Ananya Spa

Please use the following information in response to the complaint received, ID ***.(System) Booker notes:*** was very upset she couldn't use her $gift for you discount last time and insisted that she be able to use it todayI assured her we are open late during the week & would be
happy to accommodate her so that we could use her discount thenI also let her know we have promotional emails that would be sent to her regularlyShe became very loud at the front desk, to avoid a scene I let her know because it was not communicated to her last time that her coupon couldn't be used I would take $off today but we would not honor this discount again or on the weekendsShe is a nice girl but very hard to please, please review her requests before administering ANY discounts to her checkouts. Feb 26, 3:pm, by *** *** *** called literally yelling because booker wasn't working onlineshe wants to book with Sara, would not hear other suggestions, and wants Sara to stay later to accommodate *** work scheduleSuper mad I couldn't give her the Frederick discount over the phone and suggested we are a scamIncredible rude-SHJul 16, 5:pm, by *** ***
Spoke with *** today, she gave some feedback on what she would like to see more of from the FDWe went over how Frederick works as she does rely on the discounts from that heavilyShe asked multiple times for us to move another appointment to get her in with Sara, Lana and I both assured her if any changes/cancellations were made she would know right away but she was able to move her hair appointment so we could get her inShe is a very particular guest, likes to be listened toI gave her my schedule in case she needs to speak to a mgr but also let her know Seage is the FD supervisor and could assist her as well-- JHAug 19, 12:pm, by *** *** 8/21/2017 *** arrived at 4:36pm and was escorted back to the lounge by JordynI (Jordyn) brought her tea and let her know Sara would be with her a little closer to her start time, 5pm*** then approached the front desk, Lana was on break so I was assisting herShe asked to talk about the membershipI pulled out a printed copy of the membership details so we could figure out the best optionsI let her know she could sign into the Club membership, schedule the Ananya Signature facial and upgrade to the Sundari- as this is her preferred service of choiceShe asked if this would really save her any moneyI also walked her through the options of the VIP membership*** said that Sara’s scheduled didn’t really work for her and wanted to use the membership on SaturdayI let her know Sara does not work Saturday and we don’t offer the membership program Sat/SunShe said “there you go telling me “no” again”, I tried to explain to *** that because weekends are such a busy time for the industry it was not in the best interest of the company to offer a wide variety of discounts on the weekend*** mentioned again how hard it is to get in to see Sara and asked why we couldn’t make her stay late, to accommodate a guestI let her know Sara is here until 7pm, I didn’t want to stay on the topic of making a staff member alter their scheduleAt this I made different suggestions for ***:I let her know while she was in service I would call the owner and ask if we could offer just her the membership on the weekends, again reminding her Sara is not her on Saturday.aShe stated I wasn’t answering any of her questions. I offered to create a series of Sundari facials (something the company does not currently offer, but a special accommodation just for her) which would save her 10% on a bundle of 3/facials)aShe stated that I was just trying to get a bunch of money from her at onceI offered to talk with Sara to see if she had a recommendation for a therapist *** could see on the off chance he wasn’t able to schedule with Sara.aShe stated she didn’t want to see any of our “crappy” therapists.Another guest checked in at 4:51pm, she arrived as I was speaking with ***I asked *** if I could check the guest in and be right back with her*** was being very loud at the front desk at this timeI apologized to the guest and asked her service provider to take her into service early to avoid interaction with ***Coming back to the Front Desk, Sara was finishing with her guest and setting out her recommendations*** asked Sara “are you ready for me” Sara responded that she was notIt was not quite time for *** to go into service *** started to leave the Front Desk and stated that I was ruining her experienceSara asked if I was ok and I responded with “I don’t know what else to offer her”, giving her a short recap of what I had offered ***With Sara being a Lead Therapist I felt comfortable discussing this with her in addition to *** being her clientI let Sara know that I thought it would be best to have *** leaveI had offered her everything that we had to offer and more, there was nothing that any of the front desk nor I could offer her make her happySara agreed and said she was comfortable with me cancelling the appointment.I went into the lounge to let *** know that I didn’t think this was the spa for her as there was nothing that we were able to offer her from her first visit that has made her happyI let her know we would not be moving forward with services today or in the future, I thanked her for her time and started to leaveShe said “no you’re not thankful, you’re a liar” and she asked to talk to SaraI let her know she had made myself and the staff uncomfortable and asked her to leaveShe asked what I was going to do about her time she took to drive her, I said “I’m sorry that it took you a long time to drive her but that is out of my control.” She again called me a liar*** went on to say how we have asked her to move her appointments to accommodate other guests and in the case of her facial scheduled for Monday the front desk again refused to work with herLana spent well over minutes trying to work *** into Sara’s schedule for a day that Sara was actually here until 8pm, yet that still did not work for herI felt there was nothing I could say in defense of the staff that would matter to *** and she was raising her voice so I thanked her again and shut the door*** remained in the lounge, wrote a Yelp review and left without a word.From a business aspect, it is never an intention to lose a guest as this effects the business as a wholeHowever, it is inappropriate for a guest to bully the staf*’s poor behavior has only increased since her first experience with us, she refers the staff as “crappy” “incompetent” “aloof” and “liars” and her harassment is unacceptableIt is unfortunate that we could not find a common ground to please this guest but policies are put in place to maintain running a business smoothlyI felt that we varied from our set policies by offering her a custom discounted series of services and aside from her very first visit, *** has received a discount on every visit. This can be confirmed in Booker, ***’s appointments have never been moved to accommodate another guestThe only time her appointment time was adjusted was on 7/19/from 5:00pm to 5:30pm at her request