Mystery Shopper: Newbury travel agents sell winter sun

This week, Mystery Shopper was a couple after a winter sun holiday, possibly to the Caribbean. They are sporty and like yoga, tennis and windsurfing, and certainly don’t want to lie on the beach for a week.

The reports speak for themselves, with the winning consultant obviously scoring the most for the thoroughness of the consultation and willingness to research and recommend.

• The target: Newbury, Berkshire


• Wanted: A winter sun holiday for a sporty couple

Ambassador Travel

107 Bartholomew Street
Score: 37%

The shop was easy to miss. There was no proper signage as the shop is being taken over. The shop was empty but an agent came out from the back and greeted me with a friendly smile and a “how can I help you?”

However, it went downhill from there. I wasn’t asked many questions and she flicked through the Kuoni brochure, told me the various destinations and how to look at the guide box at the bottom of the page that showed the prices.

She did no research, gave me Virgin Holidays Caribbean and Kuoni Worldwide brochures and told me to come back once I had decided where I wanted to go. She gave me a compliment slip with contact names and a number.

I felt she was bored with me, particularly as I wanted recommendations rather than having a particular destination in mind.

Charter Travel

74 Hambridge Road
Score: 48%

There were a couple of overflowing bins to the side of the property and inside was cramped, with paperwork making it feel cluttered. Being full of customers, the shop felt claustrophobic.

The staff, particularly the agent who served me, looked unkempt. The consultant spoke quickly and it was difficult to understand with the other agents and customers talking at the same time nearby.

Although the consultant appeared to have plenty of knowledge, she lacked patience and enthusiasm. The consultant assured me I could find something within my budget, looked up prices but didn’t show me any details.

Brochures given were Cosmos Distant Dreams, Virgin Holidays Caribbean, Kuoni Worldwide and First Choice Tropical. It wasn’t a comfortable experience and it ended rather abruptly.

Thomas Cook

38a Northbrook Street
Score: 75%

The shop didn’t look particularly good, with a lot on display and a large sale sign down one side.

The agent immediately came over and offered to help. She asked general questions and I had to give her more information than she was asking for. She suggested Cancun, Mexico, but didn’t mention anywhere else in the Caribbean as an alternative. She said I would find it easy to keep to my budget. The brochures recommended included Airtours – Far and Away and Thomas Cook Tropical Shores.

Quotes included £1,780 for Temptation Resort Cancun. The consultant was friendly and patient, although not overly enthusiastic. She was very helpful, but was not that forward with information and her knowledge only shone through once I asked for more details.

First Choice

91 Northbrook Street
Score: 88%

As soon as the consultant had finished serving, she came over. Questioning was thorough except she didn’t ask about budget. The agent explained about the different hotel ratings and checked there were enough activities at the ones they recommended.

The agent suggested Mexico above the Dominican Republic, as there was more to do outside the hotels. She found a property, which was also recommended by a colleague who had stayed at a sister resort. I was given two printouts of those discussed and two Thomson brochures.

Quotes included £1,883 for seven nights in the Sensatori Mexico, Riviera Maya. The agent also gave me prices of £149 per person to upgrade airline seats, and recommended insurance at £41 per person.

The consultant said she couldn’t guarantee how long the offers would be around. She was enthusiastic, knowledgeable and patient.

Have you got driving ambition?

Each month’s highest scoring agent gets the chance to drive a Porsche Boxster S, worth £46,000, for a month, courtesy of Elite Island Resorts.

Watch our winning agents receiving the car on Elite Island Resorts’ TWacademy page…

Tips: Selling winter sun holidays

1. Although Mystery Shopper was looking at the Caribbean, most agents suggested Mexico. It has a different Latino feel to the traditional Caribbean destinations, so it is important to make sure that the destination has the right feel for the customer.


2. Check individual hotels for specific promotions. For example, if your client is into yoga, then the Round Hill hotel in Jamaica has special Inward Bound yoga retreat programmes.


3. When booking a hotel, check whether the beach is on the Atlantic or Caribbean side of an island. The Atlantic Ocean is rougher than the Caribbean Sea side and more suitable to certain types of water sports.


4. For body and mind, suggest Le Sport Hotel in St Lucia with its range of BodyHolidays. The hotel features a spa, a Health and Wellbeing centre and four restaurants. Coconut Bay Beach Resort and Spa in St Lucia has just opened up its new 2Elements Water sports Centre.


5. Try Gazetteers.com for more information on hotels in the Caribbean.