Scarborough-based Rachel Dartnall-Smith worked as cabin crew before setting up with The Travel Network Group's homeworking arm Independent Travel Experts and later jumping into retail – motivated by a desire for post-Covid “reset”.
“All I was selling during Covid was afternoon teas – it was completely dead,” she told TTG. “My son Harry had started secondary school by then too so I had a bit more flexibility.”
In April 2022, Dartnall-Smith opened her first store – Pebbleshore Travel – based in Scarborough Market, and found herself without much competition in the aftermath of the pandemic.
The agency's client base is largely older, though Dartnall-Smith has seen a spike in family bookings (Credit: Pebbleshore Travel)
"The first three months, I had people coming in asking for advice on how to visit family in Canada or Australia because the other agencies were still closed,” she said. “I didn’t charge for any of that – I just wanted to help.
“A lot of those people have become really firm repeat clients because I built up that rapport.”
'Crystal digs' a hit with families
Last July, Dartnall-Smith relocated Pebbleshore Travel to Coldyhill Business Park – a larger retail space populated by an accountant, hairdresser, dog groomer and podiatrist, among other businesses.
"When I spoke to the owners, I told them, 'I don’t want any other travel agents in there!'," she said. “They thought that was fair enough.”
The new site is only a 10-minute drive from her original store, which means Dartnall-Smith has kept her repeat customers, too. “I’m really happy about that,” she said. “We also have new family clients coming in, and that’s down to my second business.”
Her second business, Coldyhill Hollow, is a children’s activity area complete with a “crystal digging experience”, climbing wall and cafe.
The “crystal pit” is filled with amethyst, rose quartz and other semi-precious stones (Credit: Pebbleshore Travel)
The “crystal pit” is seven foot by seven foot, filled with amethyst, rose quartz and other semi-precious stones. The entire area was decorated and painted by Dartnall-Smith herself.
She was inspired to open the site following a visit to a similar business in Cape Town, realising it could attract a younger clientele.
"I didn’t have many families coming in – it was mainly an older demographic – so I decided I could advertise my holidays in Coldyhill Hollow,” she explained.
“There are signs up, and I also hand out brochures – it’s been working really well.”
'You need to paddle your own canoe'
Coldyhill Hollow officially opened in December 2025, and Dartnall-Smith has found the two businesses are "propping" each other up as she hoped.
"I’m really happy – it’s exactly what we were hoping for,” she said. “The agency was slow at the beginning of January because of the snow, but the activity area was booming because it was a school holiday.
The activity area has a climbing wall and cafe, too (Credit: Pebbleshore Travel)
"I’m hoping that, in the quieter summer months, the same thing happens.”
Dartnall-Smith told TTG straddling two businesses has taught her to “paddle her own canoe", and she advises other agents do the same.
"Whatever you do, you have to sell it well, and if you’ve got a niche, really concentrate on that,” she said. “It'll work wonders.”
