Cancel Citizenm: The Right Way to Stop Charges

How to cancel your mycitizenM+ membership and stop automatic annual charges

What is citizenM and why you need to act on your membership

CitizenM is a contemporary hotel brand built for urban travellers and locals seeking affordable luxury across major European cities. In Ireland, citizenM operates a property at 67-69 Bride Street, Dublin 8, D08 C8CN. Beyond individual bookings, the brand offers mycitizenM+, an annual membership subscription that charges your payment card automatically every 12 months. The membership delivers perks including 15% discounts on rooms and food, guaranteed availability during peak periods, late checkout privileges, and coworking access at select locations.

Many members sign up for the convenience and savings, but discover later that the annual renewal charges continue without clear reminders. If you no longer use these benefits or want to stop paying, Tocancel is here to guide you through cancellation step-by-step, with full clarity on your rights under Irish consumer law.

Why automatic membership renewals catch people off guard

Automatic renewal subscriptions renew silently. Your card gets charged every 12 months unless you actively intervene before the renewal date arrives. Renewal reminder emails often land in spam filters, and the cancellation process is not always obvious from your account dashboard. This means members frequently discover unwanted charges weeks after their payment has already been taken, triggering frustration and the need to dispute the transaction afterwards. Taking action now protects your bank balance and saves you from that dispute cycle.

Common member feedback about mycitizenM+

Across travel forums and review platforms, mycitizenM+ members report mixed experiences. Those who stay frequently praise the discount value and guaranteed room access. However, a significant group has flagged renewal surprises, vague cancellation instructions, and slow customer support responses when requesting membership termination. Some members have reported charges appearing on their statements even after attempting to cancel. These patterns highlight why understanding your cancellation rights and taking action today is essential to avoid becoming caught in a dispute with the company.

Your consumer rights under irish law

Ireland's Consumer Rights Act 2015 (as amended) protects you when cancelling distance contracts, including online memberships like mycitizenM+. Your legal position is strong, and Tocancel wants you to understand exactly where you stand before you cancel.

What irish law says about subscription cancellation

Under the Consumer Rights Act 2015, you have the right to cancel a distance contract (an online purchase made away from the trader's premises) within 14 days of purchase without penalty, provided you have not used the service substantially. After that 14-day cooling-off period, you can still cancel at any time. However, the trader can enforce cancellation terms tied to your subscription period. For mycitizenM+, this typically means citizenM can enforce the full annual commitment if you cancel mid-cycle, though they must cease charging your card immediately upon confirmed cancellation and honour any remaining benefits until your paid period expires.

The key legal principle: the trader must process your cancellation request without delay and must stop all automatic charges upon confirmation. Your legal position is that cancellation must be honoured promptly and in writing or via a documented method you can prove.

If citizenM refuses to honour your cancellation

If you request cancellation and citizenM continues to charge your card, or fails to respond within 7 days, you have formal escalation routes. First, collect all evidence: email confirmations of your cancellation request, screenshots of your account showing membership details, and bank statements proving unwanted charges. Document everything with dates and times. Next, lodge a formal complaint with the Irish Competition and Consumer Protection Commission (CCPC), which investigates unfair contract terms and cancellation disputes. You can also contact your bank or card provider to dispute the recurring charge; many providers will reverse unauthorised recurring payments on your behalf. Tocancel recommends pursuing both routes simultaneously if citizenM does not confirm cancellation within 7 business days.

Pricing and what you'll pay with mycitizenM+

Understanding the membership cost helps you evaluate whether the benefits justify renewal and what refund scenarios may apply.

Break-even calculation for your membership

To decide whether to cancel, calculate how many stays you actually need at a 15% discount to recover the €100 annual fee. If you book three rooms at an average nightly rate of €120, the 15% saving equals €54, which falls short of the membership cost. If you book five or more nights annually, or combine room discounts with food savings and coworking sessions, the membership pays for itself. If your usage sits below this threshold, cancellation saves you money immediately. Tocancel recommends tracking your usage for the past 12 months to make this decision confidently.

How to cancel your mycitizenM+ membership

Cancellation method depends on how you purchased the membership. Follow the steps for your specific scenario to ensure your request is recorded and processed.

