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Terms & Condition

Welcome to The Citizen Hotels! By using our platform, you agree that you have read and understood these Terms and Conditions (“T&Cs”). This Agreement applies to your access and use of The Citizen Hotels website. If you do not agree to these T&Cs, please do not use or continue using the The Citizen Hotels’s website.

By you continue using The Citizen Hotels’ website or by downloading or posting any content from or on the platform, or by participating in the membership program, you acknowledge that you have read, and that you understand and agree to be bound by these T&Cs.

If you accept and/or agree to these T&Cs on behalf of a company or any other legal entity, you represent and warrant that you have the authority to bind that company or other legal entity to these T&Cs and, in such event, "you" and "your" will refer and apply to that company or other legal entity.


The Citizen Hotels Platform is an online market place that connects you, our valued Members or Guests, to browse, select, and choose, the accommodation that have been listed on our platform. To help you choose the right accommodation for your stay, our platform provides details of description and reviews related to the accommodation.


These T&Cs, read together with our Privacy Policy, govern the access or use by you, an individual, from within any country in the world, to The Citizen Hotels’s website, made available by The Citizen Hotels. Your continued use of the Platform indicates that you agree to comply with and be legally bound by the T&Cs and our Privacy Policy, whether or not you become a registered user of the Services.

These Terms expressly supersede all prior agreements and/or arrangements you may have with The Citizen Hotels. The Citizen Hotels, to the fullest extent permitted by law, may immediately terminate and/or modify these T&Cs or any Services with respect to you, or generally cease offering or deny access to the Services or any portion thereof, at any time for any reason without any further reference to you.

Supplemental Terms may apply to certain Services, such as policies for a particular event, activity or promotion, and such supplemental terms will be disclosed to you in connection with the applicable Services. Should there be any conflict between the Supplemental Terms and the T&Cs, the T&Cs will prevail. 

The Citizen Hotels may amend these T&Cs, any Supplemental Terms (as aforementioned) and our Privacy Policy from time to time. Such amendments shall be effective once they are posted on our Platform. It is your responsibility to review the T&Cs, any Supplemental Terms and Privacy Policy regularly. Your continued use of the Platform and Services after such amendments, whether or not reviewed by you, shall constitute your agreement to be bound by such amendments.

The Citizen Hotels ensures to the best of its ability that the information on the Platform is as accurate as possible. However, regardless of our efforts made, the information, materials and/or description of Services available on the Platform may inadvertently include inaccuracies, typographical errors, or outdated information. In addition, whilst The Citizen Hotels has implemented security on the Platform and attempts to make its Services as safe as possible, The Citizen Hotels does not guarantee that the Platform or its Services is free from any interference from any party(s).


The Citizen Hotels shall not be responsible for nor shall The Citizen Hotels be bound to honour any typographical and/or pricing errors on the Platform. The Citizen Hotels reserves the right to refuse and/or cancel any orders at any time, including but not limited to the orders that contain incorrect prices or product descriptions, orders in which The Citizen Hotels believes the Partner has violated applicable laws or these T&Cs, orders that The Citizen Hotels believes are harmful to The Citizen Hotels and/or orders that The Citizen Hotels believes are fraudulent or based on illegal, fraudulent or deceitful use/furnishing of information or based on false information. The Citizen Hotels neither warrants nor makes any representations regarding the quality, accuracy or completeness of any data, information, product or Service. The Citizen Hotels accepts no liability for any errors or omissions, with respect to any information provided to you from our Platform.

The Citizen Hotels shall not be held responsible when the Platform is inaccessible due to any reason beyond The Citizen Hotels’s control and/or during periodic maintenance of the Platform. You understand and agree that any material and/or data downloaded or otherwise obtained through the Platform is done entirely at your own discretion and risk. The Citizen Hotels will not be responsible for any damage to your computer and/or electronic systems nor the loss of data resulting from the download of such material and/or data.

Due to the nature of the Internet, The Citizen Hotels cannot guarantee the continuous and uninterrupted availability and accessibility of the Platform. The Citizen Hotels may restrict the availability of the Platform or certain areas or features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the Platform. The Citizen Hotels may improve, enhance and modify the Platform and introduce new Services from time to time.

The Citizen Hotels reserves its right, at its sole discretion, to modify the Platform, its contents and/or these T&Cs, , at any time and without prior notice and/or further reference to you.

Except for otherwise indicated, the software utilized and/or available on our Platform, including but not limited to any pictures, information, material.
The Citizen Hotels retains ownership of all Intellectual Property Rights, inclusive of all guest reviews or feedback and any translated content of the platform. By providing content, in whatever form and through whatever means, you grant The Citizen Hotels a non-exclusive, worldwide, royalty-free, irrevocable, perpetual, sub-licensable and transferable license to copy, modify, prepare derivative works of, distribute, publish and otherwise exploit, that content, without limitation. You are responsible and liable and you indemnify The Citizen Hotels of any damages should your content violates and/or infringes the intellectual property or privacy rights of any third party.

