Frequently asked questions
How can I trust Mr & Mrs Smith's hotel choices?
A hotel has to be genuinely special to make it into the Mr & Mrs Smith portfolio. Properties do pay a fee to be included, but this doesn’t mean that a place can buy its way in – the Smith team has to have decided it’s great before we even consider adding it to our exclusive collection.
I'm a Mr & Mrs Smith member. What special treatment do I get?
All members are eligible for Smith extras at any hotel they book through us (it could be a spa treatment, a bottle of champagne, museum tickets or something else). Check the bottom of each hotel overview page to see what extra is available at that particular hotel. In addition, you get access to year-round exclusive offers at Smith hotels, plus money back in your loyalty account every time you book, which you can spend on future stays.
I've signed up as a BlackSmith member online. Will I receive a membership card?
No. You can access all the benefits of BlackSmith membership just by logging in to the Smith site, and booking through Smith guarantees you get your Smith extra when you arrive at your hotel.
I am trying unsuccessfully to register my card online
If you signed up for your membership online, you will already have entered your details, and don’t need to register again. Simply log in with your email address and the password you selected when you joined. If you are unable to register a card that came inside a Mr & Mrs Smith book, please contact us.
I have lost my SilverSmith/GoldSmith card. How do I replace it?
To get a replacement card, please log in and click on the 'lost card' button on the left-hand side of the screen. If you are already logged in, you can request a replacement card now.
Do I need my card with me when I check in?
No, booking with Mr & Mrs Smith guarantees that you get your Smith extra when you arrive at your hotel.
I have been given a gift card. How do I redeem it?
To claim on a voucher, book online and enter your unique voucher reference in the appropriate box or call our Travel Team, who will help you choose how to spend it.
What does ‘on request’ mean?
'On request' means that when you book your accommodation, we have to double check with the hotel that the room you have selected is available on that date. We do this as quickly as possible and confirm back to you as soon as we can.
I can’t book a Smith recommended room. How can I be sure the other rooms are of the same standard?
All the rooms at Mr & Mrs Smith hotels are great -- not just the ones we specially recommend.
I don’t understand the payment and cancellation policy.
We always follow the hotels’ own cancellation and payment policies. Any deposit paid will be refunded in Smith hotel vouchers, provided the cancellation is made within the hotel's stipulated cancellation period.
Are airport transfers included?
They are generally not included in the room rate, but can usually be arranged by the hotel concierge if requested.
How do I update my profile and contact details?
In the members’ section, go to ‘my profile’. You will need to be logged in to access this area of the site.
I am trying to be more ecologically aware as a traveller. What is your policy at Mr & Mrs Smith?
As well as using sustainable paper sources for all our publications, we are currently in the process of developing our own in-depth eco policy, as we hope to minimise the environmental impact of everything we do. We compile detailed information on each individual hotel's eco-friendliness (whether they use locally sourced and organic ingredients, ecological detergents and toiletries; were built with natural or locally sourced materials; participate in recycling schemes; are energy efficient; are involved in any land- or wildlife-preservation schemes; invest in the local community or employ local staff at every level, etc), which are now featured on the hotel overview pages.
We hope to be able to offer members all the information they need in order to reduce their environmental impact whenever they travel. We are currently looking into calculating the cost of offsetting carbon emissions in all our own travel, and ways in which our customers can choose to offset theirs when they book through us. (If you know of any projects, or you are a company who could provide this service, please get in touch.) Although we appreciate this is by no means a solution, we are keen to acknowledge the effects of travel. In the meantime, we have provided some tips on how you can make your holiday more ethically and ecologically sound, which we hope you find helpful.