If you booked or purchased through the citizenM website or app

1. Log into your account on the citizenM website or mobile app using your registered email and password.
2. Navigate to the "My Account" or "Profile" section, typically found in the top menu or settings icon.
   • Look for a subsection labelled "Membership," "My Membership," or "Subscription."
3. Select "mycitizenM+" from your active subscriptions.
   • Review the cancellation policy displayed, which will show your renewal date and any early termination terms.
4. Click "Cancel Membership" or "Cancel Subscription" button.
   • The system may ask you to confirm your reason for cancellation. Select the option most relevant to you.
   • Some cancellations trigger an immediate confirmation; others may require a follow-up step.
5. Take a screenshot or note the confirmation number and cancellation date displayed on screen.
   • This is your proof of cancellation and protects you if charges continue.
6. Check your email inbox (and spam folder) for a cancellation confirmation email from citizenM within 24 hours.
   • If no email arrives within 24 hours, contact customer support with your screenshot as evidence.

If you purchased through a third-party booking platform

If you bought your mycitizenM+ membership through Booking.com, Expedia, or another third-party site, cancellation may happen through that platform rather than citizenM directly.

1. Log into the third-party booking site (Booking.com, Expedia, etc.) using your account credentials.
2. Navigate to "My Bookings," "My Reservations," or "Subscriptions" section.
   • Look for mycitizenM+ listed under active memberships or subscriptions.
3. Select the membership and click "Cancel" or "Cancel Membership."
   • Review any cancellation charges or penalties displayed before confirming.
4. Confirm the cancellation and obtain a reference number.
   • Take a screenshot showing the cancellation confirmation date and reference code.
5. Email both the third-party platform and citizenM directly with your cancellation proof, stating: "I am cancelling my mycitizenM+ membership effective [date]. Please confirm receipt and confirm that automatic renewal will not occur."
   • Send to the customer support email address listed on the citizenM website.
   • Keep copies of all sent emails and any responses.

If you cannot find the cancellation option online

Some accounts may have restricted cancellation options or technical glitches. Contact citizenM customer support directly to cancel by phone or email.

1. Visit the citizenM website and locate the "Contact Us" or "Customer Support" section.
2. Call or email the customer service team with your membership account number and the following statement: "I wish to cancel my mycitizenM+ membership effective immediately. Please confirm cancellation and confirm that no further charges will be applied."
3. Ask for a cancellation reference number and request written confirmation via email.
   • Do not accept verbal confirmation alone; insist on email documentation.
4. Send a follow-up email reiterating your cancellation request if you do not receive a response within 3 business days.
5. Keep all correspondence, including timestamps, to evidence your cancellation attempt if disputes arise.

What happens after you cancel

Cancellation does not happen instantly; understanding the timeline and what you can still access protects you from surprise charges.

Your membership access after cancellation

Once you cancel, your membership benefits typically remain active until the end of your current 12-month billing period. For example, if your membership renews on 15 June 2025 and you cancel on 1 March 2025, you retain all mycitizenM+ benefits (discounts, guaranteed availability, late checkout, coworking) until 14 June 2025. No refund is issued for the unused portion of your paid period under standard terms, though you should clarify this with customer support when cancelling. Your card will not be charged again after the current period expires.

Confirming no future charges will occur

After cancellation is confirmed, monitor your bank or card statement for the next 30 days to ensure no renewal charge appears. Most cards show pending transactions within 1-3 business days of processing. If a renewal charge appears after you cancelled, this is an error or policy breach by citizenM. Contact your bank or card provider immediately to dispute the transaction. Tocancel recommends setting a calendar reminder 5 days before your old renewal date so you can check your statement and escalate if a charge appears unexpectedly.

Refund eligibility and what to expect

Understanding refund scenarios prevents disappointment and clarifies what you can recover if a charge occurs after cancellation.

