I’ve had excellent stays at CitizenM hotels in London and Switzerland, so I was excited to try the South Beach location. Unfortunately, this visit was a mix of highs and lows.
The hotel’s modern design and amenities are consistent with the CitizenM brand, but some interactions felt less welcoming than expected. At check-in, the process was stricter than I’m used to, requiring ID and credit card verification even though I typically use the contactless system. While I understand the need for security, the tone could have been more inviting.
At breakfast, staff requested my keycard to prevent potential scammers, which I understand but found the approach somewhat rigid. Additionally, I noticed moments where unconscious bias seemed to influence staff interactions with guests, which was disappointing.
To their credit, management responded to my concerns, assured me they hear my feedback, and expressed a commitment to ensuring a better experience for my next stay. I appreciate their efforts and remain optimistic about improvements.
CitizenM remains a brand I admire, and I hope my next visit aligns with the excellent experiences I’ve had at their other locations.