Spa Reports Poor Experience With Scheduled Provider

Use Case: A Spa writes in with concerns about an appointment, either a rack or block, with a specific provider that they had a poor experience with, where they had to compensate a client, or the scheduled provider arrived late. They are also inquiring about compensation because of these issues.

Reply to Spa: This will vary on a case-by-case basis. Make sure the response is empathetic, that we take all necessary actions, and that we inform them that we understand the impact it has had.

If the provider was late, ask how many treatments were affected and apply a credit.

Spa inquires about credit:

• Follow the linked "How To Add A Spa Credit"

Actions needed: 

• Respond appropriately to the Spa.

• Block the Provider from the Spa if requested.

• Add Credit if compensation is requested by Spa or if the provider was late.
  

• Escalate to T&S if the escalation exceeds normal protocol.
  - Injury to the client, damaged items at the property, Spa is asking to speak with Trust & Safety.
  - Flag Mandi and Virginia as an FYI in post to T&S to keep them in the loop.