Mystery Shopper: Fareham travel agents tested on Mauritius

Brief: A couple of empty-nesters want to treat themselves to a week in a Mauritian five-star hotel next year. They want great golf, spa and dining options.

Budget: £5,000.

 

Verdict: The winner's extensive research, genuine enthusiasm and desire to seal a sale was a standard of service that the other agencies would do well to try to emulate

Davis World Travel

 

23 West Street Score: 29%

 

The shop was clean, but looked dated and uninviting to the customer. I was greeted with a smile, but after I had told the agent what I was looking for, she seemed to switch off.

 

I wasn't given the opportunity to sit down and had to remain standing throughout. The agent rose from her seat to give me Beachcomber and Premier Holidays brochures, and a business card, but when I asked for an idea of prices I was told to go away, look at the brochures and decide for myself where I wanted to stay.

 

Despite all my efforts I couldn't get a conversation going. The agent showed no interest in my request and didn't do any research into my holiday.

First Choice

 

19 Westbury Mall Score: 40%

 

I was greeted about one minute after entering this clean, attractive agency. I told the agent roughly what type of holiday I was seeking.

 

She handed me a Hayes & Jarvis brochure and immediately picked up the phone to the operator. I found this very frustrating as the agent spent the entire time on the phone asking about flights while failing to ask me anything else about my holiday and what I wanted from it.

 

She didn't check my budget, ask me about my interests or discuss with me which hotel might be most suitable. I was given a business card and told to go away with the brochure and return when I'd decided on a hotel for myself.

Bath Travel

 

The Square, Titchfield, near Fareham Score: 43%

 

The first thing I noticed when I opened the shop door was, unfortunately, a smell of mould. I was greeted immediately, but my request to go on holiday during term time, as we wanted peace and quiet, didn't seem to go down too well.

 

The agent told me that the agency sold Beachcomber holidays for Mauritius, and immediately rang the company. She spent the entire time on the phone, and didn't include me in the conversation, so I felt very much the outsider.

 

I was given the option of only one hotel, Paradis Hotel & Golf Club. The consultant gave me a quote of £3,832 for a deluxe room and £4,145 for a deluxe beachfront room.

Thomas Cook

 

89 West Street Score: 99%

 

This bubbly, friendly agent asked my name and seemed genuinely interested in my request. She offered me a coffee, and went through every relevant page of the Thomas Cook Signature brochure with me.

 

We then looked at each hotel on the web too, and she turned the screen so I felt included. The agent wrote out prices for 11 hotels in the brochure, and gave me printouts so I could see more about flight details.

 

She also asked if I had insurance and if I'd want airport parking. She even tried to close the sale by suggesting that I call my husband to come to the shop while I was there.

 

I said we'd need to talk about it at home so she took my details and arranged a time to call me to follow up. She talked about her own experiences and I felt she genuinely cared.

 

Gemma Cobb, sales consultant

 

"My fiancé and I have been talking about getting married in Mauritius, so although I've not been there I've been looking at all the hotels carefully. We still haven't decided between Mauritius, Italy and the UK.”

Top tips: Selling Mauritius

1. Mauritius offers long white beaches backed by green volcanic peaks, and is an excellent option for a luxury hotel-based break, with a vast range of five-stars with extensive spa facilities.
2. Direct flights from Heathrow are available four times a week with Air Mauritius and three times a week with BA. Emirates flies via Dubai from Glasgow, Newcastle, Birmingham and Gatwick.
3. There are nine 18-hole golf courses in Mauritius. They include the Four Seasons Resort Mauritius which has an Ernie Els-designed course and a golf academy.
4. All the luxury hotels have great dining options, but One&Only Le Saint Geran has three restaurants, two of which are run by Michelin-starred chefs.
5. For expert reviews and agent tips on Mauritius, subscribe to Gazetteers.com