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Help & Support: FAQs

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 12 years old can stay free of charge if they share the bed with their parents. However, only three guests per room are permitted in this arrangement. Child below 12 can get 50% discount on breakfast, while below 6 is free of charge.

Do you have family rooms?
No, we don’t, but we do have rooms with interconnecting doors that families may use. Check our website 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?
Payment policies vary per selected rate plan or offer, please refer to individual terms & conditions for each

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

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 reservations@citymaxhotels.com with:

  1. the name under which you reserved and reservation number
  2. hotel name & city
  3. check in date
  4. check out date

What is the check in and check-out time?
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.

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/cancel my reservation after payment?
Amendment/Cancellation of the reservation is subject to rate plan and terms & conditions initially booked. You may check if your reservation could be amended/cancelled by using ‘Manage Booking’ option on the website.

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 and when do I get my refund if my booking is on refundable basis?
Once your booking is successfully cancelled, it will take 15 to 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. What should I do?
Email us at reservations@citymaxhotels.com with your Booking confirmation number. We’ll sort it out.

Payment Options

How do I pay for my bookings?
Payment policies vary per selected rate plan or offer, where there may be a requirement to provide 100% deposit for the entire stay duration or only a credit card number for guarantee purpose. Please refer to individual terms & conditions for each. Citymax Hotels accept Visa and MasterCard as our preferred payment options.

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