We booked and paid for a medium sized room. You allocated us a small room. Several attempts to contact you over the next two days by telephone. Never got beyond the answering machine telling us th... See more
Company replied
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Review summary
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Reviews shaping this summary
Jo who we spoke with was v polite and beyond helpful. We had a question before confirming our booming and she offered to phone the hotel later in the day when it was open and address everything and co... See more
Company replied
Brilliant service today from Charles who handled my booking enquiry and was able to help me with all the information I needed. He was extremely knowledgable about the hotels /villas and the services... See more
Company replied
Charles was helpful and accommodating of our schedules. He was very knowledgeable as well and walked us through several properties and their locations to help us find the perfect spot. We’re looking f... See more
Company replied
Company details
About Mr & Mrs Smith
Written by the company
Luxury and Boutique Hotels across the globe for the most discerning traveller
If you’re reading this, it’s probably because you’re a hotel lover. Or hotel curious at least. But before we get to the objects of our affection, allow us to introduce ourselves…
Mr & Mrs Smith (a nod to the classic check-in nom de plume for illicit stays of old) began life in 2003 with two adventurous hotel lovers (our real-life Mr and Mrs: James and Tamara Lohan) and has evolved into a global travel club with more than a million like-minded members.
Our carefully curated (and responsibly sourced) collection now includes hotels in the sky (if you’ve never woken up in a treehouse, we can change that), hotels in caves, hotels above water, hotels underwater (well, partially), hotels a million miles away, hotels on your doorstep…
It’s no accident that the collection is so special. Entry is by invitation only and every hotel is visited by our team and anonymously reviewed by a diverse bunch of trusted tastemakers.
Hotel club for travel lovers
Written by the company
- Helping you find and book the world’s best boutique and luxury hotels
- We are always here for you to support your choice and inspire you to book the best boutique and luxury hotels around the globe. Just visit our website, call us or chat us.
Contact info
United Kingdom
- www.mrandmrssmith.com
4.6
Excellent
8K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
Amazing Experience
It was seamless and incredibly easy through the Booking process! Mr&MrsSmith has tremendous credibility and always a first step to where one should book!
12 October 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience with our reservation system. Thank you for your wonderful feedback and for trusting us to assist with your travel plans.
Mr & Mrs Smith are always helpful and…
Mr & Mrs Smith are always helpful and efficient when dealing with bookings Also very helpful re any changes which may need to be made. Friendly and proactive staff
2 October 2026
Reply from Mr & Mrs Smith
We are happy to hear that our team has been so attentive and efficient with your reservations and modifications. Thank you for your positive feedback.
first time i have used Mr &Mrs Smith…
first time i have used Mr &Mrs Smith and so impressed. will definitely be using from now on and recommending to family and friends
5 October 2026
Reply from Mr & Mrs Smith
We're happy to hear that your very first booking with us went so well. Thank you for your kind feedback and for sharing us with loved ones.
Clear and easy to use
Clear and easy to use. I I’ll look forward to the complementary wine!
12 October 2026
Reply from Mr & Mrs Smith
We are happy to hear that our platform was smooth to navigate and clear for you. We hope you enjoy the welcome drink!
Reply from Mr & Mrs Smith
We are glad you enjoyed our selection of hotels, and we thank you for your feedback.
Reply from Mr & Mrs Smith
We are glad you enjoyed your stay. Thank you for your feedback regarding our search tool, we are actively working on this at the moment so hopefully there will be improvements online very soon.
Wunderful days
Bathroom, especially shower a bit old.
Glutenfree food for breakfast not so good
But all the rest is really very beautiful.
5 October 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your stay, and we appreciate your feedback on the bathrooms and breakfast options- we'll be looking into this with the hotel.
Reply from Mr & Mrs Smith
Thank you for your feedback. We are happy to hear that you had a wonderful stay.
Unresponsive, horrible experience
Furious - this is a total scam of a website. I canceled our stay using an online form and replied to the booking email because I have never experienced a website requiring a form to “request” cancellation before the deadline.
Due to Etna erupting we had to modify our travel plans. It took almost a week
to get a response from Mr and Mrs smith and ultimately I was charged the full stay because nobody communicated with the property that I needed to cancel.
This whole experience has been bizarre, frustrating and ultimately expensive. Beware.
5 September 2026
Reply from Mr & Mrs Smith
Hello, Thank you for reaching out and sharing this feedback, we have been in touch directly to ask for some more information regarding your cancellation request history. Many thanks
Quick and easy to use
Quick and easy to use - thank you … and for the freebie bottle, too!
10 October 2026
Reply from Mr & Mrs Smith
Thank you for the positive feedback. We're glad you enjoyed your Smith extra too!
Reply from Mr & Mrs Smith
Thank you for your review. We are really happy to hear you enjoyed our hotel selection and found the prices to be fair.
Had to wait ages for the phone to be…
Had to wait ages for the phone to be answered. Then I received email summarizing cost at a different amount than agreed, I replied asking why the figure was different and never got a response. For a supposed boutique service phone should be answered quickly and it’s not ok not to resold to emails.
2 October 2026
Reply from Mr & Mrs Smith
Thank you for taking the time to share your feedback. We regret that our response times and communication regarding your billing details fell short of expectations. We are reviewing our phone and email procedures to ensure prompt and accurate support moving forward.
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience booking with Charles!
Booking Efficiency
A very simple, straightforward, and well communicated booking process.
8 October 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience with our smooth reservation system. Thank you for your review!
Mallory was very helpful
8 October 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience with Mallory - thank you for your feedback.
Reply from Mr & Mrs Smith
We are happy to hear our team member was friendly and helpful. Thank you for your review.
Excellent booking process and follow up…
Excellent booking process and follow up emails.
Had a lovely stay.
Thank you
31 July 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your stay and had a smooth experience booking through Smith - thank you.
prompt response to a query on the…
prompt response to a query on the bathroom was v helpful
29 September 2026
Reply from Mr & Mrs Smith
We are glad our team came back to you quickly and were helpful. Thank you!
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