Mr & Mrs Smith Arvostelua 7 118

Mr & Mrs Smith advertise a “Best Price Guarantee”, but this was not honoured in my case.

I found the same room at The Ned listed cheaper on Trivago. I submitted a price match request and was initially told they would contact the hotel to see if the rate could be matched, implying (which it was) it was eligible.

They later declined the request on the ground that the hotel refused to amend their rate. However, the guarantee advertised on their website does not state that the hotel has discretion to refuse a price match.

They even suggested booking it via Mr and Mrs Smith for the elevated rate. They basically use the "Best Price Guarantee" as a marketing con!

Easy to see the room types that you often cant see on other sites

Sp we had a problem understanding how a gift code would work - It looked like you could end up paying in full. Help at the end of the phone was easy to get and stayed with us till we were fully sorted, even though I missed a 'button' they caught it and corrected it without fuss.

I had a great solo stay at Margate House - newly decorated it is clean and modern.
The team were lovely and really accommodating - I would recommend staying there if you need a calm and central base.

After i asked to amend my booking my booking just disappeared it’s also crazy uncomfortable that you cannot changes the dates etc like in booking and the only way to actually get and answer is to call

Hollie was so helpful and super quick in helping me get a stay booked. Will come back to her again.

Prompt responses and friendly, helpful service. The only criticism would be that it would have been good for agent to have been more proactive in suggesting certain places that had better weather for the time that I was looking at. Instead I did my own research and based on monsoonal seasons, I eliminated a lot of the options that were made that I feel agent could have suggested.

Lost the call part way through booking and thankfully the call handler rang me back.

Very friendly, personal and informative experience and couldn't have helped more - thank you!

I was disappointed as I wanted to use a voucher but because I paid using Apple Pay it did not give me the chance to do so. When I looked back there was some wording about using Apple Pay meaning immediate payment woukd be taken but I still think it was misleading

Ease of booking and payment

The colleague, Holly, that I spoke to over the phone was extremely helpful & booked our trip for us.
I have an issue with the website that I find very difficult to navigate & have avoided booking though it in the past.

Always easy and efficient.

Great overview of the hotel, answered all of my questions in one place and seamless to make reservation