service reps that you can speak to to resolve problems. We have *************** and regulations in America that this foreign company continues to violate. I urge investigation and accountability.

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CitizenM Hotels regarding complaint ID ********. This is just another example of CitizenM treating their paying customers like garbage. They ignore and dismiss legitimate customer complaints and issues so they don't have to address their wrongdoing. Of course they're never held accountable because their customers are worthless to them. They simply ignore complaints and issues as if the issue isn't a reality and as if the customer's voice is meaningless. I'm not even sure how this place is operating in the US when they constantly fail to follow US laws and regulations. 

  
  Sincerely,
  
  **************

  
  

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was unjustly asked to leave the CitizenM hotel -Capitol in **,early Sunday morning. I was in a scary situation and I just want someone to hear story. I called the front desk 3 times to ask for help and was treated rudely. The last time I called because the iPad that controlled the room would not work. The person hung up the phone and came to the room. There were two people that came to the door. I was in pajamas and ready for bed so it was an uncomfortable situation. I handed the iPad to the girl and she looked at it and said " you just needed to restart it" and then handed back to me and turned and walked away. The other associate that was with her was still standing there. I was completely surprised by the attitude and lack of respect. I told the man that it was completely ridiculous. I turned back to the room and was shutting the door. I said to my husband who was sleeping in bed, "there was no need for her to be such a ***** about the situation. The associate heard and started banging on the door. I was scared. I quickly locked the door, and did not answer. A few minutes later there was loud aggressive knocking at the door. I answered. It was two male associates. They said, " we have zero tolerance for disrespect, and you need to leave this hotel within 10 minutes or we are calling the police. I was trying to explain myself, and they just kept repeating that I needed to leave. This was 1:30am in the morning. I shut the door. I was scared. I did nothing wrong. I was just trying to work the iPad to turn the tv off. I laid in bed not knowing what to do. My husband was sleeping and didn't believe the situation was happening. They called the police who escorted us out of the building at 2am. We were put in a very bad scary situation. I felt vulnerable and attacked. I tried to contact someone from the hotel to get help but there was no answer. I have never been treated like this in my life. I am so scared that they even have my contact info.

  Customer Answer

  Date: 04/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by CitizenM Hotels regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel for November 2-3 2022. I canceled monday October 31st. Upon cancellation I did receive a cancellation email. But never a refund for my charge of $184.58. I contacted the hotel CITIZENM via ******* as they have no way of contact. They completely denied they charged me. However, when booking I did pay in full. Now I have reached out to my bank and upon doing so they stated this charge DID go through and was CHARGED to my card. However, the hotel continues to deny this. They have no way of contacting for support. They state to contact via *******, Facebook, and whats up but it is a lie. They do not respond or if they do they completely deny. After reading other BBB complaints I see this is not new for them. This business should be reviewed and possibly shut down.

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the CitizenM Bowery *** hotel from Sep 9 through Sep 12 (reservation *****). When checking in with the hotel app, the hotel charged my credit card FOUR TIMES by mistake. The front desk credited the card back three times to fix the issue. However, since I have an international credit card (******), the Credit Card was only credited on Sep 13. When the credits were posted, there was a significant exchange rate disadvantage and bank fees totaling a loss of BRL ******** (or USD ******). Invoices and a credit card statement were sent to the hotel's customer support and finance department twice. This was a major mistake by the hotel, and I should not have a loss based on their inability to charge correctly. Any customer can be exposed to this issue at this hotel. I called customer support twice and asked for a credit equal to USD ****** to offset the difference, but no response so far.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a citizenM hotel membership because I was going to stay at one of their hotels. They intentionally hide that you are signing up for an entire year of monthly charges. They even refer to it at $12 a month and you are paying for the start month of a 12-month subscription. The only location you can find all the specific information is buried in drop down FAQs. and the FAQs are nowhere near where you are signing up. When I called they said they can't cancel your subscription until renewal, so you are automatically required to pay a full year, even if you want to cancel. This isn't written anywhere either. It's not easy to see and there is also no way for anyone to help you cancel sooner. They give you 14 days, but after that, you are completely trapped. something I also didn't know (Because it's not shown to you) until I started this process.