citizenM | Booking Hotel Rooms

Before & after update, I can’t even get to the screen that allows me to select a payment option w/o the “something went wrong” message. Weeks ago, when I actually did get to payment selection screen and actually picked the payment method, same thing “Error” message, never accepted payment. Instead if you try to log in online website, password never recognized, select “change password” but email never sends. If you select 7 nights, it’ll say 7 nights on the calendar, but the price options list always says 8 nights, so you never have transparency on if you’re being charged the correct amount or extra bc of their glitch. No matter the time of the day, customer service never allows you to chat with a human, after waiting for 30 minutes it’ll add an on additional 30 minute wait for service. OH and now dead smack in the middle of my November trip, the app is now claiming they’ll likely shut down to merge with Marriott, can’t wait for the technical difficulties. OMG the hassle is too frustrating for what should be an enjoyable and relaxing trip.

Everything about this place was amazing. It was close to all of our events and very modern. It had a whole vibe from the cleanliness to the common areas and flexible seating to the food and the drinks. It was my husband’s birthday and when we walked in the room there were treats and a voucher for two drinks on them. Everything in the room is basically controlled by an iPad and was so easy to use. It even had setting for moods in the room. So cool. Our particular room was spacious and plenty of room. The blackout curtains helped us sleep in the am (because we never get to sleep in). Love this place and will be back. Hopefully visit other ones too.

I haven’t seen the room yet, but the app experience is garbage. Every check-in step timed out (I guess) and ended with an error that the app could not recover from. After force quitting and relaunching, I could go another step. After my first payment step failed, I checked my credit card and saw that an authorization for the full amount had indeed gone through. I naively gave that step a second chance, and it then showed as paid, let me pick a room, and showed me a barcode to use at checkin. Cool! But not so fast. I left the app to see if my card was authorized a second time (it was, so now two authorizations for the full amount are pending), and when I came back to the app, it again tells me I haven’t paid. That barcode is nowhere to be found. Maybe the desk staff can sort this out when I reach the hotel, but the app is a cruel joke. I get so tired of companies under-investing in app QA and leaving the entire paying public to be their beta testers…