Subject: Re: Urgent Follow Up Needed
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Thu, 26 Jan 2023 20:47:21 -0700 (MST)

Hi Deeksha, 

The agent did advise the customer about the consultation which is indeed wrong. Nowhere in training or training document we have advised about the consultation. He booked the customer with 60 min release signature facial and said the customer should come early to consult with the provider. The customer wanted to book Deluxe Hydra facial which is for 45 mins and way more costly than then regular facial. 

The agent should have called FD and checked with them if he was not sure or should have checked with me if he was not sure. But he decided to go with assumption and advise incorrectly. 

Also, throughout the call he was not proactive in providing information about hydrafacial and was dodging questions. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Sent: Friday, January 27, 2023 4:55:28 AM 
Subject: Fwd: Urgent Follow Up Needed 

Hi guys, 

Major complaint! What happened here? Who handled this? Need details please! 

Sent from my iPhone 

Begin forwarded message: 

From: Release Concierge <[email-masked]> 
Date: 27 January 2023 at 02:57:11 GMT+5:30 
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]> 
Subject: Urgent Follow Up Needed 

BQ_BEGIN

Hi Saurabh and Deeksha, 

It appears that there was a significant mistake made while by the Call Center when booking our guest: Erin Dinatale 

Erin had been expecting to receive a hydrafacial- Erin said that when she spoke to the Call Center and asked if she would be able to consult with the esthetician before the service to decide which type of hydrafacial that she would be getting that she could. 

Erin was led to believe that she booked an "hour consultation block of time" that would result in receiving the hydrafacial of her choice. 

We do not book slots for consultations as a service. The guest can ask questions at the time of a facial and upgrade accordingly, but there is a tremendous difference between a Release Signature Facial and a Hydrafacial. 

This misbooking caused a great amount of disruption in our guests' day and our staff's time. 

Facial services in general should be taken into consideration when booked with Bliss Packages or as Mini Days/ Days of Release. The Himalayan Salt Room is the only room that is recommended AFTER a facial. Additionally, after a Hydrafacial, it is extremely important that only the Himalayan Salt Room only be used, as the Steam Room, Spa Tub and Sun Sauna can result in burning of the skin. 

It appears that a new employee took care of this booking. Would you kindly look into this and let us know what happened and if you need any further support/training from us. 

Thank you for your prompt attention to this important issue. 
Krystyjana 

BQ_END