Citadines

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Citadines is an international serviced residence and aparthotel brand operated by The Ascott Limited, offering apartment-style accommodations with hotel-style services in major cities worldwide.

Singapore
citadines.com
Owned by The Ascott Limited (owned by CapitaLand Investment Limited)

About Citadines

Citadines is a global aparthotel and serviced residence brand under The Ascott Limited, a Singapore-based lodging company owned by CapitaLand Investment Limited. Citadines properties blend the comfort and space of an apartment—typically including kitchenettes or full kitchens and separate living areas—with hotel-style amenities such as housekeeping, 24-hour reception in many locations, and on-site facilities like fitness rooms and laundry. The brand is positioned for urban travelers and long- or short-stay guests in key cities across Europe, Asia-Pacific, the Middle East, and North America, and is frequently referred to as “Citadines Apart’hotel.” ([capitaland.com](https://www.capitaland.com/en/about-capitaland/newsroom/news-releases/international/2022/sep/Ascott-unveils-Citadines-brand-refresh-to-prepare-for-next-phase-of-growth-for-its-aparthotel-brand.html?utm_source=openai))

A charge labelled "GUESTRS*CITADINESC" on a card statement most likely relates to a booking at a Citadines property, processed via an online booking or reservation platform (e.g., a branded booking engine or third-party intermediary that truncates the name in the descriptor). This could be for a short hotel-style stay, an extended serviced-apartment stay, or a prepaid/non-refundable rate. In some cases, the charge may appear under a single Citadines location name or an abbreviated form of the brand plus city, but the underlying merchant is still Citadines as the lodging provider.

If you have questions about this charge, the best first step is to look up your email for any Citadines confirmation, invoice, or modification emails around the transaction date, and to log in to the booking channel you used (Citadines’ official site or a third-party such as an online travel agency). From there you can confirm dates, rates, and cancellation terms. If something looks incorrect, contact the specific Citadines property or The Ascott/Citadines customer service via the contact details on citadines.com or your booking confirmation. For unrecognized or duplicate charges, your card issuer can also assist with disputing the transaction if you cannot resolve it directly with the property.

Bank Statement Variations

1 known variations

These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to Citadines.

  1. GUESTRS*CITADINESC

Frequently Asked Questions

Why does my card statement show a charge as "GUESTRS*CITADINESC" instead of the full Citadines hotel name?

Many booking and payment systems use shortened billing descriptors. "GUESTRS*CITADINESC" likely reflects a reservation processed for a Citadines property through a guest-reservations/online booking platform, which truncates both "Citadines" and the city or property name. Check your booking confirmation email from Citadines or your travel site to match the amount and dates.

Is the Citadines charge a prepayment, deposit, or full room charge?

Citadines properties use different payment policies depending on the rate you booked. Advance-purchase and promotional rates are often fully prepaid at booking, while flexible rates might only take a pre-authorization or one-night deposit before arrival and charge the balance at check-in or check-out. Your confirmation email and rate conditions will specify whether the amount was a deposit, prepayment, or final room charge.

Why was I charged by Citadines even though I cancelled my reservation?

Some Citadines rates are non-refundable or have a deadline (for example, free cancellation up to a certain date and time). If you cancelled after that deadline or booked a non-refundable rate, the hotel may retain all or part of the payment. Review the cancellation policy in your confirmation, then contact the property or the booking channel you used to see if any exception or partial refund is possible.

How can I get an invoice or folio for my Citadines stay to reconcile this charge?

You can usually request an invoice directly from the property’s front desk via email or phone, using your name, stay dates, and confirmation number. If you booked through the Citadines or Discover ASR website, you may also be able to access your folio or receipt via your online account or the link in your post-stay email. For third-party bookings, the OTA (e.g., Booking.com, Expedia) may provide an invoice in your trip details.

Does Citadines place temporary authorization holds on my card, and can these appear as extra charges?

Yes. Like many hotels, Citadines properties often place a temporary authorization hold at check-in to cover incidentals or security. This can show on your online banking as a pending charge separate from the room rate. Holds are released by Citadines after check-out; your bank may then take several days to remove the pending amount from your available balance.

How do I contact Citadines or The Ascott about an unfamiliar or incorrect charge?

Start by identifying the specific Citadines property from your booking confirmation or travel dates, then call or email the hotel directly using the contact details on citadines.com. If you cannot identify the property, you can contact The Ascott/Citadines customer service via the brand’s global website contact page with your full name, card’s last four digits, charge date and amount, and any booking references so they can trace the transaction.

Can a Citadines booking made through an online travel agency still appear as a Citadines charge on my statement?

Yes. Depending on how the rate is structured, some OTA reservations are merchant-of-record bookings where the OTA charges you, while others are "pay at hotel" reservations where Citadines charges your card at the property. In the latter case, your statement will show Citadines or a shortened descriptor like "GUESTRS*CITADINESC" even though you booked through a third-party site.

What typical amounts do Citadines charges appear for, and can they be split over multiple transactions?

Citadines charges typically reflect nightly room rates plus taxes and fees, which may be bundled into a single total or split as separate line items (room, taxes, incidentals). For longer stays, some properties bill in segments (e.g., weekly or monthly), so you might see multiple similar charges. Review your booking details to confirm the nightly rate, taxes, and any additional services such as parking or breakfast that could account for the total.

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