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What our members say

Feedback is of the utmost importance to Mr & Mrs Smith, and we love to hear from our members. Here’s a small selection of comments from the last couple of months… 

'Not only did we get a good deal on a stylish hotel, we got a bottle of bubbly and free bike rental. These two details elevated our stay into something unique and memorable.'
BlackSmith, San Francisco, December 2015

'Mr & Mrs Smith is our absolute go to. Whether for holidays or business- we've never been let down & have found some amazing places to stay with their help. We would never not check their recommendations.'
SilverSmith, London, December 2015

'I feel like I get special attention and around the clock service. I really like the properties that they affiliate themselves with. This is the second time that I'm booking with them and I will continue to do so in the future.'
GoldSmith, Los Angeles, December 2015

'I like the fact that the quality of the hotels reviewed is always high, and my email request to amend a booking was responded to immediately. Always important when organising holidays at a great distance. Also, I like the format of the reviews - the positive and negative aspects of the place are clearly, and it would seem objectively, expressed.'
BlackSmith, Auckland, December 2015

'Mr and Mrs smith provided a person I could actually speak to, who listened to what I wanted and sent some useful options. Using my gift voucher has therefore been very straight forward. The whole booking process and my specific needs have been handled by Mr and Mrs smith. Great. That's what I call a holiday.'
BlackSmith, Cambridge, December 2015

'Easy to use, great hotels and easy to book. Great gift idea....'
BlackSmith, Shanghai, October 2015

'I asked if Mr & Mrs Smith would match another sites rates and they did. Thank you.'
BlackSmith, Toronto, October 2015

'Trustworthy service and reviews of hotels. When you book here you know it's gonna be good.'
BlackSmith, London, October 2015

'Unfortunately I had to cancel a hotel reservation. I emailed Mr & Mrs Smith, and they replied within a few hours, confirming the cancellation and refunding my deposit. It was good to have such an easy process with no quibbles.'
BlackSmith, Brighton, October 2015

'It was a personal friendly service. Previous enquires had been detailed, so I was able to " pick up " where I left off even if I was speaking to a different person.'
BlackSmith, Compton, September 2015

'Easy to book on website - very easy to navigate - all essential information and reviews. Obviously some of the coolest hotels in the world, all on one website, what more could you ask for!'
BlackSmith, New York, September 2015

'Julia who helped us through the booking process was amazing and very willing to help with all matters. I thought she went well above and beyond our expectations.'
BlackSmith, Chicago, September 2015

'You have not disappointed. It's obvious a lot of research has gone into finding these special places. Beautiful hotels, great locations, top service, excellent food etc etc
BlackSmith, London, September 2015

'Great hotel choice, easy on line booking and Smith perks with each reservation. What's not to like!'
SilverSmith, Billericay, August 2015

'I love the hotel collection at Mr & Mrs Smith, and they always have great deals and extras, great value for money. Their CS team is also very easy to work with, all in all, a great experience!'
SilverSmith, Hong Kong, August 2015

'Trusted advice and I got a better deal that by going direct to the hotel or from other sites. I went to Mr and Mrs Smith first for the advice, that's most important. Then getting the Smith Extra was just a great bonus that means I would go via Mr and Mrs Smith again, even if booking the same hotel.'
BlackSmith, London, August 2015

'The selection of hotels was superb, the website really well presented and written. When we called customer service for advice we ended up with a fantastic deal, all because of the helpful, thoughtful service provided by Charlotte. I'm looking forward to using Mr & Mrs Smith again.'
BlackSmith, Coventry, July 2015

'The website is really easy and clear to use. I like the inclusion of other user reviews. And the offers on the site are really good value e.g. four nights for the price of three.'
BlackSmith, London, July 2015

'The team at Mr & Mrs Smith are incredible! Clare, Antony and Peter were very helpful in booking my travel and incredibly professional. Highly recommend!'
GoldSmith, Encino, July 2015

'Interesting and consistently great properties in ideal locations. The girls are passionate about travel and share experiences or find out whenever they don't know. Super all round experience. Thank you again!'
SilverSmith, Singapore, July 2015

