Native Dream Day Spa

Owners Statement:
We are deeply sorry about the confusion the online booking/ billing has caused. When this event
occurred we had a new manager on shift, and this was her first day running the spa alone. She was
unaware that the Online Service Provider does not, in fact, charge...

or bill clients. We do not have a
contract with this company to process credit cards, and we have no access to clients credit card
information when they secure an appointment online. This company who operates our online booking
retains a card number to secure an appointment, but it has no way of billing the client for services, nor
can they bill for cancelations. In summary, online booking does not charge or bill any client.
 In this case, our client was not even billed, and I had to contact the client to secure payment when I
realized the client had not physically presented a form of payment. When contacted , the client agreed
they had not seen any charges appear on their credit card billing statement. I reviewed the charges with
her, and because of the confusion, and miscommunication on our end, I gave the client a discount and we
agreed upon a set amount the client was happy with. The client was very happy with the services, and I
agreed to honor a 10% discount on all future services for this client as a good will intent to demonstrate this
is not how the company operates. I have reviewed this with our new manager and the entire staff is aware
of the online booking system as well. I believe this will resolve any future confusion.
[redacted]

Review: Native Dreams provides a much needed service to the [redacted] but I have one complaint. Their online booking system is flawed in that it provides an ambiguous impression of billing and collection services. It states that the card is used to hold the booking only. Being the primary card holder I was never called to confirm the cost or authorize final payment and I was NOT informed of the tip that was a wopping $30 it was assumed that I would pay it. NO where on line in the booking section was an opportunity to choose or offer a tip. The first booking I tried I never completed the credit card section for holding the appointment. After thinking through what I needed, I booked one Basic and one Moroccan pedicure for my parents and only then completed final booking and credit card info to hold the appointment. I called later before the time of the appointment to confirm the one basic and one Moroccan pedicure to be sure that was all that I was willing to pay for at that time. I was still not asked after services rendered to confirm the total price or authorization of which card it would be billed. I had to go there the next day to get my receipt and found that I had been over charged. They refunded the extra but the TIP was a total surprise. Care needs to be taken to not assume the client is happy to be charged and not notice. The web booking site needs to include authorization and billing information which is not there. This makes me feel that I have been taken advantage of by the owner. The services are quality and care for my parents awesome but a careless billing and collection methods is a mark against this business.Desired Settlement: FIX THE PROBLEM and earn my trust again!

Business

Response:

Owners Statement:

We are deeply sorry about the confusion the online booking/ billing has caused. When this event

occurred we had a new manager on shift, and this was her first day running the spa alone. She was

unaware that the Online Service Provider does not, in fact, charge or bill clients. We do not have a

contract with this company to process credit cards, and we have no access to clients credit card

information when they secure an appointment online. This company who operates our online booking

retains a card number to secure an appointment, but it has no way of billing the client for services, nor

can they bill for cancelations. In summary, online booking does not charge or bill any client.

In this case, our client was not even billed, and I had to contact the client to secure payment when I

realized the client had not physically presented a form of payment. When contacted , the client agreed

they had not seen any charges appear on their credit card billing statement. I reviewed the charges with

her, and because of the confusion, and miscommunication on our end, I gave the client a discount and we

agreed upon a set amount the client was happy with. The client was very happy with the services, and I

agreed to honor a 10% discount on all future services for this client as a good will intent to demonstrate this

is not how the company operates. I have reviewed this with our new manager and the entire staff is aware

of the online booking system as well. I believe this will resolve any future confusion.