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AIBU?

Bad customer at spa?

40 replies

HurricanePlait · 18/03/2017 20:29

Facial included in spa package. Told it was booked in at 2:30 and were even given the printed itinerary stating that time too.

Around 2, we were having a drink and were asked if we were waiting for a treatment and we said no. Go to reception at 2:25 and got told by the receptionist no sorry ladies you're too late and your appointment was at 2.

A bit we apologised and thought we must have got it wrong. Went and got paper to prove we were told 2:30 and it was clear at that point the receptionist had already known at the time about the mix up but had made it out to be our fault.

She said well we did try and find you .... they never even said our names when they came looking for us.

They then expected us to wait a further hour and a half and not have the facials at the same time.

Aibu or is that really bad service?

OP posts:

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Pebbles1989 · 18/03/2017 22:31

Sounds like Champneys from the description... I like them but they can be a bit chaotic.

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mummymummums · 18/03/2017 22:36

So did they give you anything for inconvenience?

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Patriciathestripper1 · 18/03/2017 22:37

Totally crap service! Where was it? The very
Least they should have done is provide s bottle or two of bubbly till you were all sorted. Damn bad show if you ask me.

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agentmarmalade · 18/03/2017 22:40

Id want the 2-30 time slot to be honoured, failing that I would want a full refund. To be fair though, I'd have said "my appointment is at half two" when asked if I was waiting.
Not the best customer service though.

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GallivantingWildebeest · 18/03/2017 22:54

Champneys have a specific waiting room though; you shouldn't be there unless you're waiting for an appt.

Op, in all the spas I've been to the therapist comes out and calls your name.

The spa is at fault here. Complain, get your money back. Tweet them! They're meant to be de-stressing you, not stressing you!

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JonesyAndTheSalad · 18/03/2017 23:07

Another here who would have said "We have an appointment at 2"

"No" wasn't correct because you were in effect, waiting for your appointment.

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Giddyaunt18 · 18/03/2017 23:08

YANBU that's bad customer service. Surely they will want to appease you as there is always the threat of a bad review?

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Giddyaunt18 · 18/03/2017 23:10

No they weren't waiting for a treatment , they were half an hour from waiting for it and just enjoying the spa. If you were shopping in town but planning to get a bus in 30 mins , you wouldn't say you were waiting for a bus when you were still shopping!

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Chloe84 · 18/03/2017 23:14

Thats like asking someones shopping in Tesco if they are waiting for a bus and then telling them as they are planning to get one in half an hour then they are technically waiting, which is clearly ridiculous.

Except the bus driver doesn't come into Tesco's to ask if you are waiting for the bus

I did tell OP YANBU, but I don't understand why you wouldn't make things easier for yourself and just say you have an appt. at 2.30. Sometimes you have to volunteer information.

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user1489189598 · 18/03/2017 23:15

So, did the cancel the cheque give you a refund/honour the booking????

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MsAdorabelleDearheartVonLipwig · 18/03/2017 23:26

Both in error. They obviously had a mix up somewhere along the line but you could have pointed out that you were waiting for a later treatment.

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Iamastonished · 18/03/2017 23:33

I think communication on both sides could have been better. A "no" to being asked if you were waiting for an appointment would imply that you weren't having a treatment at all. So I can see why they bumped you.

I would have answered yes, but I'm too early, my appointment isn't until 2.30.

Having said that they were very unprofessional and feel free to name and shame.

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DaveTheDesigner · 18/03/2017 23:48

They had booked for 2.30. I wouldn't consider myself 'waiting' half an hour earlier. Completely the spa's fault.

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DaveTheDesigner · 18/03/2017 23:50

Originally thought supermarket. Showing my age.

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BoomBoomsCousin · 18/03/2017 23:59

If I was sitting around having a drink half an hour before my appointment I wouldn't be waiting for the appointment, any more than I would be waiting for my appointment when I was using the pool three hours beforehand, or at lunch, or while in the pedicure I impulse booked as soon as I arrived. I'd be having a drink. If I was asked if I had an appointment later in the day I'd have said yes, but being asked at 2 if I was waiting for an appointment I would only have said yes if my appointment was at 2, because my assumption would be they were checking that everyone with an appointment then was being looked after.

The onus really isn't on the customer to be second guessing every interaction on the off chance they spa staff have just realised they've made a mistake. That is very poor customer service and their attitude over it was very poor.