Subject: Booking Rooms and Disabled Guests
From: Rebecca Dybala <[email-masked]>
To: saurabh <[email-masked]>, Pritish Nandi <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 6 Feb 2023 09:24:54 -0500

hi there,

I am reaching out in regards to our practice when booking guests and ensuring that our guests who cannot access stairs are accommodated.

This was not the fault of anyone at the call center or Release, but on Friday we had a guest who booked themselves online in one of the Nathan Fisher House rooms. She was someone who used a cane to walk and utilizing the stairs to get to her treatment room was very difficult and frustrating for her. I am following up with all members of the concierge, provider, and call center teams to mitigate this in the future. 

1: Can you please just remind the call center team when booking, that if they are booking someone in NFH rooms 4, 5, and 7, the duo suite, or the meditation room to ask the guest if they can access stairs since these rooms are up one flight of stairs. If they cannot, then they need to be booked in the sanctuary building and an alert put on their account.

2: Can we add this question to the confirmation calls? When the team calls guests, could they look to see what rooms they are in and if they are in one of those rooms, just remind them that their service is on the second floor and to let us know prior to their appointment if they require other accommodations

3: Saurabh this one is for you: Can we add language to the online booking platform, and to the future automated system that makes it very clear that those rooms are on the second floor and if the guest cannot access the stairs, that there is a way for them to communicate that to us? 

Thank you for your help with this! It is important that all guests feel safe and welcome when visiting Release. 

Rebecca Dybala
HR Manager
[email-masked]
508-986-2330 Ext. 105
201 Turnpike Rd Westborough, MA 01581
www.releasewellbeingcenter.com