One place where the adage “If you can’t say anything nice, don’t say anything at all” definitely does not apply is a new luxury hotel spa.
I figure that a lot of Japanese customers don’t like to complain and a lot of people will just not come back and never say why. I could cancel our reservation there in two weeks and be done with Aman Tokyo. That’s the easy way out.
Well-run spas should welcome guests asking for spa brochure materials. They should also welcome constructive complaints. I know Shangri-la has always thanked me for speaking up and asking for feedback at the end of treatments. Grand Hyatt Seoul and JW Marriott Dongdaemun provides feedback cards. And the best way to help them — and yourself, when you’re sitting there with a badly done facial — is to speak up right away.
That’s why I’m putting this out here because Aman Tokyo’s spa reception staff really needs to learn to reply to guests. Not sure if being a non-hotel guest plays into it but 9 days and counting for a piece of spa literature is too much. Non hotel guests should be treated well too because if they’re impressed enough — they’ll become your guests. Hotelier 101.
It seems like they just wanted to take my reservation and then were done with me.
Say it ain’t so Ms. Kiyono and Aman Tokyo?!