look up a citizenM reservation

To look up the details of a citizenM hotel reservation, you need the following information: 

• The booker’s last name – often, it is the same last name as the guest’s. However, sometimes reservations are made by others on the guest’s behalf. Please make sure you enter the booker’s last name. 

• The confirmation number – this is the 8-digit number of a Marriott reservation. You will find it in your booking confirmation email if your stay was booked through direct Marriott channels (Marriott website, app). 

• You may have a different confirmation number (for example, longer than 8 digits) if you booked your stay through a third-party (like Expedia or travel agency). This number cannot be used to find your citizenM reservation. In this case, you can either a) go back to the third-party booking platform and find your invoice there; or b) contact Marriott Reservations by phone for additional assistance.

A Marriott confirmation number is usually 8 digits long. It is always included in your Marriott booking confirmation email. If you do not have such a number, please follow the instructions on the Marriott website.

The citizenM invoice will be ready soon after hotel check-out. Here are possible reasons why you cannot see your citizenM invoice on this page:

• The citizenM hotel check-out was just a moment ago – the invoice needs up to 20 minutes to generate. Please log out and try again later. 

• You are requesting a citizenM invoice for citizenM Rome Isola Tiberina hotel, or for citizenM Taipei North Gate hotel. For these hotels, it may take up to one hour for the invoice to be generated, due to folio processing. 

• The citizenM hotel check-out is not done, so the stay is not completed (for example, the guest is still at the hotel). Please come back for the invoice after citizenM hotel check-out is completed. 

• The citizenM stay is completed (the guest has left the hotel), but there is an outstanding balance still to pay. Please log in and check the ‘payment’ section. If there is an outstanding balance under “still to pay”, the payment must be made. The citizenM invoice will be ready a few minutes later (you may need to log out and log in again). 

• None of the above scenarios apply. Please find the phone number for your country and contact Marriott directly for help.

Please contact Marriott customer service regarding an incorrect citizenM invoice. You can do so in two ways:

1. Complete the Marriott online form with the following steps relevant to your citizenM stay:

• Choose a Topic: Compliments/Concerns About a Stay - choose ‘concern’ 

• Question/Issue Sub-Topic: Billing Accuracy

2. Find and call the Marriott customer service phone number for your region to report an incorrect citizenM invoice

You should have received two invoice emails after check-out. If you see only one email, scroll through it and the second email might be below the first – some email programs group emails from the same sender together. 

If you checked and you only have one email, you can look up the other invoice at the top of this page – you’ll need the confirmation number to access the invoice. You will find your citizenM confirmation number in your original reservation confirmation email.

Did someone else book for you? We always send the invoice email to the email given by the booker. If someone booked on your behalf, please ask them if they received the invoice email.

To cancel or change an upcoming citizenM reservation, go to Marriott reservation lookup and proceed from there: https://www.marriott.com/reservation/lookupReservation.mi

At the top of this page, you can look up a citizenM reservation, and do the following things:

• download a citizenM invoice (after a completed hotel stay)

• see citizenM hotel reservation details (like hotel address, stay dates, charges, rooms)

• pay outstanding citizenM balance before arrival, during hotel stay, or on departure day

• find all info needed to access Marriott reservation lookup

To check your Marriott Bonvoy points balance after a completed citizenM stay, log into your Marriott Bonvoy account.

To request missing points after a Marriott Bonvoy stay at a citizenM hotel, please follow instructions on this dedicated Marriott page.