OVERSTAYING INSIDE THE TREATMENT ROOM: While spas
often encourage guests to take their time leaving the treatment
room, it’s good practice to have after-treatment guidelines that
would signal to guests that the treatment is over. “This allows
time for the therapist to clean up and prepare for the next
guest,” Wayland-Smith says.
To help guide guests out of the treatment room, MEDICAL
SPA 7 often instructs guests to slowly dress back into their robe
and open the door when they are ready to leave. “We will be
waiting to escort them back to the relaxation room,” Carrico says.
APPOINTMENT CANCELLATIONS: Both Mandarin Oriental
Atlanta and MEDICAL SPA 7 impose a minimum of 24-hour
cancellation notice. “In consideration of the time that is
reserved for each guest, we ask for a minimum of 24-hour
notice for cancellation or change of spa services,” says
Wayland-Smith. Guests are informed that failure to do so may
result to a charge of a certain percentage.
Quesada of Four Seasons Resort Punta Mita says they
encourage guests to advise them of any cancellations at least
four to six hours in advance to avoid cancellation fees. “We do
this because we love to welcome our guests and provide them
with an amazing experience. If we have enough time of notice,
we are able to offer that space to another guest and can better
offer alternatives.”
TIPPING: Guests should
not be required but,
instead, are given
the option to tip.
Sundara’s website
clearly explains gratuity,
but guests may tip at the
level they desire. MEDICAL SPA 7
has a line for gratuity on credit and debit
receipts, as well as envelopes at the front desk
for cash tips.
FROM NOISE TO EXPIRED GIFT CARDS,
spas have seen some rule-breakers. Click
here to read some of the common etiquette
infractions spa sources have seen and tips on
how to deal with them.
USE OF GIFT CERTIFICATES: Disch says it’s important that the
spa clearly communicates to the guest any promotions or gift
certificate offerings and restrictions at the time of booking.
“Gift certificates are a big part of our business,” says
Carrico. Thus, MEDICAL SPA 7 ensures to clearly inform guests
upon purchase of the gift card’s expiration date. A staff
member makes sure to write down the date at the back of the
card. The spa also informs guests of any restrictions, including
whether the gift card is only redeemable for merchandise or
services. “We also use Demandforce, Inc., which tracks and
allows us to send out emails to our clients with specific discounts,” she says.
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