Most Frequently Asked Questions

  1. Can I cancel my bookings? What is the charge for this?

  2. I need a receipt or invoice for my hotel booking.

  3. What are the various room categories available at Citymax hotels?

Before you book

  • How many adults can stay in one room?
    A maximum of two adults can stay in one room.

  • Do children stay for free?
    One child under 6 years is allowed to stay free if they share the bed with their parents. However, only three guests per room are permitted in this arrangement. Every child at Citymax can get a 50% discount on breakfast.

  • Do you have family rooms?
    No, we don't, but we do have rooms with interconnecting doors that families may use. Check with Reservations for availability.

  • Are there special rooms (non–smoking, disabled-friendly)?
    We do have Smoking and Non-smoking rooms and we also have specially adapted rooms for disabled people. Check for availability when making your booking.

  • Will my credit card be charged when I book my reservation?
    Yes. This confirms your booking reservation with us.

  • Is breakfast included in the room rate?
    You can choose a package with or without breakfast. Both choices are available on our Reservations website.

  • Does the hotel offer all-inclusive packages?
    Our packages allow you to choose rooms with or without breakfast so that you don’t pay for what you don’t need. Throughout the year we offer special promotions and discounts. Ask our Reservation staff when you make your booking, or check the website directly.

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After you book

  • How do I know whether my booking was successful?
    You should see an onscreen notice with your individual reservation number that confirms your booking. To make doubly sure, we also send you an email confirming your booking details.

  • How do I confirm my booking?
    We send you an email confirmation when you book, so you don’t need to reconfirm with us. If you don’t receive the confirmation, email us at This could be because we have a wrong email address or our email is sitting in your Junk or Spam folder. Don’t forget to mention the:

    • name under which you reserved and reservation number
    • hotel name & city
    • check in & out dates
  • What is the check in and check-out time?
    Citymax’s check-in timing is 2pm and check-out is 12 noon. If you need to arrive early or leave later, contact Reservations so they can accommodate you accordingly. However, if your arrival is delayed, the hotel will hold your room until the day after your arrival since it's been confirmed with a credit card.

  • What is the latest time I can check in?
    Our reception is manned around the clock. Since you've already paid for your reservation, We'll hold your room for late arrival. You can check in at any time.

  • I need a receipt or invoice for my hotel booking.
    Sign in to your Citymax Account with your username and password. Then click on your reservation number and click on the ‘Print Receipt’ link for your printed invoice. If you have multiple bookings, select the reservation number of the booking invoice you need.

  • Can I amend my reservation after payment?
    Reservations can only be amended by cancelling the original booking and making a new reservation with new details.

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Cancellations & refunds

  • Can I cancel my bookings? What is the charge for this?
    Reservations can be cancelled free of charge up until 2pm 24 hours before arrival. Any later cancellations will be charged one night’s accommodation per room along with selected add-on packages. Certain Web Special offers do have a non-cancellable/non-ammendable clause. Please refer to individual Terms & Conditions for each offer under the offer details page.

  • How can I cancel?
    Sign in to your Citymax Account and retrieve your booking by clicking on your reservation number. Click on ‘Cancel’ then follow the steps on your screen. If you are cancelling before 2pm on the day before your arrival, we will refund the full amount. For cancellations after that, we will refund the amount minus one night’s accommodation including add-on packages as late cancellation fee per room. Once your booking has been successfully cancelled, it will take between 15-21 days to process your refund. The refunded amount will be reflected in your next credit card statement.

  • Can I reserve on the Internet and then cancel by calling the hotel directly?
    No, The refund on your card needs to go through the same channel as you used when making the reservation, or else the refund can't be processed.

  • I still haven't received my refund.
    Email us at with your Booking confirmation number. We'll sort it out.

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Citymax Account

  • How do I get a Citymax Account?
    The first time you make a reservation on our website, you'll be asked to register for your individual Citymax Account. Just follow the easy steps on your screen.

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Payment Options

  • How do I pay for my bookings?
    Payment will be collected from your credit card at the time of booking. You'll be transferred to a secure online payment screen and after the transaction goes through successfully, you'll get a unique payment transaction number.

  • Are online payments safe with Citymax?
    Yes. For further information about online safety, see the Data Security section on our Privacy Policy page.

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