Mystery shopper: Two weeks in Cuba

Mystery shopper: Two weeks in Cuba

Location:Yeovil, Somerset
Wanted: A couple want a two-week holiday in Cuba in February/March, ideally in an all-inclusive beach resort. They would like information about the hotel’s facilities and excursions.
Budget: £5,500

Miles Morgan Travel
2 Borough Arcade

I had to wait about 10 minutes to be acknowledged, as the shop was busy, but there was a pleasant waiting area. The agent was patient and enthusiastic. She was extremely helpful with regards to my needs and her knowledge impressed me. I was given several options and asked whether I would be offended if she looked at a hotel in the Saga brochure, which I thought was thoughtful. I was offered a stay at the Memories Jibacoa hotel for £2,399. She was extremely thorough and attempted to offer insurance and excursions. I was very pleased with the recommendation as it fulfilled all of my holiday needs. I was very impressed and I would not hesitate to book here.

29 Middle Street

The shop windows were a little boring, but inside was well laid out with a good range of brochures. The staff looked smart and I was seen as soon as I walked in. The agent was lovely and extremely patient, friendly, thorough and enthusiastic. I was offered the Paradisus Princesa Del Mar for £4,822. The agent also offered airport parking and excursions. The service was really good and the recommendation was excellent, but the exterior could be more enticing.

Hays Travel
3b Union Street

The shop was spotlessly clean and the window and brochure display were attractive. I was acknowledged straight away and was offered a stay at the Royal Hicacos Resort & Spa for £3,899. The recommendation suited me but I had to tell the agent that I wanted a hotel with a spa and trips out. She asked basic questions but she could have done more research. I overheard the couple next to me being offered several hotels and resorts, but I was only offered one.

Winning agent

Heather Muir, branch manager

"I’ve been in this job for 30 years. The most important thing is to listen to what the customer wants and it’s important that customers get seen quickly. I made sure to acknowledge she was there even though I was with a customer."


The winning agent won by a whisker this week, which could have been down to the way the Thomson shop looked from the outside.


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