I received a gift certificate to Destiny Day Spa and scheduled my appointment for my massage and facial. When I booked, I was informed that I must cancel or reschedule at least 48 hours prior to my appoinment. I was all set for one afternoon and ONE HOUR before my appointment, I received a phone call that they needed to reschedule me. I was irritated and asked for a refund, but they refused stating policy. I find it appalling that a business will not adhere to the same policy that they hold their customers to. I will never do business with them again, nor would I recommend this spa to anyone.
This client did not have a spa finder g/c but did have one issued from our facility. We had a therapist call in sick and b/c it was following our huge Mother's Day season, we were very booked and I had no other choice but to call the client to discuss her appt. I called that morning as soon as we opened, 10AM to ask if we could move her appt. from 3PM to 4PM & her teacher's assistant stated she was not available and I had to call back after lunch b/c she couldn't take a message. I called her again after lunch as I was asked (but not 1 hour before her appt) and she was very irate, which I do understand to a certain extent. We use spa boom for our online g/c and it states they are non-refundable. I offered a complimentary upgrade to her package for a longer massage or facial or something comparable but she refused. I apologized and ended the converstation stating that if she wanted to take me up on the offer after some time had passed, that I would be more than happy to honor it. If I remember correctly, after about a week or so, she called and apologized for being as mad as she was, that she had visited our spa before, and that she would call to reschedule in the future. This client came in a few weeks ago, and as far as I know, left just as happy as she did after her 1st visit. She did not ask to take advantage of the complimentary upgrade I had offered her but I was very happy to see her come in and use her gift certificate, and hope she continues to visit our facility in the future. I did not know she had posted this review at the time of her visit, not that it would have made a difference whatsoever, but am very disappointed that both sides of the story are never told. We are located in a large outdoor shopping/entertainment center in Bossier City, LA and have lots of out of town walk ins and I try to always book in a way that allows us to have a little flexibility in booking so we may accomodate guests that call to make appts. as well as walk-ins. If I have a therapist call in sick, I almost always have another one I can call in. I explained to this client that the week before, I had a very dear, dual-licensed therapist diagnosed with stage 4 colon cancer and that it had been devastating to our very close-knit spa family. Between having her out for 6 months of chemo treatments,not having the chance to find 2 therapists to fill in each department, the weeks after a huge g/c holiday such as Mother's Day being as busy & successful as it is for us, and having a therapist call in sick (which is a very rare occurance at Destiny b/c we are all very dedicated) that asking her to move her appt. to one hour later was my best option at that time. I understand that option was not feasible b/c of the daycare arrangements she had made but I handled that unfortunate situation the very best I could. Thank you for taking the time to read our point of view. If there is something that I'm overlooking in regards to handling a situation like this in a better or more effective way, I would love the advice. Sincerely, Courtenay Netherland - Spa & Salon Manager