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
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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
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
The whole experience was really fab. Super easy to book and to get the complimentary gift. The hotel was perfect and all the staff were amazing. I always trust mr & Mrs smith recommendations
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
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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!
very good telephone agents
very good telephone agents
the agent had been to the hotel we were booking and also dealt with the issue we were having as the blooking wouldnt go through online
5 October 2026
Reply from Mr & Mrs Smith
We are delighted to hear that our team member's firsthand experience at the property helped , and that they were able to help get your booking confirmed. Thank you for taking the time to share your kind feedback with us.
Booking was straight forward on the website
Website is clear and simple. Booking process straight forward
21 September 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience using our easy site to complete your reservation. Thank you for your feedback!
Brilliant customer service
Their price guarantee is no joke - and the team were so helpful in price matching for our trip.
4 October 2026
Reply from Mr & Mrs Smith
Thank you for the positive feedback. We are glad our team could assist you with your price match.
Very good customer service
We spoke to James who was very helpful in our choice of area that we wanted to be. Very professional.
2 October 2026
Reply from Mr & Mrs Smith
We are happy to hear James helped you choose the perfect hotel! Thank you for taking the time to feed this back.
Reply from Mr & Mrs Smith
Fantastic! Thank you very much for sharing your positive feedback with our team.
Excellent service helpful and…
Excellent service helpful and informative many thanks to Jack
2 October 2026
Reply from Mr & Mrs Smith
Thank you very much for taking the time to leave this review. We'll pass your kind words on to Jack too.
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience with our team's fast and courteous service. Thank you for your feedback.
Mr. and Mrs. Smith to the rescue
I kept trying to book the hotel and it would not go through so I finally gave up. The next day I received a call from Mr. and Mrs. Smith who helped me to book the special rate by calling the hotel. They were efficient and courteous.
24 September 2026
Reply from Mr & Mrs Smith
Thank you for sharing your positive feedback with us. We are glad you enjoyed your experience after the initial booking difficulties. It is wonderful to know our team were able to get this booked in for you.
Reply from Mr & Mrs Smith
Great, thank you for taking the time to review us!
It was simple to make reservations and…
It was simple to make reservations and when I had a question the staff called me and took care of everything. Charles was very responsive and helpful! We look forward to our reservations.
23 September 2026
Unprompted review
Reply from Mr & Mrs Smith
We are glad you enjoyed your experience with our smooth booking process. We appreciate your kind words about Charles' prompt support. We look forward to hosting you soon for a wonderful stay.
Great customer service from the team as…
Great customer service from the team as always
23 September 2026
Reply from Mr & Mrs Smith
We are glad you enjoyed another great booking experience with us. Thank you for taking the time to let us know.
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