Gua Sha - Facial

Go Wabi User 发帖 3 天前

Thank you very much for choosing and visiting Heart N Soul Massage. ​First and foremost, we sincerely apologize for the miscommunication and any misunderstanding that occurred during your visit. ​You originally booked a 3-hour package, which includes a steam session, body scrub, and gold hot oil massage. However, upon your arrival, you opted out of the steam session. (For reference, the regular price for the body scrub and gold hot oil massage combined is 1,600 THB, and you purchased it at a discounted price of 1,498 THB through GoWabi.) ​Before the session began, we informed you that the total duration of the package was 3 hours. However, you requested to shorten the service to 2 hours. Following your request, we instructed our therapist to adjust the schedule to 2 hours. ​When you inquired after the treatment why it didn't last longer, we tried to explain that it was based on our agreement before you entered the room. During this conversation, we sincerely apologized multiple times and offered complimentary additional massage services to make up for any disappointment. As you preferred a refund instead, we respected your wish and promptly refunded 500 THB on the spot. ​Regarding your comment about our service, our staff tried their best to assist you with a polite smile. However, when you asked via your phone, "Why are you smiling?" we worried that we might have made you uncomfortable. Therefore, we were deeply saddened to read in your review that we did not apologize or smile, as we truly tried our best to resolve the matter with kindness. ​Nevertheless, we deeply regret that poor communication led to this misunderstanding. We will take this as an opportunity to improve our communication and service to prevent such issues in the future. We kindly ask for your generous understanding. ​Thank you. ​Sincerely, Heart N Soul Massage