Mr & Mrs Smith Anmeldelser 7 280

Great website. Easy to use and found the booking experience uplifting.

We were pleased with the help we had from your rep she was very friendly and informative

Lovely customer service. Very friendly. Told me exactly what she was doing and the time frame for resolution.

Fantastic. The team sorted out my non refundable booking even though I put in the wrong month.

Simple process and nice added treat provided by Mr and Mrs Smith

I love and trust this site and I’m never disappointed

Love the photos of the individual room types and the descriptions.

Speaking to a real human being is always a bonus and the young lady I spoke to was charming and helpful.

Aidan was one of the most helpful person I have come across in business. Couldn’t do enough for you and helped with where to go in the area for food,drinks, walks and even parking. Wouldn’t hesitate to use you again.

Wonderful attention to detail and treating you as individuals; remembering all your needs, preferences, quirks and foibles

Agents always very efficient and professional- great ambassadors for the brand

people were belpful and kind and made tou feel welcome even before you arrived

The team at Mr&Mrs Smith have been very helpful in assisting me to amend my booking. They were immediately onto the task and communicated with me along each step of the way. Thanks Team.

We stayed at Osborn House expecting a luxury experience, but unfortunately the service and overall experience fell well below expectations for the price charged.

The problems started at check-in. Staff could not locate our booking and then confused it with another reservation. After finally sorting it out, we received almost no orientation or introduction to the property or facilities and were simply pointed toward our room.

On Friday evening, when we mentioned we were heading out for dinner, there was also no proactive service offered at all — no assistance organising a taxi, no offer to bring up our car, and no sense of hospitality or attentiveness you would normally expect from a hotel positioning itself as luxury accommodation.

Breakfast the next morning was also disappointing. The coffee machine was not functioning properly and produced bitter coffee. We eventually ordered coffee separately, which was acceptable, but the breakfast overall was average at best and not what you would expect from a premium luxury property.

The most frustrating issue happened on Saturday afternoon. After spending the entire day out, we returned looking forward to relaxing in our room and enjoying the fireplace, only to discover the room had not been serviced at all. Beds were unmade, towels untouched, and the room was left dirty exactly as we had left it.

When we called reception, we were told rooms are only serviced during breakfast and dinner service windows — despite the fact our room had clearly not been serviced while we were at breakfast either. This left us stuck in the room all afternoon with housekeeping unable to clean it while we were there.

I emailed Caitlin, the General Manager, during our stay to raise these concerns and again after the stay. She attempted to call once while I was unavailable, but after I returned the call and followed up again by email, there was no further response.

For the nightly rate charged here, the level of service, communication, housekeeping and attention to detail was nowhere near the standard expected of a luxury hotel. Very disappointing experience overall.

Great as usual

Hollie was very helpful sorting out my booking when I had an issue booking online due to a computer glitch.

Looked online for days for a place for our 10 yr anniversary. Couldnt make a decision but was told about Mr & Mrs Smith
Within minutes I found what I wanted, booked and very happy.

Great selection, easy and fast to make your choice

Looking for some sun in early May in a hotel offering privacy but not wanting a long haul destination, the Cesar in Lanzarote whose junior suites were described on Mr & Mrs Smith’s website as having a private terrace, seemed to fit the bill.

However, on our arrival on 30 April, we were shown to a room with a communal terrace. We remonstrated with the hotel that this was not what we had booked but were told that there was only one room in the hotel, the Master Suite, that had a private terrace and that was booked for all or almost all of our stay. I immediately emailed Smith but heard nothing until we had returned to the UK and I had telephoned them to chase a response. They eventually replied and implied that any error in their website was the fault of the hotel and appear to have effectively dismissed my complaint.

I note that even now, 18 May, Smith’s website still states the Junior Suite has a Private terrace.