Subject: Re: Appointment not cancelled!
From: Pritish Nandi <[email-masked]>
To: Release Concierge <[email-masked]>
Cc: release <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 16 Nov 2022 12:56:29 -0700 (MST)

Hi Team, 

Thank you for your email and please accept my apologies for the this misunderstanding. The customer left us a voicemail that they wanted to re-schedule the appointment they have had for today. 

The agent tried calling the customer back however, the customer was not reachable. So the agent left them a voicemail asking the customer to contact the frontdesk as they had a membership. We did not hear from the customer again and it seems that they never called the frontdesk as well. 

Could you advise what is the rescheduling procedure for members within 24 hours or outside 24 hours? Is this something booking team here can deal with or we need to send it to FD? Apologies if this is a repeated qustion. I just wanted to double check so that we do not have this confusion again. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Release Concierge" <[email-masked]>, "release" <[email-masked]> 
Sent: Thursday, November 17, 2022 12:51:23 AM 
Subject: Re: Appointment not cancelled! 

Hi, 

Pritish is investigating this right away and will revert as soon as possible. 

Thanks 

Regards, 
Deeksha 

From: Release Concierge <[email-masked]> 
Sent: Thursday, November 17, 2022 12:45 AM 
To: release <[email-masked]> 
Subject: Fwd: Appointment not cancelled! 
Hi Deeksha and Saurabh, 
Mara spoke with someone on your team (she thought name began with "Pr") 3 times Monday night starting around 5pm. She said she wanted to reschedule her appointment today (Nov 16) because she is sick. 
The appointment was not cancelled, and her rescheduled appointment was not made. 

I think there was confusion about protocol because she is a member. 

Please alert the team! Thanks, Kris