The travel club for hotel lovers

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?

Whenever you book a Smith hotel through us, you receive a special, life-enhancing Smith extra on arrival (it could be a spa treatment, a bottle of champagne, museum tickets or something else). Check the hotel overview page to see what extra is available. Smith extras may not be applicable for some special-offer bookings – if that's the case, it will be clearly displayed. In addition, you get access to year-round exclusive offers at Smith hotels. SilverSmith and GoldSmith members get money back in a loyalty account with every booking.

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?

You can request a replacement card by contacting us.

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 Smith24 team,  who will help you choose how to spend it.

Can I use more than one gift card or voucher to make a booking?

Yes – but not online. If you'd like to put two or more gift cards/vouchers towards a single booking, please call the Smith24 team.

What is the Smith deposit for?

The Smith deposit is a percentage of the stay cost taken to secure your reservation when you book with us. It’s not an addition to the cost of the stay, and is deducted from the hotel booking total. The Smith deposit is fully refundable if you need to cancel, provided you do so in writing before the hotel’s cancellation policy comes into effect.

Why are some rooms not available to be booked online? What does ‘on request’ mean?

For a number of reasons – usually if there are only one or two rooms in a certain category – a hotel might be unable to provide up-to-the-minute availability information for the Smith site. We don’t provide online booking for hotel rooms where we can’t guarantee availability, but these ‘on request’ rooms are, more often than not, available to book by phone. If you’d like to book an on request room, just call the Smith24 team and they will confirm with the hotel whether it’s available.

Can you hold the room for me for 24 hours?

That’s down to the hotel’s own policies. Check with your consultant and they’ll let you know if we can hold the room for you.

Can I make a booking for a friend or relative under my membership?

Yes. And if you're a SilverSmith or GoldSmith you’ll get the loyalty money too. 

I made a mistake on my reservation/need to alter my dates – how do I do this?

Contact us to let us know. As long as your amendments don’t conflict with the hotel’s cancellation policy and assuming there is availability, we’ll make any changes you require.

Are you able to guarantee a particular room at a hotel?

We can’t always guarantee a specific room when a hotel has several rooms in one room category – but we can certainly do our best. If there’s a particular room you’d like to stay in, please let us know and we’ll see what we can do.

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.

How do I cancel my booking?

If you need to cancel for any reason, please do so online by visiting your bookings area. Or you can contact us and we'll review the cancellation policy, contact the hotel for you and be in touch once the cancellation has been processed. If you cancel before the hotel's cancellation policy comes into effect, any deposit you have paid will be refunded.

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 to the card used to book, 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, unless specified, but the Smith24 team can arrange transfers for you – just ask when you book.

Why do I have to pay in full when I use my SilverSmith or GoldSmith loyalty money or a Smith gift voucher?

Full prepayment is required for these sorts of bookings because it’s the simplest way to ensure the hotel is paid the correct amount, and prevents any confusion or awkward moments at check-out. However, if the amount of loyalty money or the value of the voucher is less than the deposit, we can deduct it from the deposit and the balance may be paid in the usual way. We realise it can sometimes be inconvenient, but you can rest assured that, as with a credit card booking, if you do need to cancel, as long as you do so within the terms of the hotel’s cancellation policy, your loyalty money or Smith voucher will be reinstated, and any additional money you have paid will be refunded to your credit card.

I’ve been put through to someone in the London/Los Angeles office – how much is it costing me?

No more than a call to the New York office (free if you’re calling our toll-free number from a landline). Although we have offices in other countries, it doesn’t cost a penny more to speak to someone in a different region.

I’ve got back from my stay and I’d like to give feedback. Whom should I send this to?

After your stay, you should get an email from us inviting you to leave a comment on the hotel’s Guestbook page – please do, as these are very helpful to other members and the hotel, and we love to hear of any discoveries you made in the local area during your trip. If you booked with our Smith24 team, your consultant would also love to hear how your stay went. If you have feedback about the consultant themselves, you’ll find a link on your confirmation to do so. Anything positive will be relayed straight to them, but if you feel their service could have been improved it will be addressed as part of their ongoing training. If something went wrong with your stay, or if there’s something you think the hotel needs to address, please let us know by contacting us.

I just found a Smith hotel voucher at the bottom of a drawer but it’s expired – can it be extended?

We can’t promise that it will, but we’ll certainly do our best to help. Contact us  and we’ll see what we can do.

My reservation says ‘Fully prepaid at the time of booking’ but my confirmation says only a Smith deposit was taken – why is there a discrepancy?

Smith can only show a balance of zero when we have taken full payment for stay ourselves. If the hotel takes a full prepayment, or an additional deposit at the time of booking, we cannot reflect this as we can’t guarantee the date it will be debited or the exchange rate that will be used at the time of payment. The card details are passed, fully encrypted and password-protected, to the hotel, which has a short window of time to access them and make a charge. The hotel will then provide a receipt at check-in/out.

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, and is a key category in our annual awards. 

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.