After we verify the guest information and if it could possibly be booked under another name, we need to remember these things happen and treat the guest with kindness and try our best to come to a resolution.
- Take a look at today's schedule and verify we do not see the guest’s name. Check the list view (
), using name, phone number and/or email address:
- If we cannot see the guest at this point politely ask the guest if they have an Appointment Confirmation email to help us locate their appointment? It will be from Spa Space and look like this:
NOTE: It could also be in their SPAM folder - If you locate the appointment on a different date, notify the guest(s) that their appointment was booked for this Date/Time. Offer to resend the confirmation if they would like.
If there are any available spots in the schedule for today, you may offer to rebook them on today’s date or to keep that appointment as long as it's within the 24Hr policy window.
** REMINDER: Not all providers will be on hand at the exact moment we need to schedule someone. It is policy to give our providers a 2 hour window for same day bookings. - If you have exhausted all of your efforts and are unable to locate or verify any appointment information, you may offer the guest what spots we have available for the day or for future bookings. Please notify providers as soon as you book a same day appointment for them.
- After the guest has been helped, please call support ( 470-236-5991) to notify them of the issue, so they can investigate the incident further.