In addition, The Citizen Hotels respects copyright law and expects its users to do the same. It is therefore The Citizen Hotels’s policy to terminate, in appropriate circumstances, The Citizen Hotels Accounts of Members and/or other account holders who repeatedly infringe and/or are believed to be repeatedly infringing the rights of copyright holders. You should not submit, provide and/or publish any content which contains, amongst other things, discriminatory, obscene, sexual, pornographic, harassing, deceptive, violent, and illegal material, content and/or messages, or which infringes the intellectual property or privacy rights of any third party.

You are not permitted to, without any written approval from The Citizen Hotels: post, distribute or reproduce in any way any copyrighted material, trademarks, or other proprietary information without obtaining the prior consent of the owner of such proprietary rights, or remove any copyright, trademark or other proprietary rights notices contained in the Platform.
All trademarks, service marks, logos, trade names and any other proprietary designations of The Citizen Hotels used herein are trademarks or registered trademarks of The Citizen Hotels. Any other trademarks, service marks, logos, trade names and any other proprietary designations are the trademarks or registered trademarks of their respective parties. You are not permitted to use all registered trademarks of The Citizen Hotels without The Citizen Hotels’s written permission.


To the maximum extent permitted by applicable law, you agree to release, defend, indemnify, and hold The Citizen Hotels including all of its subsidiaries and/or affiliates, or any of their respective directors, officers and/or employees harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with: (i) your breach of these T&Cs (including any supplemental or additional terms that apply to a product or feature) or our Policies, (ii) your improper or unlawful use of the Platform (iii) your breach of any laws, regulations or third party rights such as intellectual property or privacy rights, and/or (iv) termination of your The Citizen Hotels account.

This indemnity provision shall survive and remain in effect regardless of the cancellation or deactivation of your The Citizen Hotels account.


The Citizen Hotels is not liable to you or anyone else who uses the Service through your account for any claims, liabilities, damages, losses, and expenses of any kind or form, indirect, direct, special, consequential, exemplary, or punitive damages, directly or indirectly arising out of or in connection with (i) these Terms, (ii) the use of or inability to use the Platform (iii) any communications, interactions or meetings you may have with someone you interact or meet with through, or as a result of, your use of the Platform including any loss of anticipated profit, loss of business, data, personal information), except for direct losses arising from or in connection with your account usage on our Platform which can be proven to have occurred due to our gross negligence or other violations. I

The Platform is intended solely for persons who are at least 18 years of age or older. Any access to or use of the Platform by anyone under 18 is expressly prohibited. By accessing or using the Platform represent and warrant that you are at least 18 years of age.

You must have The Citizen Hotels account to access certain features of the Platform. 

The Citizen Hotels does not endorse any Partners and/or any Accommodations. You are responsible for providing correct information on the Platform. The Citizen Hotels will not be responsible for any damage and/or harm that you might suffer resulting from your interactions with other Partners.

By using the Platform, you agree that any legal remedy and/or liability that you seek to obtain for actions or omissions of other Partner(s) and/or other third parties will be limited to a claim against that particular Partner(s) and/or other third parties and you agree not to attempt to impose liability on, and/or seek any legal remedy from The Citizen Hotels.

The Partners, not The Citizen Hotels (save for Accommodations operated by The Citizen Hotels), are solely responsible for honoring any confirmed bookings and making available any accommodation reserved through the platform. If you, as a guest, choose to enter into a transaction with a partner for the booking of an Accommodation, you agree and understand that you will be required to enter into an agreement with the partner and you agree to accept any terms, conditions, rules and restrictions associated with such Accommodation imposed by the Partner.

Listings for Accommodations will specify the Total Fees. Please note that The Citizen Hotels cannot control any bank related fees that may be charged to a Guest related to The Citizen Hotels’s collection of the Total Fees, and The Citizen Hotels disclaims all liability in this regard.

The Citizen Hotel will never ask for security deposit. All security deposit shall be handled by the partner. Please be aware that you may or may not be asked for a Security Deposit, during check-in.

Whilst The Citizen Hotels shall use reasonable efforts to address each Partner’s request and claims relating to the security deposits, The Citizen Hotels shall not be responsible for administering and/or accepting any claims by the Partners in relation to Security Deposits, and The Citizen Hotels disclaims any and all liability in this regard.
If, as a Guest, you wish to cancel a confirmed booking made via the platform, the cancellation policy of the partner contained in the applicable Listing will apply to such cancellation. Also, any refunds (if applicable) shall be made within 60 days to the customer's account.

If a Partner cancels a confirmed booking made via the Platform, (i) The partner shall make reasonable efforts to relocate the Guest to another Accommodation in the vicinity, depending on the availability of Accommodations; and (ii) the Guest shall receive an email and/or other correspondence (i.e. via SMS or telephone call) from The Citizen Hotels containing alternative Listings and other related information.

