Spotted a lower price elsewhere?
Check that it ticks the boxes below and we'll give you a $75 voucher to spend on future stays.
If, within 24 hours of making your booking, you find the same hotel for a lower, publicly available price, we'll match that price and give you a $75 voucher to spend on future bookings. To qualify, the offer you've found must be identical to the one displayed on the Mr & Mrs Smith website or app, and all details must be visible at the time you call.
To qualify for our best-price guarantee and subsequent reward, the rate you've spotted must:
- be live and available at the time you call (we recommend you take a screenshot of the webpage and have it to hand when you speak to us)
- apply to the same hotel, dates, room type (including the same number and size of beds), number of guests and inclusions
- be subject to the same booking and cancellation policies
The following do not qualify for our best-price guarantee and subsequent reward:
- price differences within three per cent of the total cost on the Mr & Mrs Smith website or app
- rooms booked through unauthorised travel agents or bought through a resale site (for example, eBay), or promotional rates offered through any other third party
- specially negotiated rates such as travel agent, staff or corporate rates; those obtained via a limited-time promotion, promo code, cash back, coupon, or voucher; membership rates available to subscribers or members of a website; or any other rate that is not available to the general public
Frequently Asked Questions
- Why can you only match rates up to 24 hours after making my booking?
Rates are constantly being updated, with more and more hotels making use of dynamic pricing (meaning they're changeable based on demand). Couple this with the fact hotels are bookable every hour of the day (our collection, for instance, features hotels from around the world) and we have to be mindful that some rates may change within an hour of booking. As part and parcel of this, we ask that the rate is still viewable at the time our team review the rate you've found. However, we extend our 24-hour grace period as a gesture of goodwill to our members.
- Why must the rate still be live at the time of my submission?
As hotel rates can be so changeable, calls to our Smith24 team should be made immediately. This allows us to get straight to work on matching your rate and begin discussions with the hotel in question while the lower price is live and bookable. Without the ability to review the rate found and assess it against our terms, we cannot guarantee that we'll be able to match it. Don't forget, Smith24 are on-hand 24 hours a day to get your submission underway.
- Why won’t you match a price I’ve found if it’s less than a three per cent difference?
Most of our properties work with us in their local currency, but we convert this for our members into their preferred legal tender. This means there will sometimes be a small difference around the rate conversion. In such instances, if this is within three per cent of the rate we're seeing, we're unable to match it.
- What information do I need before contacting Smith24 with my submission?
In order to match your rate, we do require it to be readily and publicly available at the time of your contact with our team. We'd recommend consulting the above checklist and checking that the rate you’ve found is identical to the one displayed on the Mr & Mrs Smith website or app. This includes the cancellation and deposit policies, dates, room type, occupancy, inclusions and any extras beds.
- Why can't you always honour the guarantee for rates offered by fellow travel agents?
Some travel agents or tour operators may have privately contracted rates directly with the hotel. This is a rate that is exclusively negotiated for their clients. We will do our best to match these rates but ultimately the decision for these contracts lies with the hotel, meaning we aren't able to include them within our best-price guarantee.
- Why can we only match publicly available rates?
We work really hard to ensure our rates are at least equal to those offered by our hotels and, as part of this commitment, we match all readily available rates that are being offered by the hotel or other online travel agencies. However, in the same way that some of our offers are exclusive to Smith members only, the same is the case for other sites. Therefore, even though we do our utmost to ensure our exclusives are generous and far-reaching, we cannot match the hidden or offline rates extended elsewhere. This means that, if the rate you’ve found is a members-only offer with another online travel agent – accessible by signing in to that site – then this is not deemed publicly available and does not qualify for our best-price guarantee.
This is also the case for members rates. We are only able to match rates that are publicly available – without the need for a login. To put it another way, we are unable to match the rate you’ve found in instances where rates appear lower after you have signed into the site.
- What about temporary or exclusive discounts?