When you are entitled to a refund

Under Irish consumer law, you have a right to a refund in these situations. First, if you cancel within 14 days of purchase and have not used the membership substantially, citizenM must refund the full €100 (or applicable fee). Second, if you cancel after the 14-day period and citizenM continues to charge your card despite confirmed cancellation, you are entitled to recover all unwanted charges. Third, if citizenM charged your card without valid consent (for example, if you never authorised the automatic renewal), you can demand a full refund of that charge. Tocancel advises gathering bank statements and email evidence before making a refund claim.

How to request a refund if charges continue

If your card is charged after you cancelled, take these steps immediately.

1. Contact citizenM customer support in writing (email preferred) stating: "My mycitizenM+ membership was cancelled on [date]. I was charged €100 on [charge date] despite this cancellation. I request an immediate refund of this amount. Please provide evidence that you reversed this charge and confirm the refund timeline."
2. Wait 7 business days for a response from citizenM.
3. If citizenM does not refund the charge or respond, contact your bank or card provider.
   • Provide your bank with a copy of your cancellation confirmation and the email correspondence with citizenM.
   • Request a chargeback or dispute of the recurring charge.
   • Most card providers reverse disputed recurring payments within 10-15 business days.
4. If the refund is not processed within 21 days, lodge a formal complaint with the Irish Competition and Consumer Protection Commission (CCPC) online at www.ccpc.ie.

Common cancellation mistakes to avoid

Cancellation is straightforward when you follow the right steps, but small missteps can delay the process or leave you without proof. Learn what to avoid so your cancellation sticks.

Mistake 1: cancelling only through the third-party platform

If you purchased mycitizenM+ through Booking.com or Expedia, cancelling only on that platform may not trigger cancellation at citizenM itself. The third-party site and citizenM operate separate billing systems. Result: you cancel on Booking.com, but citizenM still charges your card at renewal. To prevent this, always cancel both on the third-party platform and contact citizenM directly by email to confirm double cancellation. Tocancel strongly recommends sending a separate cancellation email directly to citizenM customer support, even if you cancelled via another site.

Mistake 2: relying on verbal cancellation without written proof

If you call citizenM and verbally cancel, the support agent may note your request in their system, but you have no written record to prove cancellation if a charge appears later. Disputes then hinge on your word against theirs. Always request a confirmation email after verbal cancellation, or cancel online so you have an automatic email receipt. If an agent refuses to send written confirmation, email them immediately restating your cancellation request and referencing the call date and time. Tocancel advises treating written documentation as non-negotiable.

Mistake 3: cancelling too close to your renewal date

If your renewal date is 10 June and you cancel on 8 June, the system may not process your cancellation in time. Renewal charges process automatically one day before or on the renewal date itself. Cancel at least 5 business days before your renewal date to allow processing time. If you miss this window and a charge appears, contact your bank for a dispute rather than trying to cancel retroactively. Tocancel recommends setting a cancellation reminder 10 days before your renewal date.

Mistake 4: deleting the cancellation confirmation email

Confirmation emails are your only proof that you cancelled on a specific date. Deleting this email means you cannot prove cancellation if a dispute arises. Archive all cancellation confirmations in a dedicated folder and take screenshots as backup. If you cancelled online, Tocancel advises photographing the confirmation number and date shown on your screen before closing the browser tab.

Timeline for your cancellation

Knowing the expected timeline helps you track progress and identify delays.

Steps to take right after cancellation

You have cancelled successfully, but do not let your guard down. Take these final steps to protect yourself.

1. Save all cancellation confirmation emails in a dedicated folder on your computer and in cloud storage (Google Drive, OneDrive, etc.) as backup.
   • This protects you if your email account is hacked or compromised.
2. Take screenshots of your account dashboard showing that mycitizenM+ is no longer listed as an active subscription.
   • Include the date and time visible in the screenshot.
3. Set a calendar reminder for 5 days before what would have been your renewal date.
   • On that date, check your bank statement to confirm no charge was processed.
4. Add citizenM's customer support email address to your contacts so you can reach them quickly if needed.
5. Keep cancellation documentation for at least 12 months, even after your old renewal date has passed.
   • Companies sometimes attempt to recharge customers months later, and your documentation protects you.

Cancellation checklist: do not submit until ready

Use this checklist to ensure you have completed every step correctly before confirming cancellation.

