Mystery Shopper: Liverpool travel agents sell the Caribbean

April 08, 2010, 01:00

Brief: A two-week second honeymoon in the Caribbean
Budget: £4,000

Thomas Cook

55 Lord Street
Score: 67%

Although this branch was tidy and attractive from the outside, it was very dated inside. The shop was busy so I had to wait ten minutes before I was acknowledged. Then a consultant asked me to sit down while she listened to my request.

Although the consultant seemed interested in the booking, she didn’t really explore what I wanted out of the holiday. She only offered one option and didn’t go into much detail about the resort.

The quote was £3,089 for The Excellence in Punta Cana, Dominican Republic, with Thomas Cook. She used brochures to show me the hotel, but didn’t offer any advice or personal recommendations. The consultant didn’t mention insurance, excursions or any upgrades. She offered to call me in a few days to follow up.

The Co-operative Travel

68 Lord Street
Score: 81%

The consultant was good at making conversation, and was keen to find out about the potential booking. However, when it came to research, she only mentioned Thomas Cook.

She suggested we stay at Hilton Rose Hall Resort and Spa, Jamaica, costing £2,942, with Thomas Cook Style collection. The Sunset Jamaica Grande Resort was also mentioned. She didn’t mention any activities to do in resort, nor did she try to sell any add-ons.

She didn’t create a sense of urgency or talk about a deposit, although she did offer to call me in a few days to follow up. Despite the shortcomings, the holiday offered met my budget and the experience was pleasant.

STA Travel

78 Bold Street
Score: 85%

When I entered the shop I was directed to a comfortable waiting area until a consultant became free, which took about five minutes.

The consultant gave me her full attention, worked hard to find a holiday matching my requirements and seemed knowledgeable.

The hotel recommended was the Grand Palladium Resort and Spa, Punta Cana, Dominican Republic, costing £3,702, flying with Thomson. She showed me pictures of the hotel on the internet, explaining that the agency didn’t stock Thomson brochures.

Although she didn’t push me to book, she explained that flight seats sell out first. She also offered to call me to follow up the enquiry. I was disappointed that the agency didn’t have brochures I could take away. However, I did like the shop, which was modern and light, with friendly staff.

Barnes Travel Worldwide

26 County Road
Score: 90%

This shop was in a difficult location. I couldn’t find parking nearby, and the shop looked old-fashioned, with too much going on in the windows.

However, from the moment I entered I was made to feel welcome. The consultant was polite, friendly, and listened carefully to what I was saying. She appeared to have good product knowledge came across as confident in her advice.

She suggested I go to Mexico rather than Cuba as she thought the quality of the hotels was higher. She also put forward a stay at the Hilton Rose Hall Resort and Spa, Jamaica, costing £2,426, and flying with Thomson – giving me a five star property within budget.

When I left, the consultant gave me brochures, prices and full details of the holiday to take away. She asked when I would be booking and advised that the price could change if I delayed booking. She offered a follow up call the next day.

Tips

This couple was looking for romantic touches. There are plenty of extras agents could have sold without going over budget. They suggested flying with Thomson, which offers a pre-booked bubbly on board from £14 and chocolates from £7. Agents could have also suggested an airport lounge
If a married couple is looking for a romantic holiday, why not suggest they renew their vows? Many hotels, particularly in the Caribbean, provide a sunset beach setting for the occasion and sell pre-bookable renewal packages.
In-hotel extras the agents could have offered include champagne breakfasts and spa treatments for two.
None of the agents suggested adult-only hotels. Brands such as Sandals and Couples are well-established in the Caribbean.
For more information on hotels suitable for romantic holidays, visit www.gazetteers.com