Mystery Shopper: A week for friends in Ibiza

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Location: Stirling, Scotland
Wanted: Two friends would like to spend a week in Ibiza in early July, staying somewhere reasonably quiet, but within easy reach of nightlife.
Budget: £3,000

Ramsay World Travel

I was acknowledged immediately by an agent, who was very efficient and gave the impression that nothing was too much trouble. I was given several appropriate options. One cost £1,838 with Thomson, staying at the Hotel Catalonia Ses Estaques, in Santa Eulalia, on a half-board basis. I felt the agent had clearly listened to my requirements and was very knowledgeable and thorough in her research. She gave me personal recommendations for local excursions although she did not offer to book any. There was no mention of airport parking or insurance either, which was the only downside to the visit. The agent did try to close the sale on the day but was happy to accept that I would call back.

Thomas Cook

I was engaged as soon as I entered but I felt the agent, although friendly, was rather preoccupied; I almost felt I was intruding. I was given two recommendations with Thomas Cook. One was for the Sun Connect Barceló, Port des Torrent, on an all‑inclusive basis for £2,104. No effort was made to discuss or offer me other products or upgrades, and the agent didn’t have much tosay about excursions either.

Barrhead Travel

I was told early on I needed to supply my postcode and that if I did not give my full details Barrhead could not serve me properly – this put me on the back foot from the outset. I was recommended a £2,420 all‑inclusive stay at the Palladium Don Carlos in Santa Eulalia with Thomas Cook. I was asked very few questions and the agent did not try to close the sale. I didn’t feel there was much enthusiasm.

 Winning agent: Kerry-Ann Wallace, assistant manager

I started with Ramsay World Travel when I left school and have been with the company ever since. I could not see myself doing any other job. I love travelling and get to tick Disneyland Paris and New York off my bucket list this year.


While all the agents recommended holidays within my budget, the first agent gave the best customer service by far.

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