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This week our undercover shopper was in Clitheroe, Lancashire, requesting a long birthday weekend in a European hotel for two. How did the sellers fare?
The mystery shopper visited two travel agencies in Clitheroe, Lancashire, and requested a long weekend European hotel break for a couple celebrating a birthday in February 2018, with a budget of £1,000.
They then made two Google.co.uk searches using the term ‘luxury European weekend hotel break’.
2nd: Avista Travel
3rd: Classic Collection
4th: Kuoni
Althams Travel
20 King Street
Mystery Shopper said: The store’s exterior was clean with plenty of posters advertising European and worldwide holidays. The interior was tidy and spacious. After a short wait, I was greeted by a smartly dressed consultant who asked me about my requirements. Following a brief chat about destinations, I settled on Amsterdam. It was busy in the store, but the agent took their time over my enquiry. Of the three hotels I decided on the mid-range option, the Hotel Die Port van Cleve, as it was closest to the city centre. The agent suggested an option from the Jet2CityBreaks brochure with Leeds flights and explained that the £812 price did not include transfers. The consultant stressed that prices could rise and said it was best to book early. The agent seemed interested and knowledgeable throughout, and I felt that the package offered was right for me. They gave me their business card and a printout detailing the holiday.
Joanne Holroyd,
deputy manager,
Althams Travel
How long in travel?
I’ve been in travel for 26 years – and with Althams that whole time.
How often do you sell city breaks to Amsterdam?
We do sell them regularly, but city breaks in general are performing well too.
Tips for selling them?
Normally we’d refer the client to a member of staff with first-hand experience of the destination.
What’s hot right now?
Any late deals such as the Canary Islands, city breaks and river cruises.
What’s on your bucket list?
I would love to relax on the beaches of Mauritius. I don’t do much on my holidays, so that would be perfect.
If you weren’t in travel?
It would be either nursing or interior design.
Avista Travel
3 Castle Street
The shop had a welcoming exterior and was clean and tidy inside. I was greeted by a smartly turned out consultant who asked how they could help. I asked for a recommendation and the agent suggested Rome before beginning to search for hotels that suited my requirements. I was able to see the computer screen at all times and we discussed the pros and cons of each option. The agent’s final suggestion – a stay at the five-star Ambasciatori Palace from the Jet2CityBreaks brochure with Manchester flights from £784 – matched my requirements very well. I received an email a few hours after the visit with all of the details. Overall, I felt the agent was very helpful and knowledgeable.
Classic Collection
The website was eye-catching with great photos and clearly marked contact details at the top of the page. After telephoning an agent and asking for help booking a break to Rome, they proceeded to find a holiday for me; a three-night stay at the River Palace Hotel with Heathrow flights from £959. I felt that this was a good match and the quote included a reduced rate for the Classic Room and transfers. The consultant informed me that there were reps in-resort who would be available should problems arise. The consultant was enthusiastic about the product but didn’t apply pressure for me to book there and then.
Kuoni
The webpage was user-friendly, with a web chat facility for booking assistance. I contacted an agent who explained they could book a short break to Italy. After deciding on Rome and a stay at the four-star Leon’s Palace Hotel from £1,190, the consultant said they would email me the quote. However, upon receiving it I noticed it was for five nights instead of three. They did tell me that extras such as champagne or cake for the special occasion could be requested. In the end, I didn’t feel inclined to book as I felt I needed more information.
TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys,and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.
