PANEL DISCUSSION: SPA AS A LIFESTYLE
Kalon Spa Consultancy managing director Lulu Katrevesis asked the group how they address last-minute cancellations in spas — a prevalent concern in the industry.

Gates Hospitality chief executive officer Naim Maadad said that the trick is to be on good terms with clients.
“It’s about building a long-term relationship and how you deal with the cancellation process,” he commented.

“Today it’s so easy to get on the phone and cancel a reservation, so I think we need to be savvy and say ‘okay, if you can’t come today then let’s reschedule’ — secure that booking.

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“Turn that negative into a positive and make them feel that you’ve welcomed that cancellation with the hope that they’ll rebook again rather than being disgruntled.”

Heart & Soul Spa’s spa director Maria Antonela Axinte also pointed out how the practice of cancellation fees no longer applies at her spa, because it deters people from booking.

She explained: “Men and women today just avoid making appointments at spas that do have cancellation fees. At our spa we have a waiting list, and due to the popularity, when somebody cancels, we call the next available person on the waiting list.”

Sofitel The Palm Resort & Spa Dubai spa manager Chané Sandor suggested offering pre-paid packages, that would perhaps help spas reduce their loss of revenue for cancellations, and would secure clients.

“What I also think helps is advanced packages, so you can purchase a package of five treatments and pay for them at one time. So it’s kind of like a loyalty programme. They’ve already paid for the five treatments, knowing they have to come, and you can also help by being flexible with rescheduling their appointments.”

Sandor also highlighted the importance of courtesy calls by therapists to remind customers of their appointments, which would also give the team enough time to fill in an open spot in case of a cancellation.

Spadunya owner and chief executive officer Shahida Siddque said her outlets also offer prepaid packages, which work well.

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