Citin Hotel: Faq

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Citin Hotels

FAQ

How do I place a booking on www.citinhotels.com?

There are two ways to place a booking on www.citinhotels.com

1.	"Search for a Citin hotel on our interactive map" - Click search on map, select a country, select a property. Once you have selected a property, enter your dates.

2.	"Check Availability & Rate" - Select a country, select a city, select a property and submit.

How do I know that this booking has been successfully made?

Following the submission of your credit card details a screen with 'Confirmed Reservations' will appear. Within that screen beneath 'Reservation Details' will be your reservation no. GK 8888. This is a guarantee that your reservation has been received; in addition you will receive a confirmation by email to the email address provided within. As an added measure, print the page.

Up until what time can I make an online booking for the same day?

As we operate 24-hours a day, we accept bookings at all hours. However, a one night fee still applies regardless of how late you arrive.

How do I review/amend my booking?

Under 'Check Availability & Rates', click on 'Amend/Cancel Reservation' and then click on 'Amend' to view details. Make the necessary amendments and click on 'Send Amendment'. A screen will appear confirming submission of amended request to hotel. You will then be informed via email on the status of your amendment.

How can I cancel a booking? Is there a penalty charge?

Under 'Check Availability & Rates', click on 'Amend/Cancel Reservation' followed by 'Cancel' button. Details of your booking will appear. Fill in reason for cancelling and then click on 'Send Cancellation'. Once a booking is cancelled it cannot be re-instated online and your reservation may be subject to a cancellation fee (terms & conditions apply).

What happens if I don't show up?

If you are do not show, you will be charged for one night's accommodation.

What methods of payment are accepted at a Citin hotel?

At Citin, cash is welcome and most major credit cards are accepted, however, cheques are not an acceptable mode of payment.

Are my credit card details necessary when placing a booking?

Yes, your credit card details are necessary in order to guarantee your booking, however, once at the hotel you are welcome to pay by cash or credit card.

Will my credit card be charged?

We may block an amount on the card to guarantee payment but this block is released in two weeks if not used. We do not charge without authorisation.

How safe are credit card details that are submitted online?

Our hotel uses SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of information is very important for us.

For added security, guests are requested to present the credit card used in the online booking/purchase of accommodation together with personal identification (ID card or passport) upon check-in.

Should you not wish to submit your credit card information online, we are pleased to accept reservations via fax or phone. However, credit card information will still be required to guarantee the reservation.

What is your latest check-in time?

Providing you have given your credit card details as a guarantee, your booking will be held until your stated arrival time.

Is there a minimum night's stay?

Yes, a booking must be placed for a minimum stay of one night.

What are the reception hours of a Citin hotel?

Citin hotels are open every day of the week, 24-hours a day.

What are check-in and check-out times? Early check-in? Late check-out?

Standard check-in time is 2.00pm and check-out is 12.00noon. A hotel may occasionally offer or allow for an early check-in or late check-out, this will be subject to availability.

Are the public areas of the hotel air-conditioned?

The public areas of some of the Citin hotels are not air-conditioned but if not ceiling fans are in place.

Are the rooms air-conditioned?

For greater comfort, all rooms are air-conditioned.

Are there non-smoking rooms?

Yes, the options are there for all Citin hotels; when placing your booking, please indicate your preference for a non-smoking room in the 'requests' box. Rooms are subject to availability.

Are there inter-connecting rooms?

Not all Citin hotels will offer inter-connecting rooms. Please check with the hotel concerned.

Are bathrooms ensuite?

Yes, all Citin hotel rooms have ensuite bathrooms, assuring privacy.

Are guests allowed?

Yes, outside guests are allowed providing they are accompanied by a hotel guest.

Are children allowed in the same room as their parents?
Is there an extra cost?

Children below the age of 12 are welcome to share the existing bedding in parent's room at no extra cost. However, should you require an extra bed or mattress an extra cost will apply.

Are extra beds available?

Extra beds are available at all Citin hotels; a cost will apply so please check with your respective hotel.

Are baby cots provided?

Not all Citin hotels provide a baby cot, please check with the hotel.

Are there telephones in the room?

All Citin rooms are fitted with a telephone; there is no charge on an incoming call but do note a charge will apply for all outgoing calls.

Do you provide a wake-up call?

As all Citin hotels operate 24-hours a day, a wake up call is possible at any time, day or night.

Do your provide coffee/tea making facilities?

Most Citin hotels provide coffee/tea making facilities. Please check with the respective hotel.

Are there safe boxes in the room?

For peace of mind, all Citin hotel rooms with the exception of Citin Langkawi are fitted with in-room safes.

Is there Internet access? In the rooms? In public areas?

Most Citin hotels will provide in-room Internet access on a complimentary basis for in-house guests. Many Citin hotels have Internet stations in the public areas or even WiFi. Please check with your respective hotel.

Is there a gym?

Most Citin hotels do not have a gym, however, there are exceptions. This facility will be indicated by an icon.

Is there a restaurant in the hotel?

Yes, all Citin hotels have a restaurant serving local as well as international dishes.

Is breakfast included in the price of the room?

There are rates that include breakfast and those that don't. For our latest rates, visit our special offers page or go to Check Availability & Rates

Is there room service?

Most Citin hotels will offer room service though hours may be limited.

Is there a swimming pool?

Though not all, many Citin hotels have a swimming pool. This will be indicated by an icon by the respective hotel's name.

Are there parking facilities?

Parking on-site for most of the Citin hotels is generally not possible, however, off site parking is reasonably priced and walking distance. Parking will be indicated by an icon.

Can I store my luggage?

Yes, luggage can be stored at the hotel whilst you travel, however, any luggage left unclaimed after 30 days, and unless otherwise indicated, will be removed.

How do I send a thank you note, make a complaint or give a suggestion?

If we have served you well, it is a job well done. Please write to us at sales@compasshospitality.com, alternatively, place your review on Trip Advisor. If you have a complaint to lodge, our sincerest apologies and we will do everything within our means to address the matter. Please write to us at sales@compasshospitality.com.

Is there a complete list of all Citin hotels?

All Citin hotels are listed on the Contact Us page on our site, alternatively, use the interactive map. If you would like a hardcopy of our brochure or fact sheet please write to us. Addresses can be found on the contact us page.

How do I search for rates or availability of a particular hotel?

For rates or availability on a Citin hotel, insert dates and click on 'Check Availability & Rates' box.

Disclaimer: Facilities and services may be added or removed at the hotel's discretion, if necessary please check with the respective hotel for their latest list of facilities and services.