Mystery shopper: Coventry, 10-nights south of Lake Garda

Location: Coventry Wanted: Budget: £3,000

Co-operative Travel 82 Lower Precinct 86% The agent acknowledged me straight away and was polite and knowledgeable, but the shop was cluttered. She gave me a card, wrote her name on it and took my details. I was offered 10 nights' half-board at the three-star Poiano Apartments from the Thomson Lakes & Mountains brochure for £2,130, with flights from Birmingham to Verona on August 30. I was also offered a Lake Tour taking in Verona, Milan and Florence for an extra £339. A wine tour for £110 was also offered. We discussed car hire and different board options. She urged me to book soon as there was only one room left. The service was friendly and personal. The agent made me feel relaxed and welcome.

Thomson 54 Lower Precinct 85% The store was immaculately clean inside and eye-catching outside and all the staff were smartly dressed. The agent gave me their details and took mine. I was offered 10 nights' self-catering at the Poiano Apartments with Thomson for £1,899, departing Birmingham on August 30. An excursion to Florence, Bolzano, Grand Dolomites and Lake Garda was £428. I was given a printed quote and a brochure.

Carrick Travel 161 Daventry Road 71% The agent was polite and friendly but quiet, which made me a bit uncomfortable. Ten nights at the three?star Hotel La Perla from the Thomson Lakes & Mountains brochure was offered for £1,964, departing Birmingham on August 30. The agent researched the holiday, but didn't know the area. I was offered car hire and trips to Milan and Verona. The agent asked me to call back when I wanted to book.

 

Winning agent

 

Charlotte Brook

 

"Charlotte is really enthusiastic about getting customers the right holidays. She always listens closely and checks multiple operators to make sure she finds the right holiday at the right price." – Lyndsey Prestleton, branch manager

Verdict

It was a close week and although the Thomson store was neater, the Co-op agent's knowledge and quote put her slightly ahead.

Top-scoring agent each month will win use of a car for 10 days.

The winning agent must be at least 25, for insurance reasons. Winners under 25 will win a week's all-inclusive holiday at an Elite Islands Resorts property. The prize is non-transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return the car from Essex or a central location