Mystery Shopper

This week's Mystery Shopper was a couple after a holiday to Portugal, doing a bit of golf. They have been to the Algarve before and wanted to try somewhere new. They had heard the Silver Coast is nice.

All agents were able to deliver a holiday within budget, but all stuck to the tried and tested Algarve and didn't try to find something on the Silver Coast, which could have got them an even higher mark.

The target: Lowestoft, Suffolk
Wanted: A golf holiday to Portugal for a couple.

Can-Am Travel

90 High Street
Score: 56%

The outside of this shop was old and well-worn, inside it was cluttered with pictures, plants and hand-written signs, although it was clean.

The agent asked if I wanted brochures or prices, when I said prices she went through to the back office, shouting questions from there. She didn't ask about budget, but went over other aspects such as size of party and board basis.

She then called me through to the office and I realised I should have followed her there earlier. She recommended Vila Gale Marina Hotel in Vilamoura for a week at £520 per person in the Thomson Portugal and Madeira brochure.

She offered to do further research and phone me with prices. She explained why the area she had chosen was best for golf. She didn't print off the details, but suggested I wrote down the information.

First Choice

120 London Road North
Score: 63%

It was six minutes until I was finally acknowledged in this branch, with an agent asking if I needed help. Although I told her I had heard the Silver Coast was nice, she said in her view the Algarve was the only place for golfing in Portugal.

She recommended Hotel Vila Gale Marina on a bed and breakfast basis costing a total of £1,260 for a week. She offered the Do Golf Apartments, self catering, for £872 per week. She brought the Thomson brochure to the desk and showed me the pictures, but didn't tell me anything about the accommodation or location.

The whole process made me feel rushed. She said prices may change tomorrow. She was polite, but didn't attempt to close the sale or follow up my enquiry.

Thomas Cook

111 London Road North
Score: 92%

Full marks for the agency in the areas of appearance and customer service, but a few marks were lost in the category of advice and product knowledge.

I started to look at brochures when an agent offered help. She asked whether Silver Coast was a resort and when I said it was a region, she offered me a seat and went out to the back.

She said Vilamoura had the best golf courses in Portugal. She recommended Dom Pedro Marina, showing me photos in the Thomas Cook Portugal and Madeira brochure, describing the hotel and asking what I thought.

The price for two was £1,158. The alternative was £1,390 for bed and breakfast at the Ampalius Hotel. I was given a print out of details and she said she would call me to follow up.

The Co-operative Travel

141 London Road
Score: 93%

This agency was inside Westgate department store. It was clearly signposted and at the back and up a few steps. I explained my request, but she said that the only place in Portugal was the Algarve and they would highly recommend Vilamoura.

She asked plenty of questions, including whether we would be taking our own golf clubs or hiring them out there.

I was given the Thomas Cook Portugal and Madeira brochure with one print out of the Dom Pedro Marina Hotel quoted at £1,158 for two people for seven nights.

The agent asked all the right questions to establish my needs and was therefore able to come up with a good recommendation. She used the brochure to describe the area and the hotel and when I said I wasn't booking today, she invited me to come back with any questions. I would recommend this agency.

Did this week's agents really deliver what Mystery Shopper wanted? Go to the Community Editor's Blog or discuss it in the travelhub forums

Tips

1. Mystery Shopper was keen to visit the Silver Coast. This region of Portugal is still relatively undiscovered, but offers diverse landscapes, from vineyards to pine forests and lagoons and historic cities.
2. The Silver Coast offers a golf course at the beach resort of Praia D’el Rey. This area is 90 minutes’ drive north of Lisbon. It is sold in the UK by EHS Travel.
3. Well done to the consultant at The Co-operative Travel for checking whether Mystery Shopper was taking golf clubs or wanted to hire some in the resort. Hiring clubs saves clients the hassle of taking them on a flight.
4. For a greater choice of golf courses, this week’s agents were right to recommend the Algarve. It offers quality, well-established golf courses. One of the newest courses is Laranjal Golf Course at Quinta Do Lago. Set in a former orange grove, the 18-hole course has five lakes. It opened in February.
5. To get more product knowledge about Portugal visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow travel agents.