Complaints

• Initial Complaint

  13/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had booked appointments at Damara day spa located at 5-3850 green falls drive, Regina for massage therapy on November 4th, 2023 to have appointments on November 9th, November 23, December 6th, December 20th. Due to family obligations I could not be available on November 9th,2023 so I phoned in the morning of that day to reschedule the appointment and representative refused to reschedule and told me I will have to pay for the missed appointment as I will not be available. So I told the representative to cancel all my appointments so I will go seek services somewhere else. They charged me $42.50 on that missed appointment which I phoned to reschedule. There was no information provided about the cancellation/reschedule charges. There are no mention on cancellations/reschedule fees on the Damara day spa website or any charges in the appointment confirmation emails I received. Had they mentioned anything about their cancellation policy in their website, in their appointment confirmation emails or over the phone, I would not have requested their services. I am requesting this location to refund $42.50 as these charges are unjust and hidden. I appreciate your kind attention and help with this matter.

  Business response

  13/11/2023

  Hello, 
  Please see the attachments to view our cancellation policy. We do have it outlined in a few places: our spa websites, our booking website, and on our Client Massage Form. Before any online bookings can be finalised clients are prompted to review our cancellation policy and agree to it. All appointments the client had booked were done so online. This verifies that the cancellation policy was made available to the client and they agreed to it before booking their appointments online. 
  

  I was the receptionist the client spoke to this day. At no point was the client told they could not reschedule their appointment. I informed them that the 50% cancellation policy would still apply to a reschedule due to the gap it would leave in the therapist's schedule on November 9th. The less notice we have for any reschedules or cancellations the more difficult it is for us to re-book that appointment slot for our staff. With only 4 hours notice for a reschedule this meant the Massage Therapist would have a higher chance of losing that appointment time all together. This does result in a loss of wage for staff as they are compensated for the services they complete. 
  

  We feel our cancellation policy is more than fair for our clients and our staff. As well, that it aligns closely with many other spas, salons, and clinics across Regina. We feel we provide ample opportunity to review our cancellation policy before booking an appointment with us. 
  Please let me know if there are any further clarifications I may provide. 

  Customer response

  13/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  There is nowhere the option to find the cancellation policy at all on the mobile web browser. Also there is no cancellation policy appears in the booking screen when booking an appointment on the mobile web browser. I also want to inform all four appointments were done over the phone call with the business and not online. The business claim of booking appointment on the business website is completely false. I do not see the need of pursuing this matter further as business is not being truthful. The business can keep the $42.50. I thank you so much for your quick response to this. 
  Sincerely,
  
  **** 

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