Best-price guarantee terms & conditions

Found a lower publicly available rate for the same stay? Let us know and, if your claim qualifies, we’ll issue a loyalty credit. 

If you find a lower rate for an identical booking on another website than the rate shown on mrandmrssmith.com, you may qualify for our best-price guarantee. 

To qualify, the lower rate must: 

1. Be publicly available and immediately bookable online.  
2. Be for the same stay (i.e. same hotel, length of stay and stay dates, guarantee, room type, number of guests, and included amenities) 
3. Have the same booking terms, including cancellation and payment policies.  
4. Be available at the time we verify the claim.  
5. Be at least 3% and at least £10 (or the equivalent) lower than the rate offered on mrandmrssmith.com.  

The following rates do not qualify: 

1. Rates booked through travel agents or resale sites, including auction sites or mystery hotel sites where the hotel name is not revealed until after booking.  
2. Non-public negotiated rates, including travel agent, staff, corporate, group, or member-only rates.  
3. Rates obtained through limited-time promotions, promo codes, cashback, coupons, vouchers, discounts, or discounts related to loyalty programs.  
4. Package rates or rates bundled with extras.  
5. Rates on websites that do not allow bookings or payments, including sites that redirect to a third-party booking site.  
6. Rates that are not immediately bookable such as rates on certain third-party websites that do not provide an immediate email confirmation of the booking after completion of the reservation or that are confirmed as “on request” or similar status with confirmation sent at a later time.  
7. Qualified discount rates including, but not limited to, Government, AAA or Senior Citizen discounts. 
8. Rates that Mr & Mrs Smith is unable to reasonably verify.  
9. Rates found on Hyatt.com or for Hyatt-branded hotels.  

How to Submit a claim 

Submit an inquiry here, and someone will be in touch. Claims must be submitted more than 24 hours before first available check-in time for the related reservation. Claims submitted less than 24 hours of first available check-in time do not qualify. 

Loyalty credit 

Qualifying best-price guarantee claims will receive a loyalty credit of £50, or the equivalent in other eligible currencies. Loyalty credit is subject to terms and conditions found here.  

Additional terms 

Please note, that you may only qualify for the best-price guarantee up to four (4) times per calendar year. Please promptly submit your claim. If submission is not prompt, the lower rate may no longer be available to verify, and we may be unable to approve the claim. We reserve the right to decline claims that we reasonably believe have not been submitted in good faith or which constitute fraud.  

Further please note:  

• In the event that the competing rate is in a different currency than the rate on mrandmrssmith.com, we will convert the competing rate and the rate on mrandmrssmith.com into a common currency chosen by us in our sole discretion. 
• Once Mr & Mrs Smith confirms a valid claim, the guest cannot make any changes to the dates of the stay or the name on the reservation without invalidating the claim. 
• Any reservations made with consecutive night stays at the same location shall be considered one stay/reservation for purposes of the best-price guarantee and therefore, shall only receive one (1) reward if verified and eligible. 
• A claim form may be rejected by Mr & Mrs Smith if it is incomplete, is submitted in a language not used on Mr & Mrs Smtih.com, or concerns a non-Mr & Mrs Smith website or mobile application that is in an unsupported language. 
• Mr & Mrs Smith reserves the right to deny a claim from third-party websites displaying unauthorised rates. 
• Mr & Mrs Smith may deny claims relating to a time during which a Mr & Mrs Smith website, or certain rates are not available due to an outage, technical issue or circumstance beyond Mr & Mrs Smith’s reasonable control. Examples of which include, but are not limited to, the following: any error, omission, interruption, defect or delay in transmission or communication; viruses or technical or mechanical malfunctions; interrupted or unavailable cable or satellite systems; failures of electronic equipment, computer hardware or software; or lost or unavailable network connections, or failed, incorrect, incomplete, inaccurate, garbled or delayed electronic communications or claim information. 

Any disputes arising out of these Terms and Conditions or Mr & Mrs Smith’s best-price guarantee offer shall be resolved individually, without resort to class action, and shall be governed by the laws of the state of Illinois, without regard to its conflict of law principles. All decisions regarding Mr & Mrs Smith’s best-price guarantee will be made by Mr & Mrs Smith in its sole discretion. The best-price guarantee is subject to change or revocation at any time.