We work really hard to secure exclusive offers for our members, making use of the great working relationships we have with our hotels. We're very lucky, in fact, to have longer booking periods for our member offers. Hotels can offer flash sales or direct booking incentives for a short period and as part of this commitment to our best-price guarantee, we’ll offer them to you where possible. However, if they are offered to the hotel's customers directly, they are considered closed discounts (not publicly available) and therefore not eligible for our best-price guarantee.
- Why can't we honour cancelled bookings?
As hotel rates are so dynamic, we cannot honour rates based on a cancelled booking. As prices are subject to change, any onward booking would be considered anew and cannot be matched to a pre-existing booking.
- What if a competitor is offering the rate as part of a package?
The component parts of a package are largely not divulged or outlined by fellow agents, meaning we cannot match the rate if it is part of an existing itinerary or wider package. Prices can only be matched in instances where the hotel rate you've found is identical to the one displayed on the Mr & Mrs Smith website or app.
- Why can't you honour error bookings?
Our partner hotels work hard to ensure all rates added to the Mr & Mrs Smith website or app are accurate and correctly aligned with their own. We also have checks in place to make sure rates are always correct. However, very occasionally there are instances where rates are loaded in error, and unfortunately, if this is the case, we cannot honour the best-price guarantee.
- How do you ensure prices are always competitive?
We work incredibly hard to ensure our rates are at least equal to those offered by our hotels and have a dedicated team who focus on aligning our rates at all times. Given this, in instances where our members find legitimate rates elsewhere, we do offer our best-price guarantee in recognition that a cheaper rate may have snuck through.
- How do you compare prices?
Our team is very active in checking rates and comparing them with our competitors. We always ensure that prices, inclusions and terms are all accounted for so that we know our members are securing the best rate every time they book. We go to great lengths to do this – and we recognise you do, too. Should you spot a lower rate that we don't have, that matches our checklist requirements, give us a shout and we'll make sure it's matched and resolved with the hotel. We'll even reward you for your efforts by sending you a $75 (or the equivalent in your home currency) voucher to spend on any Smith stay.
- How do I redeem the voucher, once I've earned it?
The voucher can be spent on new bookings at any of our hotels and villas globally, as well as on our experiences, flights and transfers. It works like any regular payment, and you can apply it to a trip whenever you want (just select the amount to use at check-out). The voucher is valid for one year, giving you plenty of time to put it towards future stays.
- Why can't you confirm right away?
In instances where the rate you've found meets with our terms, we create a unique booking for you at the lower rate. This makes it possible for us to account for all the inclusions, policies and pricing attached to the rate you've found, after which we’ll check the reservation with the hotel. In order to protect your reservation and ensure there are no issues on arrival, we advise that this isn’t confirmed until the hotel have checked the rate for us. This usually takes up to 24 hours (often to account for time zones), but we'll send it across as soon as it's all set.
- Why can't you honour the best-price guarantee if it's for a trip taking place in the next 24 hours?
As we are required to verify the pricings and availability with the hotel when we process rates that are not live on our systems, we are unable to honour rates sent within 24 hours of your arrival date for your stay. We do provide a 24-hour team who can assist with any such queries but, because we request the hotel to verify all of the conditions, we cannot guarantee that this is possible within 24 hours of the stay.
- What counts as an unauthorised site?
As the travel industry grows, so does the number of sites offering rates for the hotels we work with. We always follow up with the hotel if it appears to have gone into partnership with another agent. Sometimes, the sites offering lower rates are doing so without authorisation and cannot be substantiated. Unfortunately, in instances where this is the case we are not able to extend the best-price guarantee. We do so to protect our members from untrustworthy sellers, and to uphold the reputation of our hotels when a query has been raised about a site’s legitimacy.
- Can I receive a voucher even if I don't finalise the booking?
We work really hard to ensure our rates are at least equal to those offered by our hotels, and have a team whose sole purpose is to do just that. However, in appreciation of our members identifying price differences, a voucher will be awarded when the terms of the guarantee have been met, regardless of whether the booking goes through or not.