US
FAQs
Do I have to be a member to book online?
No, anyone can book with Mr & Mrs Smith. Only members are eligible for special offers, however. If you would like to become a member (it costs just £10), click here
I'm a Mr & Mrs Smith member. What special deals/discounts/offers/VIP treatment do I get?
All members are eligible for offers at any Smith hotel they stay at. Check the bottom of each hotel overview page to see what offer is available at that particular hotel and remember to mention your Smithcard when booking and flash it at check-in when registering at the hotel. Smith members get to hear about new hotels first; we have a special members’ section of the website with news and information just for you, plus exclusive shopping pages. We also arrange special offers from time to time, in addition to the hotels’ standard Smith offers. These are usually offered for a limited time period, and might be weekend packages, three nights for the price of two, a free massage or brunch, etc…
I have bought Smith membership online. Will I receive a membership card?
Yes, your membership card will be sent to you by post within four working days of your order.
I have not received my membership card yet. Can I book a hotel?
Yes, you can go ahead and book now. If you have purchased online membership, you will automatically be logged in as a member, so you will see all the special offers. Just make sure you take your membership card with you when you check in.
I have two Smith cards. Do I need to register both?
No, you don't need to register both cards. Keep the extra card in case you lose the first one!
I am trying unsuccessfully to register my card online
If you bought your membership card online, you will already have entered your details, and don’t need to register again. Simply give your email address and the password you selected at the time of purchase. Click here to login. If you are unable to register a card that came inside a Mr & Mrs Smith book, please click here to contact us.
I have lost my Smith card. How do I replace it?
To get a replacement card, please click here to log in to the members’ section. Once you are logged in, click on the 'lost card' button on the left-hand side of the screen. If you are already logged in, you can click here.
Do I need my card with me when I book or check in?
To ensure you get the Smithcard offer associated with that hotel, we advise you to state your membership number when making the booking, and present your card when you check in.
How do I get special offers I've seen on the website?
At the bottom of each hotel page, you will see the Smithcard offer for that particular hotel. All you need to do is make sure the hotel knows you are a member when you book, and that offer will be forthcoming when you arrive at the hotel. Take your Smithcard with you to make sure.
What is a Smithcard offer?
A Smithcard offer is a treat provided by the hotel for members, for example: a bottle of champagne, a room upgrade or a late check-out. Only registered Smith members are eligible. We also arrange special offers from time to time. These are usually offered for a limited time period, and might be weekend packages, three nights for the price of two, a free massage or brunch, etc…
I have bought a voucher. Who will it be made out to?
When you buy a voucher, you will receive it by post. You will also receive information telling you how to use your voucher.
I have been given a voucher. 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 on 0845 034 0700 (or +44 (0)20 8987 4312 if outside of the UK) who will help you choose how to spend it. We guarantee best available rates.
What does ‘on request’ mean?
If a hotel appears ‘on request’, that is because it doesn’t have the technology needed to give you up-to-date availability information. What this means is 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 via email – usually within three hours.
All the Mr & Mrs Smith hotels in a given destination are fully booked for the dates I’m looking for. Can you help?
Of course we can: give our travel team a call on 0845 034 0700 (or +44 (0)20 8987 4312 if outside of the UK)
I can’t see any hotels in the place I want to go to: can you offer more destinations?
Check our destinations page (click here) for a complete list of all the places we cover. If you can’t find what you are looking for, give us a call; we may be able to help. Call our travel team on on 0845 034 0700 (or +44 (0)20 8987 4312 if outside of the UK).
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 shall be refunded, provided the cancellation takes place outside the hotel's 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. At the moment, we are compiling 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 will be featured on the overview pages soon.
We hope to be able to offer readers 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.). While 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.
To find out what Mr & Mrs Smith members are saying about us, please click here