Hos·pi·tal·i·ty – Smith’s Stock in Trade

A couple of weeks ago we posted a short review about the digital connectedness of Mr & Mrs Smith Hotels. An honest review of an obviously superb organization, we honestly had no idea. Today I wanted to personally commend this company again, something I am not sure we have ever done. Read on, and discover the right way to do things in hospitality.

Some 15,000 reviews or more in, any writer or reporter will tell you “impressive companies just don’t pop up all that often.” To make a long story short, one never expects even a glowing review to be met with sincere and differentiated classiness. Such was and is the case after simply pointing out the obvious about Mr & Mrs Smith.

Not only did the social media staff at Mr & Mrs Smith contact me personally to thank us for the review, but the co-founder, CEO James Lohan tweeted and emialed me – and his partner, Tamara Lohan came to comment on the post personally. “Big deal,” some out there might say, but that’s only the beginning of the story. Read on.

James made mention of one of Mr & Mrs Smith’s travel experts needing my contact information in order to send me something. Thinking nothing of it, I emailed Emma Chrisite, MMS’ head of Marketing and Memberships. Conversations went back and forth on other business matters, then we all got busy in our own directions. All in all, 97th percentile where reciprocity and good will by good companies is concerned. But read on.

A few days ago DHL  or one of the delivery companies appeared at our offices. This is nothing out of the ordinary, but the rest of the story is. A package about the size of two large books was offered, and recieved. I looked at the sender, puzzled by the writing, only denoting that one of Hallmark’s emblems/affiliates logos was there. I opened it with some curiosity to find a solid black box and a solid black envelope inside. “I won’t tell you my immediate laughter and comment,” but suffice it to say “BurgoPak” means absolutely nothing to me, and the “Smith” raised logo in shiny black at the bottom was not immediately discernible.

Wonders sometimes never cease, what was inside really set Mr & Mrs Smith’s brand into my hide, if that makes sense. A Silversmith membership card, a very cool music CD, an extraordinary bound guide of the UK & Ireland offerings from Smith, and a personalized thank you letter – all within a little black Pandora’s box of hidden treasures. I mention all this for one very specific reason – to illustrate the top end of doing business for those in search of more business.

The cynic out there will say; “They bought you off with a couple hundred Euro in bling,” or something to that effect. Fact is, if Lohan and his partner studied Niccolo Machiavelli or not, mercenary marketers or genuine class acts, the result is the same. Not expecting anything after years at covering products, to meet “real” people who show appreciation properly, show their upbringing, show the real value beneath their words – this is the way to operate. Even the seasoned BS artist marketer can learn something here.

A friend told me a few weeks back, “I admire the fact that you say what you think.” This friend is no slouch where marketing and business savvy go either. The article you are reading is not just about getting an unexpected membership, it’s really about what is on the other end of that membership. This will be an ongoing story, you see. I told my partner just yesterday; “Smith sold me in looking over their business, I’ll stay at their hotels even if they cost more!” And there it is!

The images you see above are of several member only accommodations across the Mr & Mrs Smith portfolio of properties.  Cyprus to the far reaches of Argentina (Rio Hermoso above), Smith opens up a world of luxury most people only see in the movies. And much more interestingly, at prices often as surprising as my unexpected membership. What is it worth to stay in luxury, dine on the finest food, experience the most exotic places, feel at home even on a lake in Patagonia? €1800? Less? For a week? It is for me.

How about Cape Town, and the sea view from Atlantic House (below)? Is €1300 for a week on Camps Bay, a stone’s throw from some of the finest wines in the world, a five star vacation you cannot afford? Does Expedia offer this? And rest assured, I did not have the time to do in depth research to find Smith’s best deals, fanciest accomodations, I just clicked on map choices. Ever dreamed of Sicily? Just click on Seven Rooms Villadorata (top image), on the Smith map and you’re there in style. You terrace overlooks one beautiful Noto, just outside Siracusa.

I could go on and on, really. Oh! Ever wanted to have New Zealand’s wondrous mountains outside your living room window? Smith offers this too at Matakauri Lodge, outside Queenstown, along the shores of Lake Wakatipu. As you can see from the image bearing the imagery (second from top), you can get a lot for your €1300 plus Euro per night! Okay, nobody said Smith was cheap, did they? The point should be branded in the reader’s hide too, sometimes cheap is a relative term, especially when you get what you pay for.

So there you have it, my most rave review of any online entity ever. And all for the complimentary membership allowing me to spend more money with Smith. Well, let’s see the rest of the pudding when Mihaela and I visit the first Mr & Mrs Smith hotel. We’ll bring video. Thanks for proving hospitality and reciprocity still exist in pure form James, and all the people at Mr & Mrs Smith. More later.

Be sure and check out Smith on Facebook and Twitter too.
Images courtesy: screen shots from inside the member’s area of Mr & Mrs Smith.