Mystery Shopper: Two weeks in Mexico

Mystery Shopper: Two weeks in Mexico

Location: Trafford Centre, Manchester

Wanted: A couple wants to visit Mexico for two weeks next March. They want a hotel with good facilities and activities.

Budget: £7,000

Thomas Cook

The shop was clean and tidy and I was acknowledged by a friendly agent immediately.

The agent showed an interest in my query and was eager to please. I was asked questions about my requirements and the agent had good knowledge of the area and the most suitable hotels.

I was quoted £4,673 for the Moon Palace Grand in Cancun through Thomas Cook Tropical Shores. The price included flights and I was also given a quote for insurance and a list of bookable excursions.

I was impressed by how thorough the agent was and she answered all of my questions regarding the trip.

I was given details about deposit requirements. I was encouraged to book and I would have done so.

Virgin Holidays

I was welcomed immediately by a friendly agent. I was asked questions about my trip and the agent knew about the area.

I was quoted £6,808 to stay at the Hard Rock in Cancun, with Premium Economy flights from Virgin Atlantic.

I was given a brochure to take away and received a follow up email after my visit to the store.

I would have liked to have been offered insurance, airport parking and excursions and saw that as a missed opportunity for the agent.


The shop was immaculate and the staff all seemed friendly and patient. The agent who assisted me was keen to meet my needs.

The consultant showed a great knowledge of the area but lacking on the hotel front. We discussed several options, two of which were over-budget.

The agent then recommended the Paradisus La Perla on an all-inclusive basis with flights from Thomas Cook. The quote was for £6,650 for two weeks.

No attempt was made to close the sale.

Verdict: All agents offered suitable options with upgraded flights, but the winning agent showed more enthusiasm.

Winning Agent

Sophie Tully, travel consultant
I have worked at Thomas Cook for three years, the first two of which I spent as an apprentice. I love working in travel, having conversations with customers and interacting with different people. My top tip is no matter how busy you are, always acknowledge customers and make them feel comfortable.


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