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by Rebecca Urban Oasis 2 years ago
Hi Simon Both myself and my manager have tried to contact you and I did email you directly but unfortunately you have not responded. I checked in with the therapist that did your girlfriends treatment as you had booked her in for the Total Touch package of a back massage, facial, hand and foot massage. The therapist asked your girlfriend if she liked quite firm pressure before the massage and she said that she did. During the treatment the therapist asked a couple of times if the pressure was ok and she got a positive response so we are confused about this remark. We always set aside at least 10minutes Rest & Relax time after every therapeutic treatment for the customer to have some water and come round after a treatment so that they are not rushed. On this occassion there was some confusion with your booking as the Stylist did not know that your girlfriend was relaxing after her treatment by the Buddha mural as he was waiting for his next client at reception. This was down to the booking being made in your name not your girlfrineds as you booked it via Wahanda and not directly with us and the Spa manager did not add detailed notes re the two appointments linking and payment had been made. As there were no notes on the booking we had to check our records for the original booking to verify that payment had been made but we did not say that it had not been paid for. When customers book an appointment on Wahanda it does not go directly onto the booking system that we now use. We have to transfer the appointment over manually and if we can fit it in at the time requested then we do but if not we have to contact the customer. Therefore it is easier if customers book online directly with us or use our Urban Oasis app. I hope that this answers your concerns and I am sorry that your girlfriend felt that she did not have a positive experience with us. Best wishes Martha Mary Spa Director I am s

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