Reservation process: 1 star.
Massage with Tatiana: absolutely deserves 5 stars.
The booking process is an unnecessary buzzkill for what should be a delightful overall experience for guests. Maybe it's because we went during off-peak season (last week of the year)?
I was looking forward to booking a spa appointment. Went to the spa and there is no receptionist. Supposedly you can write your name down on a clipboard but I didn't see a clipboard. You can call a number or scan a QR code to schedule online. (Buzzkill begins)
When you call the number, an AI bot takes your information. 4-5 hours later, a human calls you back and the person must be working remotely because there's a lot of background noise. (More buzzkill)
Why not book online then? I tried booking online during the 4-5 hours when I wasn't sure if anyone was going to call me back. You scroll through a crazy long list to find your treatment (where are the filters for treatment type/time?) and have to create an account (seriously, this is just poor service design for hotel guests). You click on the time and repeatedly get an "this time is not available" type of message, go back, click another time, same message. I'm not even sure if I want this anymore. "Good thing" someone called me 4-5 hours after I left a message.
I showed up 5 min before my appointment and again, no receptionist so I figure people must be running a little behind. 25 minutes later I'm not sure if the appointment is even happening and I wonder if this is a scam. Since there's no one around, I have no choice but to call the AI bot to do something, anything. 30 minutes after the appointment time, someone shows up. Of course, a human calls me back after I've been escorted into the treatment room and it kills the buzz further.
So was it worth it? I guess? Like I said above--Tatiana is amazing and lovely. It was both an energetic and relaxing massage, honestly one of the most unique massage experiences I've ever had, in a good way. But I don't think I can endure another booking experience like this. I know businesses are trying to cut costs and an AI receptionist sounds like a great solution, but please consider the overall customer experience. Here's a low-cost idea: Display a whiteboard or post-it that says "Therapist name running late by x minutes. Thanks for your patience!" read more