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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Thomas Cook Co-operative Travel Citycentrehotels Hoteldirect
54 Kirkgate 52 Kirkgate
Citycentrehotels.com Hoteldirect.co.uk
I was left I was made to I selected this This was the
waiting for feel welcome website because only “sponsored
assistance as the on arrival and it had a wide link” showing
consultant was offered help. range of hotels available hotels.
busy completing But unfortu- of various star It was easy to
paperwork from a previous nately, after that I didn’t ratings. It was well structured use and asked for lots of detail,
customer and did not appear feel I received a good-quality and I found it easy to navigate. including whether the user
to be aware I was there. service from this branch. I There were enough questions wanted a double, twin or
However, when I was offered was not asked for my budget on the site about my needs for family room. A quick search
help, the agent was keen to or board basis, and I felt the me to convey all my needs. flagged up several hotels, and
find a suitable package that agent was just going through The site found a suitable by clicking on one I could see
met my needs and came the motions rather than match, although this did take how the prices varied across
within my budget. They having any real interest in quite a while. A good deal of the month. The prices for
checked several sites helping me. They appeared to information was provided four-star hotels were more
and, once a close product want to find any hotel that about each hotel’s location than my budget so I selected
match had been found (it was would just about suffice. This and surroundings, and I the most expensive three-star
three-star, not four), I was meant the one they offered was offered several suitable option under £400, which
encouraged to book that day. was two-star and did not options, including a four-star had been discounted and
No extras were mentioned. match my needs. hotel within budget. included breakfast.
✔First impressions ✔First impressions ✔First impressions ✔First impressions
✘ Sales process ✘ Sales process ✔Sales process ✔Sales process
✘ Product match ✘ Product match ✔Product match ✘ Product match
✘ Incentive to book ✘ Incentive to book ✔Incentive to book ✔Incentive to book
This week’s winner:
Citycentrehotels.com
I found the consultant in Thomas Cook to be more friendly and willing to
next
help than the agent in the Co-op, who appeared to have little interest in
week
my booking. Unfortunately, neither was able to offer a hotel that matched
my star rating. Both websites offered many more options than the high
Citycentrehotels.com
street, but
hoteldirect.co.uk was not able to offer a four-star within my
Mystery Shopper goes
was the only channel
budget.
Citycentrehotels.com was able to tick all the boxes and would
to the north-west
which ticked all
the boxes therefore get my booking. It offered four nights’ B&B at the Jurys Croke
Park Hotel in Dublin for two adults arriving on June 26, for £382.76.
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To mark our exciting new online training tie-up, we’ve got some great prizes
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POWERED BY
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