CITIZEN M

fantastic experience!! Highly recommend everyone to check out

Update 03/03: Reverting back to my old rating because Room 823 (the room I was moved to) didn’t have hot water. So I had to take a cold shower this morning. And housekeeping put the same shower gel in the AM & PM bottles. They both smelled rancid. And the 20% discount the hotel manager promised me for my troubles did not appear on my invoice when I checked out. Mind you, I didn’t even ask for a discount, I just wanted my room and toiletries to meet the hotel’s standards.

Update 03/02: I spoke to a manager in-person this morning and was moved to a different room. All is well now. Increasing my rating from 1 to 3 stars. Still minus 2 stars just for the hassle.

Original Review 03/01: I really hate to leave this review because I’m a loyal citizen of CitizenM hotels, I have a membership and I book direct, not through third party sites. Also, this isn’t my first stay at this property but my experience hasn’t been favorable either time. I likely won’t be returning. I’ll stay at the Time Square location instead. I stayed at CitizenM Bowery in January 2024 (2 months ago) and they were performing an IT system upgrade so my tv and tablet weren’t working properly and my room key didn’t work so I had to go back to the front desk and have someone come up and help. I was given two additional drink vouchers for the troubles, which was nice, but honestly I don’t care about freebies, I prefer if things just work the way that they’re intended to the first time. My current stay Feb 29 - March 3, 2024 I’m in Room 1109 and the hand soap and AM shower gel both smell rancid while the PM shower gel and lotion smell fine. I don’t understand the inconsistency. Also, my room wasn’t cleaned properly upon check-in. There was black kinky/tightly coiled hair in my bed. My hair is long, brown, and has loose waves. I’ll add a photo here of the hair in the bed and a photo of myself for reference. Yesterday, (my second day here) my room wasn’t cleaned either, and the front desk told me it’s because I didn’t request it in the app and blamed it on the pandemic. I’ve stayed at multiple CitizenM hotels around the world in the last 5 months (post-pandemic) and I’ve never had to request my room be cleaned. It was always cleaned by default unless I had my Do Not Disturb sign on the exterior doorknob. This morning the handheld shower head fell apart in my hand and water came out forcefully like a fire truck water-hose. Almost took my eye out.

When I called downstairs to complain and asked to be moved to another room. I was told since it’s the weekend they can’t guarantee another room, but they offered me free breakfast and a complimentary late check-out. My flight leaves tomorrow at 7am so a late check-out won’t do anything for me and I don’t each breakfast. I eat one meal a day, either lunch or dinner. A manager is supposed to be contacting me. Again, I just want things to work as intended and to get what I pay for. Nothing more or less. If they can’t clean the rooms and maintain the shower and can’t move me to a suitable room, then just transfer me to the other CitizenM in town. Simple.

My first experience at a CitizenM was in Chicago and I loved it, mainly because of the warm and welcoming environment made the ambassadors. CitizenM in Bowery was the complete opposite. The first ambassador I encountered seemed judgmental towards my partner and I who look young and are of color. She was not very welcoming. I also noticed she quickly asked a man of color who walked in and was headed to the canteen if he was a guest, to which he replied yes. My partner and I were constantly asked if we were guests in the reception, the canteen and the bar, which was annoying. If you look young you will be asked for ID in the rooftop bar as soon as you enter. Also you can't bring any beverages from outside there. All in all, the hospitality of the ambassadors can definitely be improved.

Great hotel

My room was super clean, and I love how easy/intuitive the iPad is to control the lights/TV. It was surprisingly quiet. The rooftop bar is a must-see! Delicious drinks and an incredible view of the city.