The mystery shopper visited two travel agencies in Gloucester and requested a three/four night stay at an ice hotel in Sweden for two adults in February 2017, with a budget of £3,000.
They then made two Google.co.uk searches using the term ‘Sweden ice hotel’.
155 Seymour Road
Mystery Shopper said: The agency was hard to find, in the middle of a residential area. The store itself was small, clean and tidy. A consultant was talking to another customer so I looked at brochures and waited. Another soon appeared. They were bubbly, confident and friendly. They took my details and said they needed time to do some research as it was a specialist enquiry. This was Saturday, and I heard from them on Tuesday morning. They talked me through flight times and what was included, passing on details I had struggled to research myself on the internet. They emailed the quote straight after – one night in an ice hotel followed by two nights in warmer accommodation. At £1,700 it was well within budget, with leeway to book extra activities. They understood I wanted to discuss with my partner and invited me to contact them with any further queries. I was inspired with confidence that it was the best package out there for me.
senior travel consultant
How long with KT'z?
We opened in May. I used to work with [KT’z owner] Katie at Co-op Midcounties in Gloucester. Our head office is still Co-op.
How long in travel?
I was about 10 years at Co-op, and before that Thomson, Lunn Poly and Bakers Dolphin. And I was a rep in Majorca for a year.
Why did you move?
I’m good friends with Katie and I’m doing a job I love. We’re working more hours but it’s closer to home and fits with our lifestyle.
We’re so busy, it’s brilliant. Some are former clients and some are brand new. We’re in a new out-of-town location.
Is an ice hotel a common enquiry?
No! I’ve sold it maybe twice in 20 years!
Where is on your bucket list?
Sandals Emerald Bay in the Bahamas to swim with the pigs!
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.