'Professional yet informal. You strike a great balance guys, something not easily achieved. Please add flights to short haul holidays and you'll be unrivalled. You have something special going on at Mr and Mrs Smith when it comes to customer service. Keep at it!'
SilverSmith, London, July 2015

'This is my third time booking with Mr and Mrs Smith. I always know that quality and good service is guaranteed. I also appreciate the little extras that customers receive.'
BlackSmith, Liverpool, July 2015

'The site/brand itself provides a wonderful service that very few sites cater to, but then on the back end, customer service has been amazing. Clare was a pleasure to work with on making amendments to my booking and confirming and following up details, and even who I spoke to from your LA office on the phone regarding changes was delightful over the phone and a pleasure to deal with also. As someone who works in management in a hotel, I would love to have them working on my team!'
BlackSmith, Melbourne, July 2015

'I love staying at smaller, boutique establishments and was unsuccessfully looking for accommodation on all the main booking websites - Trivago,, Hotels Combined, I found one hotel that I liked but I didn't like how much extra it cost to have breakfast included on top of the room rate. When I went back to square one and Googled the accomodation, Mr & Mrs Smith came up and not only included breakfast for the same rate as the other websites' base rate but also threw in some Smith inclusions of their own. I had a couple of problems in the booking process but when I rang the customer service line the lovely girl at the other end fixed everything within five minutes and handled my queries apologetically and professionally. I was very impressed! Will definitely be booking with Mr & Mrs Smith again and have already told lots of my friends to do the same!'
BlackSmith, Sydney, June 2015

'I've been looking for a "vacation consultant" with a similar taste and aesthetic to mine – exceptional quality. This is just a dream come true!'
BlackSmith, Philadelphia, June 2015

'Extremely helpful, efficient and friendly service coupled with lovely hotels and great deals.'
SilverSmith, London, June 2015

'Superb website and extremely intuitive booking process. The company pre-selects outstanding hotels and the overall service is very good.'
BlackSmith, Winchester, June 2015

'Genuinely the nicest and most helpful customer service I've ever experienced.'
BlackSmith, Twickenham, June 2015

'It was a prompt and easy transaction. First booking and will not be the last. Thank you.'
BlackSmith, London, June 2015

'Very helpful and friendly. Didn't receive an e-mail. Very quick to sort it did price match for us. Little extra when we arrived of sherry etc was lovely hotels always good quality.'
BlackSmith, London, June 2015

'Reliable team. Only website I know where you can be 100 per cent sure the hotel will be fantastic…'
BlackSmith, Flitwick, June 2015

'Customer care was fantastic from your team when I called and I liked the extra treats you get by booking through m&m smith. Also like that you match prices and £50 voucher if found cheaper anywhere else.'
BlackSmith, Aylesbury, June 2015

'Seamless experience, curated content which meant I didn't have to sift through a lot of hotels on Expedia or Bookings to find "tried and tested" hotels. Also: great copywriting and excellent related activities / places to see, etc. content Also: best prices, and allowing me to select the currency of payment to pick the one with the best exchange rate for my local currency. Thank you!'
BlackSmith, Abu Dhabi, June 2015

'It was clearly a very well selected amount of hotels. I liked the special deals that came with the booking – like a bottle ready in the room upon arrival or a CD, depending on the location – it makes it more personal with a fun gesture like that. Also the reviews were very good. It felt safe and exiting when you read the descriptions.'
BlackSmith, Oslo, June 2015

'1. Have never yet been disappointed with a smith hotel. 
2. Like the website: good description, interesting information about the locale, more comprehensive photos than often hotel's own website 
3. You gather loyalty points 
4. It's easy to book online'
SilverSmith, Moreton-in-Marsh, June 2015

'We were not sure about our trip to Sabi Sands and the Ivory Lodge. Our travel dates and flight plans kept changing and Kristi was very patient and understanding as we fine tuned our trip. The Ivory Lodge was absolutely amazing, a delightful place that provided outstanding service, value for money and fantastic safaris. The staff were professional, kind and caring, attending to our requests with a smile. I would highly recommend Mr & Mrs Smith and Ivory Sands – a great combination. I look forward to booking our next holiday with the help of the staff at Mr & Mrs Smith!'
Sydney, SilverSmith, May 2015

