CitizenM Hotels

Good afternoon [redacted] *** I am sorry to see we could not resolve your complaint sufficiently from our previous response provided and whilst we consider the actions provided as fair and adequate for the grievance raised,we find it of interest to both yourself and citizenM to fully resolve the dispute to everyone's satisfactionAfter careful consideration and assessing the case with both the Hotel Manager and our central Support Team, despite the terms and conditions clearly stated on your booking confirmation for penalty on cancellation of your reservation, we have come to the conclusion to provide a full refund for the remainder 1st night charge made on your reservationPlease expect to find the funds back in your account within the next 3-working daysKind regards AndrewcitizenM 24/Support Team Manager

Hi [redacted] Thanks so much for reaching out, and I am sorry to hear that your reservation did not go according to plan You booked your stay with our non-refundable rate, which is one of our cheapest options with the trade-off being that it cannot be changed or cancelled without a fee This is clearly stated before booking, and we always recommend that only those whose travels plans are fixed should book with this rate We also offer a flex rate, which allows guests to change their travel dates or cancel their booking without a fee I looked up your reservation in our system and did see a note that Guillermo, in our support office, did speak with you and offered to move the dates of your trip free of charge to avoid the fee This is something we do not normally offer with non-refundable reservations as there is usually a fee to change or cancel the reservation We would have fully honored and stood behind Guillermo's offer, but he informed us that you did not respond to this offer Now that the start date of your reservation has passed without accepting this offer, it is more difficult for us to reinstate your reservation or change the dates We at citizenM always strive to be upfront and transparent about our policies and any correlating fees We also wish to give our guests options on the reservation type and price that works best for them This is why we offer guests the choice to pick a less expensive rate that cannot be changed, or our flex rate that is completely changeable or cancellable until the day before check in All information about fees is provided before the reservation is confirmed Please let us know if you have any other questions.Best,KelseyTell us why here

Dear [redacted] , Sorry you had to cancel your stay with us! It looks like this was a simple case of a misunderstandingNormally we do not refund non refundable rates, it is very clearly stated on our website upon booking, as well as in your confirmation emailIt seems as though our support team generously decided to make an exception for youSorry if there was any confusionI will ask our support team to get in touch with you to resolve the issue once and for allAll the best, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated, the company has not stated how they will resolve the matter and whether they will provide me a full refund. As the company has stated many times, as also indicated on their response, I was told and promised I would be affordable a refund. I have the email to show this and have yet to be provided a full refund. I relied on their promise and made changes and took an alternative route based on their promise. I called M Citizen previously on several occasions after being told they would work it out and deal with their personnel. However, the issue still remains unresolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 A "fee" is not the entire stay.  You charged me over $1600 and it is utterly ridiculous that you think you should have that much for holding a reservation for 2 days.  Your customer service rep did offer to move the dates, but my conference is not offered during other dates.  Besides, I don't consider having to stay at your hotel, fuming the entire time, as a good option.  I see that another customer has made the same complaint on here and you offered to refund, but I guess my $1600 is just too much of a "get" for you guys to let go.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As stated, the company has not stated how they will resolve the matter and whether they will provide me a full refund. As the company has stated many times, as also indicated on their response, I was told and promised I would be affordable a refund. I have the email to show this and have yet to be provided a full refund. I relied on their promise and made changes and took an alternative route based on their promise. I called M Citizen previously on several occasions after being told they would work it out and deal with their personnel. However, the issue still remains unresolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], Sorry you had to cancel your stay with us! It looks like this was a simple case of a misunderstanding. Normally we do not refund non refundable rates, it is very clearly stated on our website upon booking, as well as in your confirmation email. It seems as though our support team...

generously decided to make an exception for you. Sorry if there was any confusion. I will ask our support team to get in touch with you to resolve the issue once and for all. All the best, [redacted]

Good afternoon [redacted] I am sorry to see we could not resolve your complaint sufficiently from our previous response provided and whilst we consider the actions provided as fair and adequate for the grievance raised,we find it of interest to both yourself and citizenM to fully resolve the dispute to everyone's satisfaction. After careful consideration and assessing the case with both the Hotel Manager and our central Support Team, despite the terms and conditions clearly stated on your booking confirmation for penalty on cancellation of your reservation, we have come to the conclusion to provide a full refund for the remainder 1st night charge made on your reservation. Please expect to find the funds back in your account within the next 3-5 working days. Kind regards AndrewcitizenM 24/7 Support Team Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Good afternoon [redacted]
 
I am sorry to see we could not resolve your complaint sufficiently from our previous response provided and whilst we consider the actions provided as fair and adequate for the grievance raised,we find it of interest to both yourself and citizenM to fully resolve the dispute to everyone's satisfaction.
 
After careful consideration and assessing the case with both the Hotel Manager and our central Support Team, despite the terms and conditions clearly stated on your booking confirmation for penalty on cancellation of your reservation, we have come to the conclusion to provide a full refund for the remainder 1st night charge made on your reservation.
 
Please expect to find the funds back in your account within the next 3-5 working days.
 
Kind regards
 
Andrew
citizenM 24/7 Support Team Manager

Hi [redacted]Thanks so much for reaching out, and I am sorry to hear that your reservation did not go according to plan.  You booked your stay with our non-refundable rate, which is one of our cheapest options with the trade-off being that it cannot be changed or cancelled without a fee.  This...

is clearly stated before booking, and we always recommend that only those whose travels plans are fixed should book with this rate.  We also offer a flex rate, which allows guests to change their travel dates or cancel their booking without a fee.  I looked up your reservation in our system and did see a note that Guillermo, in our support office, did speak with you and offered to move the dates of your trip free of charge to avoid the fee.  This is something we do not normally offer with non-refundable reservations as there is usually a fee to change or cancel the reservation.  We would have fully honored and stood behind Guillermo's offer, but he informed us that you did not respond to this offer.  Now that the start date of your reservation has passed without accepting this offer, it is more difficult for us to reinstate your reservation or change the dates.  We at citizenM always strive to be upfront and transparent about our policies and any correlating fees.  We also wish to give our guests options on the reservation type and price that works best for them.  This is why we offer guests the choice to pick a less expensive rate that cannot be changed, or our flex rate that is completely changeable or cancellable until the day before check in.  All information about fees is provided before the reservation is confirmed.  Please let us know if you have any other questions.Best,KelseyTell us why here...

Dear [redacted], Sorry you had to cancel your stay with us! It looks like this was a simple case of a misunderstanding. Normally we do not refund non refundable rates, it is very...

clearly stated on our website upon booking, as well as in your confirmation email. It seems as though our support team generously decided to make an exception for you. Sorry if there was any confusion. I will ask our support team to get in touch with you to resolve the issue once and for all. All the best, [redacted]