WANTED


A middle-aged couple would like a relaxing, all-inclusive holiday in Mexico next year. They have heard that Cancun and the Mexican Riviera have good options for all-inclusive hotels and resorts, but want to avoid the influx of American students who head there for


‘spring break’. They are flexible about travel dates and are seeking information about flights, airlines and hotels.


BUDGET: £4,000 THE VERDICT


All three agents produced quotes that matched the mystery shopper’s requirements. The knowledge and enthusiasm of the Wallace Arnold agent stood out, while the Tui agent produced options swiftly. However, the shopper would have liked far more information from Martins World Travel and to have been shown pictures of the hotels. All of the quotes were well below budget, so there was plenty of scope for upselling and extras.


WINNING AGENT


TRAVEL CONSULTANT julie kealey


I went to Mexico two years ago – it’s far easier to sell a holiday if you


have experience of a destination. We don’t get many enquiries for Mexico but we do get a lot for all-inclusives in the Caribbean. Customers opt for all-inclusive holidays because they are good value.


SCORING SYSTEM


10% Appearance/first impressions 25% Customer service 25% Advice and product knowledge 25% Holiday details 15% Overall experience


wallace arnold travel 43 KNIFESMITHGATE


IMPRESSIONS: The shop had a small frontage, under a covered walkway, so it would have been easy to have walked by without noticing. Staff were smartly dressed. The window display had a summer theme and A4 posters showing holidays and prices.


SERVICE: I was served immediately by a friendly agent, who said they had visited Mexico two years ago. She showed me the resort where she had stayed, recommending it as an option. The agent explained that most hotels belong to mini resorts with partner hotels, so guests can use their facilities. Flight upgrades were mentioned but not the cost. I was pleased with the agent’s knowledge and the quality of the resorts suggested. The agent said we’d have a fantastic holiday and explained that getting around was easy and safe, with many public transport options. The experience was fantastic.


QUOTES: Both quotes were for seven-night, all-inclusive Thomas Cook holidays, flying from Manchester in May. The first was at the Iberostar Selection Cancun, for £2,857 including transfers. The agent suggested this resort because of its facilities. The second option was at the Dreams Tulum Resort & Spa, in the Riviera Maya, for £3,025. It was recommended because of its spa options.


OVERALL: The agent was knowledgeable and enthusiastic, making me feel confident in booking.


87% 48 3 OCTOBER 2019 travelweekly.co.uk


THIS WEEK’S WINNER


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