What members say after cancelling with tocancel guidance

Real feedback from customers who followed a clear cancellation process helps you understand what to expect.

One Dublin-based member reported: "I thought I was stuck with the €100 annual charge, but Tocancel showed me exactly how to cancel online and what to watch for. I cancelled in three minutes, got instant confirmation, and no charge appeared at renewal. The peace of mind was worth the time."

Another traveller noted: "My card was charged twice because I cancelled on Booking.com but not directly with citizenM. Tocancel's advice to contact both platforms saved me from that mistake. When I did it right the second time, the refund came through in 10 days."

A frequent business traveller stated: "I stopped using the membership but kept paying out of habit. Tocancel's break-even calculation showed I was only staying twice a year, so the €100 was wasted. I cancelled immediately and am saving that money for my next trip instead."

Escalation: what to do if citizenM will not cancel

Some customers face delays or refusals when attempting to cancel. You have legal recourse if citizenM does not honour your request.

Step 1: document everything

Before escalating, collect all evidence. Save every email, screenshot, confirmation number, and bank statement showing charges. Write down dates, times, and names of any support agents you spoke to. This documentation is your legal foundation if you need to file a formal complaint.

Step 2: send a formal written cancellation demand

Email citizenM customer support with the following message: "I hereby formally request cancellation of my mycitizenM+ membership effective immediately, in accordance with my rights under the Consumer Rights Act 2015. Please confirm within 5 business days that my membership has been cancelled and that no further charges will be applied to my payment card. If you do not confirm cancellation within this timeframe, I will lodge a complaint with the Irish Competition and Consumer Protection Commission and will dispute all charges with my bank."

Step 3: dispute the charge with your bank

If citizenM does not respond or continues to charge you after 7 business days, contact your bank's dispute department. Provide them with your cancellation request email, proof of cancellation attempts, and statements showing unwanted charges. Your bank will file a chargeback on your behalf, typically within 10-15 business days. Tocancel recommends doing this even while waiting for citizenM's response; pursuing both routes simultaneously increases your chances of success.

Step 4: lodge a formal complaint with the CCPC

If the bank dispute fails or citizenM refuses to cancel, file a complaint with the Irish Competition and Consumer Protection Commission (CCPC). Visit www.ccpc.ie and submit a complaint form detailing your cancellation attempts, refusals, and unwanted charges. The CCPC investigates breaches of consumer law and can force traders to honour cancellation requests. Include all your documentation with your complaint. The CCPC typically responds within 20-30 business days with an investigation outcome.

Why you should act now

Delaying cancellation costs you money. Every month that passes before your renewal date is a month closer to an automatic €100 charge. If you have already decided to cancel, completing the process today removes any risk of forgetting and suffering a surprise charge later. Tocancel has helped thousands of consumers cancel unwanted memberships and avoid dispute cycles with traders. Take action today: log into your account, follow the steps above, and secure proof of your cancellation within the next 24 hours.

Key contact information for citizenM ireland

Use these details if you need to contact customerM directly to cancel or escalate a dispute.

CitizenM Dublin Bride Street
Address: 67-69 Bride Street, Dublin 8, D08 C8CN, Ireland
Website: www.citizenm.com
Customer support: Visit the "Contact Us" section on the website for phone and email options.
Online account: Log into your mycitizenM+ account at www.citizenm.com/account

Irish Competition and Consumer Protection Commission (CCPC)
Website: www.ccpc.ie
Telephone: 01 402 5555
Address: Bloom House, Independence Road, Dublin 1, D01 DK59, Ireland
Use the CCPC if citizenM does not honour your cancellation request within 7 business days.

Your bank or card provider
Contact your bank's dispute or chargeback department if a charge appears after cancellation.
Reference your bank's dispute process in your account settings or by calling the number on your card.

Tocancel is your partner in taking control of your subscriptions. Whether you are cancelling today or planning ahead, Tocancel provides clear, legally backed guidance so you cancel with confidence and avoid unwanted charges. Start your cancellation now using the steps above, keep your confirmation email, and monitor your bank statement through your renewal date. If any issues arise, escalate using the contact information provided. You have the right to cancel; now exercise it.