Hello Edna,

Thank you for your visiting and sorry for the unpleasant experience.

We are sorry that you had shorter treatment time due to our late arrival. As we checked with Treatwell, we did not received any reschedule notification. Therefore without notice and show up late would be really challenging for our schedule planing. Neither can we reschedule or delay the later on customers in such short notice. All Treatwell orders we have no rights to modify it according to Treatwell regulations. We really appreciate customers come on time, if things happens, at least a call will be really thankful. Then we can prepare the later on customers in more professional way. Without notification and show up late, we really have no choice but cut your own treatment time.

Again we apologize for any inconvenience. Wish you all the best!

Kind regards,
Glowwell

Hi Sophie,

Sorry to know our service did not meet your expectation. We try to reach you by call but your phone call was not reachable. Here is our reply on your complain.

Your appointment was last mins booked on Treatwell. You arrived 10mins earlier than your appointment, our team serve your welcome drink and wait you choose your oil. After you picked your oil we brought you into room. There was no rush service at all and if you want more time to get ready we are happy to assist.

You booked Streezone Therapeutic massage 30mins, which started very clear on Treatwell page that “ This is medium till intensive treatment .” During massage therapist asked you twice if pressure was good. You responded too strong. So therapist adjusted accordingly for you. Due to the skin condition on your back, ( seems like allergies or eczema ）therapist did not use much oil in order to not irritate skin. Maybe less oil on skin made the treatment less relax. We apologize for that. And our therapists never allow to have long nails at work. We understand you might had misunderstanding about the treatment and we apologize for not immediately get your point of you actually want a soft relax massage.

After the treatment, you came into lobby and told your therapist you think she did shorter treatment time. Therapist immediately tells you we have cameras in the lobby and in hallway to monitor all therapists finish time. If you wish we can ask manager pull out the camera recording for you. Then you did not insist to do that. Again we sorry for bad experience but we did not stolen your time.

About the “therapist really sick” complain. We never let sick therapist get on work. Now is really seriously hooikoorts season, everyone in Netherlands are more or less suffering from the hooikoorts. Therapist just had bit nose blocked. Don’t worry that is really not contagious. We will be more aware of this and make sure we deliver our health situation more clear to customers.

Again, sorry for the experience! And if you want you are always welcome to reach us with more complains.

Kind regards,
Glowwell team