Mystery Shopper's agency of the week: Audley Travel

The mystery shopper visited two agencies in Barnsley and requested a two-week holiday to Belize in February 2016 for two adults who are keen divers, with a budget of £3,500-£5,000.

They then made two Google.co.uk searches using the term ‘Belize holiday’

The score: 90%

The website’s design was bright and colourful and featured attractive destination shots. It was easy to find what I was looking for and suggested itineraries with guideline prices were laid out. After I made an enquiry online I received a call from a consultant who was an expert in the area and shared their knowledge and recommendations with me, which was a big selling point.

The consultant was also a keen diver, which helped to build rapport. The proposed itinerary ticked all the boxes, although the consultant didn’t ask about my budget. The consultant offered to call back at a more convenient time to discuss specifics and in the meantime I refined my original enquiry online. I could only get a “starting from” price at this stage, which was under my budget at £3,920, staying at Black Rock River Lodge on a half-board basis. The consultant’s enthusiasm really rubbed off on me and a further email encouraged me to continue the interaction.

Meet the winner

Nick Horncastle, Latin America Specialist, Audley Travel

Have you been in travel long?

About 15 years. I started working for Audley five years ago. Before that I travelled all over the world with Dragoman as a tour leader. I also worked in Latin America as a wildlife guide for some years.

Have you been to Belize before?

Yes – independently and with Audley. My specialist areas are Costa Rica, Belize, Guatemala, Peru and Honduras.

Any top tips on the region?

Interest in Guatemala and Belize is growing. And Honduras – people used to think there were more problems there than there actually are.

Does being a diver help to convert enquiries into bookings?

If clients know you’ve done something like that, it makes them feel more comfortable.

Any destinations you’re desperate to visit?

The Galapagos – I’ve never been and with all my wildlife interests I would love to go.