Huben Travel had unveiled its first-ever high street store, five years after the Surrey-based agency hit the luxury travel scene.
Situated in the affluent village of Cobham, the lounge’s opening on 6 January marks a major milestone in the small business’s journey.
Previously, owners Hugh and Ben Eddon-Carruthers had hosted clients in their own house, conducting consultations over coffee and biscuits at their kitchen table. This approach allowed for a more intimate customer experience, something Huben Travel - which is also an LGBTQ+ friendly agency - has prided itself on since its 2019 launch.
Huben Travel Lounge will inherit this personable gene, with Ben and Hugh welcoming clients on their new premises with the same VIP hospitality they’d delivered to guests at their home.
“A client will be greeted, seated and offered a drink, from the moment they step inside,” Ben tells TTG Luxury. “We’ll then chat about their ideas - where they’ve been before and the type of hotels they’ve stayed at. This really helps with the research and to find out exactly what the client is looking for.”
Once a booking is made, the lounge will be used to show clients presentations of their customised itinerary. This personalised service gives the customer a better visualisation of their trip, while also providing an opportunity to ask questions and make adjustments.
Coffee, croissants – and canine treats
Ben and Hugh are determined to make their new travel lounge as hospitable as possible, having built a reputation as excellent hosts with their existing clients over the years.
Already, a drinks cabinet has been stocked with both soft and alcoholic beverages, as well as dog treats for those visiting with their pups. Fresh pastries and coffee will be served before 11am, creating a cafe-like experience that encourages guests to relax and recharge.
“We never want clients to feel rushed,” Ben explains. “We’re low-volume, high-margin, and this allows us to spend plenty of time with our clients.”
As for the property itself, Ben and Hugh were inspired to make the investment after being wowed by its charming character. With its brick white walls, pitched roof and grid windows, the 18th-century building looks more like a country house hotel than a suburban travel agency.
“It’s so interesting and historic, unlike the glass boxes that a lot of shops are today,” Ben says.
Its address was also a bonus, with its proximity to The Ivy Brassiere, a dog grooming boutique and Chelsea F.C.’s training grounds attracting high-spending consumers to the area all year round.
No window displays, but great lighting
The duo are keen to preserve the authenticity of the building, and Ben says that starts with avoiding any gaudy window displays that could distract from its quaint exterior.
The lounge has been furnished with warmly-lit lamps, large rugs and plush sofas to replicate a homey sitting room. Attention to the finer details is also paid in abundance, with diffusers from local stores and gentle background music putting guests in the holiday mood from the moment they arrive.
Future plans
As for their longterm vision for the business, Hugh and Ben will continue to promote worldwide destinations, with a special emphasis on Antigua and Barbuda.
“We’ve had such a great time with their tourist board,” Ben reveals, having recently received the Black Pineapple Award for promoting the destination. He also says they’ve had a positive experience with Ikos Resorts in Greece and Spain, before adding, “We don’t really promote the Middle East as a gay couple, but obviously we do have clients going there.”
They will also plan to host more than 10 ‘cheese and wine’ evenings with carefully selected suppliers in 2025, to showcase new products and destinations to their existing and new clientele.
Ben adds that Huben Travel is happy for its premises to be used after hours by others in the community, such as the local book club or knitting group.
The agency also plans to expand the team with the addition of a receptionist, before they make their official opening with a hard launch in March of this year.
