Subject: Re: Call Center Release - Samantha Masterson
From: erah austre <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Cc: Hannah Salut <[email-masked]>, Pravesh Singh <[email-masked]>, Arjun LSM AJ <[email-masked]>, release <[email-masked]>
Date: Wed, 23 Nov 2022 06:35:41 -0700 (MST)

Hi Deeksha, 

This is noted. 

Best, 

Erah 
LSM 

From: "Deeksha Dadu" <[email-masked]> 
To: "Hannah Salut" <[email-masked]>, "erah austre" <[email-masked]>, "Pravesh Singh" <[email-masked]>, "Pravesh Singh" <[email-masked]>, "Arjun LSM AJ" <[email-masked]>, "release" <[email-masked]> 
Sent: Wednesday, November 23, 2022 12:13:15 PM 
Subject: Fwd: Call Center Release - Samantha Masterson 

Hi guys, 

Please see the email below. 

Who made this booking? Moving forward, please be very very careful about these things and make sure that you proactively confirm the age. 

Regards, 
Deeksha 

Sent from my iPhone 

Begin forwarded message: 

From: Release Concierge <[email-masked]> 
Date: 23 November 2022 at 09:35:06 GMT+5:30 
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Hannah Salut <[email-masked]> 
Cc: Kris Waldman <[email-masked]>, Katarina Koh <[email-masked]>, Linda Townsend <[email-masked]> 
Subject: Fwd: Call Center Release - Samantha Masterson 

BQ_BEGIN

Hi Team, 

I am forwarding this email to you because the guests scheduled for these services were under 18 years old, and our Guest Services staff was not aware of this when the clients had entered our facility. 

Unfortunately, guests do not always complete their intake forms before coming in. This put our Guest Services team in a difficult position and we had to reach out to the parent/guardian to obtain the necessary liability signatures, as these clients were not old enough to sign these forms themselves. 

Going forward, it is critically important that we find out whether the guests that are being booked are 18 or older, or if they are in the 13 - 17 yr old category. 

If the guests are under 18, this must be clearly documented in the booking notes. 

When our team finds out that guests are under 18, it is vitally important to communicate to the booking party that the underage guests will not be granted services unless: 

1). The liability forms that are sent out via email are filled out by a parent/guardian 

2). Or the parent/guardian can choose to accompany the underage guests to the facility and fill out the forms in person 

3). Bliss related services will not be allowed without accompaniment of parent/guardian. It is our policy that guests between the ages of 13 and 17 must be accompanied by a parent or guardian in Bliss. Therefore, any complimentary Bliss time that comes with a service or any Mini Day/DOR packages would need parental/guardian accompaniment in the Bliss area. 

As a reminder from our website FAQs: 

Is there a minimum age for treatments? 
Spa Guests must be 13 years of age or older. Guests between the ages of 13 and 17 must have the written consent of a parent or guardian and they must be accompanied by a parent or guardian in Bliss. Guests between the ages of 13 and 17 may only be scheduled with female providers. 

Thank you for taking this matter seriously- please share with the entire team and confirm that everyone understands the above information: 

1) Confirm booking guests are 18 yrs or older. 
2) If guests are between 13-17 yrs inform booking guests of our policy in this case. 
3) Indicate if a guest is under 18 yrs old clearly in the appointment booking notes. 

Please reach out to us with any questions you may have. 

Gratefully, 
Krystyjana 

---------- Forwarded message --------- 
From: Samantha Masterson < [ mailto:[email-masked] | [email-masked] ] > 
Date: Sun, Oct 30, 2022 at 12:58 PM 
Subject: Call Center Release - Samantha Masterson 
To: < [ mailto:[email-masked] | [email-masked] ] > 

	Release Wellness - Call Center Contact Form 

	Customer's Name 	Samantha Masterson 
Customer's Phone Number 	(508) 561-1268 
Customers E-Mail Address 	[ mailto:[email-masked] | [email-masked] ] 
Message 	Hi, 

Samantha Masterson booked a DUO Massage package for her son William Masterson(same name as his dad) and her son's girlfriend Nora Gray on November 21st. 

I'd already processed the payment for herself and her husband William Masterson(same name as his son) when she informed me that these appointments were for her son and Nora. Can someone please modify the payment? Thank you so much 
Date of Appointment 	11-21-2022 
Agent's Name 	Hannah 	

		

BQ_END