Spa and B2B Appointments

The most important factor when deciding who to book for spa and chair appointments is cancellation rate. 

• Cancellation rates for all lines of business should be considered, but some therapists may have high cancellation rates for some lines of business but low cancellation for spa blocks or chair, and those therapists are good to book for those requests.

• The baseball card shows the overall cancellation rate, plus rates for the last 10 bookings of the category. If rates are high for overall but low for recent 10, it is also an indicator that confirmation is good.

• Don’t worry about in-home ratings for chair massage, and it’s a minor factor for spa.

A next important factor is how many bids a therapist has put in since their last booking, how long it’s been since their last booking and if they have any upcoming bookings with the general rule of thumb that we want to get more therapists involved to have a wider pool of active therapists. 

Aggressively book same-day or next-day requests, but keep in mind cancellation rates and how long the request has been active (e.g., if it just went out 10 or 15 mins ago, and the only therapist replying has a high cancellation rate, you can wait a bit longer)

For appointments in the future, you can give the requests several hours or a day to “collect bids” with the caveat that

• If prioritized therapists reply, go ahead and book them, no need to wait, THAT said

  • If there are prioritized therapists with very high cancellation rates for spa blocks or rack appts, you can wait to see if other prioritized therapists reply  

• If appts already have a lot of bids (like 5+) you should go ahead and book them so fewer therapists are frustrated.

For spa appointments, if a therapist is already “oriented” at a spa (there will be a graduation hat icon next to their bid) that can be a reason to choose one therapist over another, but if the unoriented therapist has been a long time since their last appointment (like several weeks or a month + with multiple bids OR just 1 or 2 bids, but it’s been 6 months+ since their last appt) and they have low cancellation rates, prioritize the unoriented therapist. 

Spa rack appointments will sometimes be handsfree booked with oriented providers but often will not be bc of double booking rules. When you book rack appointments with a spa that has other bookings that day, you will see a popup that says “this appointment should be linked to another appointment” - you can just proceed and ignore that. If the popup says the provider is already booked on another appointment, you need to investigate to make sure they won’t be double booked.