The front desk service was poor and unprofessional. They wanted up front payment -- kind of strange for a day spa, even though when I booked I told them I had a gift certificate. After I booked my appointment, the spa called me to ask if I can come 30 minutes earlier because the therapist had to leave early. I said no. Then, to top it off, at the appointment, I waited 15 minutes before I was taken in even though they asked me to come 15 minutes before my appointment. Very poor and unprofessional service.
I had contacted spafinder last year regarding this untruful review. I was told that after six months, this review could be removed. But it was not removed after 10 months.
I, the spa manager, had talked to you about this person who never actually received a treatment at Qi Spa. She came with a way spa gift certificate after we had informed way spa that we will not accept their gift certificates anymore after several failed cases to book appointment with their gift certificate.
Since we did not know what gift certificate this lady has so I asked to see the gift certificate upon her arrival. She booked this appointment online from our website so we didn't know what gift certificate she had. We usually do not ask people pay before they receive the services. However, the email I sent to my account rep at wayspa was not received due to that our account rep. quit the job but nobody told us. So this lady came and I tried to call wayspa about this till 15 min past the appointment time but I was put onhold the whole time. I had suggested to her that we can provide the service but she should pay us directly and I am sure that way spa will refund her money. However, she said that she does not want to pay twice and I should resolve this with wayspa and provide service to her without delay. I told her that we could try to contact the wayspa again and she could contact the wayspa to get her money back too. However, we were not able to provide the service on that evening because of this problem. She left and said that it is my fault and she will give us bad review.
The next day, I got a call from wayspa telling me that an angry customer called, etc. I said that their process was difficult and always hard to reach them by phone, so I had sent them email to cancel it more than 10 days ago. She said that they had changed the procedure so the customers can buy from them and directly represent it to the spa. Again, nobody informed me about this before. She asked me if I want to stay with them and I said no.
The fact is that we never took this lady in like she said in the review, we did not ask her to pay upfront but to check what gift certificate she had. This is normal. However, it was our fault that our receptionist did not ask her specifically what gift certificate she had after we received online booking request via internet. We have since addressed that problem. I wish that I could have found better ways to deal with it at that time. It was not this lady's fault that we had this miscommunication with wayspa about the gift certificate. I regret that this had happened and felt bad about it.