If the Guest requests a booking from one of the alternative Listings and the Partner associated with such alternative Listing confirms the Guest’s requested booking, then the Guest agrees to check-in to the alternate property without asking for any discounts, deductions or refund of the difference whatsoever it may be, in accordance with these Terms.


Additionally, please note that each Partner is responsible for determining local indirect Taxes and for including any applicable Taxes to be collected or obligations relating to applicable Taxes in Listings. Where applicable, or based upon request from a Partner, The Citizen Hotels may issue a valid VAT invoice to such Partner.

As a Guest, you are responsible for leaving the Accommodation in the condition it was in when you arrived. You acknowledge and agree that, as a Guest, you are responsible for your own acts and omissions and are also responsible for the acts and omissions of any individuals who you invite to, or otherwise provide access to, the Accommodations. In the event that a Partner claims otherwise and provides evidence of damage, including but not limited to, photographs, you agree to pay the cost of replacing the damaged items with equivalent amount. 

If you are a Guest, you understand and agree that The Citizen Hotels reserves the right, in its sole discretion, to make a claim under insurance policy related to any damage or loss that you may have caused or been responsible for to an Accommodations or any personal or other property located at an Accommodations.


Upon checking into our Partner’s Accommodations, you may be made to agree on a separate set of terms and conditions (“Partner’s T&Cs”) regarding your stay at said Accommodation. For avoidance of doubt, our Partner’s T&Cs are wholly distinct and separate from these T&Cs and will strictly between you and the Partner.

You hereby acknowledge that you are responsible for your own acts and omissions and The Citizen Hotels disclaims any and all liabilities that might arise from the relationship between you and the Partner.

You hereby acknowledge and agree that these T&Cs are to govern the usage of The Citizen Hotels Platform. In this regard, should any clause in our Partner’s T&Cs conflict with these T&Cs with regard to the usage of The Citizen Hotels platform only, these T&Cs shall survive and take precedence.


We welcome and encourage you to provide feedback, comments and suggestions for improvements to the Platform . You may submit Feedback by emailing us at or through the “Contact” section of website.

You hereby acknowledge and agree that all Feedback will be the sole and exclusive property of The Citizen Hotels and you hereby irrevocably assign to The Citizen Hotels and agree to irrevocably assign to The Citizen Hotels all of your right, title, and interest in and to all Feedback

A promotion code can be used to avail discounts.

In this regard, The Citizen Hotels reserves the right to:
•    change the terms and conditions related to offers and promotions without prior notice;
•    cancel the offers or promotions, or withhold any promotional benefits due to restrictions based on applicable terms of the promotion, cancellation/failure of the transaction, or discovery of acts of abuse, fraud and/or other suspicious activity.; and
•    disqualify any user from any promotion without prior notice to any user, in the event a user breaches any part of these Terms and Conditions.


The Platform comprises of an online platform through which Partners are offered to list their Property for Accommodations and Guests may learn about and book accommodations. You hereby understand and agree that The Citizen Hotels is not a real estate broker, agent or insurer or operator of accommodations save for accommodations operated by The Citizen Hotels.

The content is provided "as is", without warranty of any kind, either express or implied. As the provider of the Platform, The Citizen Hotels has no direct operational control and responsibility, and to the fullest extent permitted by law explicitly disclaims any warranties. The Citizen Hotels makes no warranty that the site, application, services, collective content, including, but not limited to, the listings or any Accommodations will meet your requirements or be available on an uninterrupted, secure, or error-free basis.

The Citizen Hotels disclaims all liability in this regard including but not limited to any action committed by partners, guests or users of the site which may violate public order, cause injury, bodily harm, or any unlawful action, committed either deliberately or otherwise. If you choose to use the Platform, you do so at your sole risk. We do not warrant that reasonable verification or background checks that it has already conducted on listings and/or Members will identify any past misconducts and/or prevent any future misconducts by the said Members/Partners. We encourage you to always conduct your own due diligence and care when selecting and deciding to stay in any accommodations.


Members and/or Guests shall not conduct any illegal activities inside any of the Accommodations or disturb the quiet enjoyment of other Guests or cause and/or commit any action that violates the public order, rules implemented by Partners in the Property, as well as prevailing laws and regulations. In the event of any violation, Members or Guest shall be held personally responsible.

Neither you or The Citizen Hotels shall be held responsible, if your booking is cancelled (wholly or partially) or delayed, by any event, that is reasonably beyond the control of and not caused by the fault or negligence of The Citizen Hotels, its subsidiaries or its Partner, including but not limited to, forces of nature, war, civil unrest, arson, blockades industrial action, breakdown of equipment and action or inaction by a government agency, market crisis, monetary, diseases and/or pandemics and/or epidemics (such as SARS, Covid-19, Ebola, etc) and economic crisis, and the existence of laws and regulation which arise negative effects and losses for the implementation of the Agreement.

As a result of the event above, The Citizen Hotels and its Partner shall not be held responsible for such cancellation and you agree to release The Citizen Hotels and its Partners from any loss suffered by you and/or any legal claim that may be brought by you in the future related to such cancellation.

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