Steiner Leisure has introduced a new spa brand aimed at making the spa experience simple and accessible rather than confusing and intimidating, highlighting a need for all spa managers to think about how to cater for the first-time spa user.

Chavana Spa, which will be a flexible brand targeting four-star hotels, malls and standalone facilities, has been designed to create an environment where people can "feel confident and safe exploring the wonderful world of spa".

As Mandara Spa UAE and Indian Ocean managing director Kory Thompson, who is responsible for rolling out the brand, says: "We have to make people comfortable; you can't assume that everyone has been to a spa and knows what to do with a sarong, for example. No one tells you anything and I think that is the biggest thing".

I couldn't agree more - assuming that all clients know what to expect from a spa experience is possibly the worst mistake an operator can make.

After all, despite being a regular spa-goer, I still have moments of uncertainty when faced with a lack of disposable underwear, a sarong instead of a robe or a treatment bed with no towel or sheets on top.

So imagine if you have never been in this environment before, as was the case when my father visited a few weeks ago and I booked him into a new, five-star hotel spa.

Although impressed by the elegant changing rooms, as a 62-year-old man that had never been to a spa before, it was understandable that Dad had no idea how long he should use the spa pool, steam room or sauna for prior to his treatment.
 

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When he described his experience, it transpired that he had sat in the steam room for half an hour - despite it not even being on - and had sat in the (very) hot pool for 40 minutes, even though he has high blood pressure.

When he was led into the treatment room by an attendant, no-one had explained that the therapist would be male and my father was initially left alone with no instructions as to what to wear or where to lie down.

Considering he thought that the treatment bed resembled a dentist's chair, this was a far from relaxing start to his first spa experience.

Although he enjoyed his massage, as most new spa users would, the feeling of relaxation left when Dad was ushered out of the spa, feeling too embarrassed to ask if he could have a shower.

What a shame that beautiful surroundings and a good treatment were let down by the overall experience. All it would have taken to improve the visit was a few simple instructions and some friendly advice from the receptionist, attendant or therapist.

The impact of Dad's uncomfortable experience stretched further than you might think. Not only did it make him keen to leave the hotel afterwards, rather than meet me for a meal there as had initially been planned, it also meant that I won't be recommending that particular spa to any of my friends.

Worse still, it has put someone who would benefit from an occasional massage or other stress-relieving therapy off the spa experience for life, not to mention causing great frustration to a short-changed daughter that just so happens to know that the service provided by this spa was anything but five-star.

For a full interview with Kory Thompson on Chavana Spa, see the November issue of Leisure Manager.

Louise Oakley is the editor of Leisure Manager.