Mr & Mrs Smith Anmeldelser 7 287

James was very helpful and efficient in assisting in booking our stay and checking availability regarding our requirements.

Initial booking handled well, follow up enquiries less so, including email with wrong name

Easy to find what we wanted and simple to book

Booking process was smooth no problems

Easy to use tesevation page. Slow responses from Hotel. Conflicting information: bicycles to borrow but Hotel says it only rents them

UPDATE: Senior Management Resolution – Brand Integrity Restored

Following my feedback, Mr & Mrs Smith senior management reached out personally to resolve the discrepancy. They acknowledged the logical inconsistency regarding the base room rate and have honored the price match by refunding the difference.
It is refreshing to engage with a brand that values intellectual honesty over administrative technicalities. Their willingness to course-correct and use this case to refine their future 'Best Price Guarantee' policy has restored my confidence. I appreciate the professional accountability and look forward to my stay.

A Disingenuous "Best Price Guarantee": Shifting Logic and Lack of Transparency
"Trust is the foundation of any premium service, and my recent experience with Mr & Mrs Smith has demonstrated a profound lack of it.
I requested a price match for a ‘Large Room’ at The Fleming after finding a significantly lower rate elsewhere. My request has been met with a series of shifting arguments that suggest a lack of internal consistency. Initially, the rejection was based on ‘occupancy’—a claim I easily debunked using Mr & Mrs Smith’s own website data, which proves the base room rate is fixed regardless of guest count. When contacted again, they introduced entirely new arguments that were never mentioned in the original correspondence.
Most concerning, however, is the transparency of the ‘Guarantee’ itself. When challenged, the response was that they had to ‘check with the hotel,’ who then declined the match. This reveals a misleading marketing practice: if a ‘Best Price Guarantee’ is subject to the hotel’s individual discretion, it is not a guarantee provided by Mr & Mrs Smith at all. It is merely a request.
How can a brand claim to guarantee a price when they are not the decision-maker? I am not looking for a courtesy gesture. I am looking for Mr & Mrs Smith to stand behind the integrity of its own advertised policy. Does this brand honor its word, or is the guarantee just a marketing facade?

Easy to book and use our voucher

Great support from James who put together our trip to Marrakesh.
He took great care to understand what we wanted and then… delivered.

This place has one of the worst front desk you would ever see. I had an interaction with one David at the front desk and he was basically responding in a way that sounded threatening and crass. Thankfully the manager came out and helped else I was scared of how David would react. Big learning curve and strongly believe this creates a bag impression

Mr and Mrs Smith is one of the best travel portals if youre looking for curated hotels and experineces... And a real person to talk to if you want to customise your travel pretty much anywhere in the world!

easy to find a property, good information to make a decision, easy to book, no problems at property check in.

I want to match the price that I find it cheaper in other platforms. I have requested it, but still did not receive a response.

Excellent helpful service

I was able to call in and speak with humans. Then I gave my itinerary knowing their recommendations would meet my standards and they worked within my budget. All very important and time consuming items if left to myself to do.
Thank you Mr & Mrs Smith.

Fastest human response when I needed help. Pleasant, polite and helpful. I love when I can speak to a human and not a bot

Excellent choice of hotels. Great ‘little extras’ with the bookings. Good advice on best rooms and personalised descriptions of the hotels. Can’t fault.

Helpful colleagues

Easy to book.