'Quick response for a last-minute holiday with excellent recommendations that were easy to see quickly and make a choice. It was then very easy to book and finalise but main reason was speed and expertise.'
BlackSmith, London, May 2015

'Excellent knowledge and help on numerous bookings now. Always very helpful, but not pushy, which is perfect.'
BlackSmith, Leeds, May 2015

'Intelligent and knowledgable sales staff and lovely destinations – proper understanding of family needs.'
BlackSmith, London, May 2015

'I've booked hotels with Mr & Mrs Smith for many years now, and the fact that they are my first port of call for every trip speaks for itself. The team is well informed, efficient and friendly.'
SilverSmith, Bedfordshire, May 2015

'Gabby Higham was an amazing consultant; she really understood my needs and gave me a few options to choose from. I can't wait for my trip to Mexico and it's going to be so much better because she helped me out! Thanks Gabby!'
BlackSmith, Melbourne, May 2015

'I never doubt that I am going to have an incredible hotel stay when I book. I trust their recommendations. And they listen to me to understand my needs.'
GoldSmith, New York, May 2015

'They were super helpful, informative and polite and seemed to really get me (by that, I mean the kind of holiday my fiancé and I were after). They got back to me when they said they would and made the whole experience really pleasant – and exciting!'
SilverSmith, London, May 2015

'Always receive excellent customer service from helpful, professional staff at a UK/US call centre where the first language is English. The staff are well informed and empowered to make decisions – in this particular case, I had found a hotel on cheaper than Mr and Mrs Smith's advertised price; the person I spoke to was able to match that price without having to discuss with a supervisor, which is so refreshing! Thank you again Mr & Mrs Smith.'
SilverSmith, Hereford, May 2015

'The service felt extremely customer-centric and friendly – like someone you knew. Other companies, whilst often customer-friendly, feel merely "functional". I was really impressed with everything from web site onwards. You've made it into my customer-service training.'
BlackSmith, Bristol, May 2015

'We have had a great experience with Antony in New York. His knowledge is great and he is wonderful to talk with. Very helpful.'
GoldSmith, New York, May 2015

‘It really was two weeks of honeymoon bliss and we couldn't have done it without your expert guidance and organisation.’
BlackSmith (December 2014)

‘The hotel was lovely, the staff were amazing. The breakfast was scrumptious. The proposal arrangements went down a treat and I couldn't have asked for more!’
BlackSmith (December 2014)

‘I have to say, I'm quite surprised (and relieved!) that you could find such lovely hotels to fit within our budget and allow for our long and short-haul flights too. Really liking the suggestions!’
GoldSmith (December 2014)

‘Thank you so much for all of your hard work – our wedding blessing in the Maldives was amazing. Your hotel choices were so spot on, we couldn't have imagined anything more perfect.’
GoldSmith (November 2014)

‘Thank you very much for your kind email and most helpful advice. We are most grateful for all your wisdom, great help and suggestions for our travels. We look forward to travelling with you in the future to some of the magical places you have recommended.’
GoldSmith (November 2014)

‘Thank you for all of your help over the last few years. It is greatly appreciated. You have done a fantastic job.’
GoldSmith (October 2014)

‘I just wanted to send an email to say thank you for all your help arranging the last-minute details of our honeymoon – you were fantastic and we had a superb time. You really made our honeymoon something special to remember.’
BlackSmith (October 2014)

‘We had a fantastic trip to Tallinn; the hotel was amazing and our room was just perfect. I understand from my husband that there was some colluding going on behind my back: the hotel presented me with the most beautiful bouquet of a dozen red roses and a bottle of wine for my birthday. It really made it a special weekend and slightly dulled the pain of reaching 55!’
BlackSmith (September 2014)

‘Could you please pass on a big thank you to the whole team from us? Great service,  excellent recommendations and hotels that made us very happy!’
BlackSmith (September 2014)

‘Thanks, as ever, for all of your work and the service you provide – you're a fine bunch over at Smith Towers.’
Goldsmith (June 2014)

‘I just wanted to thank you and the rest of the team who have dealt with my recent booking. It's such a pleasure dealing with everyone at Mr & Mrs Smith, every time, all the time!’
Blacksmith (April 2014)