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Lidiya L
Extremely disappointing customer experience.
Infinity Spa的点评
点评：⭐☆☆☆☆
Extremely disappointing customer experience.
I received vouchers for a couples massage and spa treatment as a birthday gift from close friends. What should have been a thoughtful and enjoyable experience turned into a frustrating exercise in bureaucracy and inflexibility.
I tried to make a reservation early on, but was told that I could not book without providing the exact voucher numbers. The problem was that I did not yet physically have the vouchers, as they were given to me some time after my birthday. It is difficult to understand why vouchers are not personalised, yet bookings cannot be made without the precise voucher number. This alone creates unnecessary friction and a disappointing customer journey.
Even more disappointing was the exceptionally short validity period. I did not consider a spa visit during the summer months appropriate or appealing, and when I finally requested a simple two-week extension, my request was refused outright.
What I find most frustrating is the complete lack of customer focus behind this decision. For the sake of two weeks, Infinity Spa chose to lose a customer who could very well have become a regular guest and advocate for the business. The cost of showing a small gesture of goodwill was negligible, yet the impact on the customer relationship is enormous.
My friends spent their money to give me a memorable experience. Instead, the vouchers have become a source of frustration and disappointment. The message I received was clear: strict rules matter more than customer satisfaction, loyalty, or common sense.
For a business built around relaxation, wellbeing, and hospitality, this level of rigidity is particularly disappointing.
Sadly, this experience has left me with no desire to return, nor to recommend Infinity Spa to others.
Extremely disappointing customer experience.
I received vouchers for a couples massage and spa treatment as a birthday gift from close friends. What should have been a thoughtful and enjoyable experience turned into a frustrating exercise in bureaucracy and inflexibility.
I tried to make a reservation early on, but was told that I could not book without providing the exact voucher numbers. The problem was that I did not yet physically have the vouchers, as they were given to me some time after my birthday. It is difficult to understand why vouchers are not personalised, yet bookings cannot be made without the precise voucher number. This alone creates unnecessary friction and a disappointing customer journey.
Even more disappointing was the exceptionally short validity period. I did not consider a spa visit during the summer months appropriate or appealing, and when I finally requested a simple two-week extension, my request was refused outright.
What I find most frustrating is the complete lack of customer focus behind this decision. For the sake of two weeks, Infinity Spa chose to lose a customer who could very well have become a regular guest and advocate for the business. The cost of showing a small gesture of goodwill was negligible, yet the impact on the customer relationship is enormous.
My friends spent their money to give me a memorable experience. Instead, the vouchers have become a source of frustration and disappointment. The message I received was clear: strict rules matter more than customer satisfaction, loyalty, or common sense.
For a business built around relaxation, wellbeing, and hospitality, this level of rigidity is particularly disappointing.
Sadly, this experience has left me with no desire to return, nor to recommend Infinity Spa to others.
翻译：⭐☆☆☆☆
极其糟糕的顾客体验。
我收到了挚友们送的生日礼物——一对情侣按摩及水疗服务券。本应是一段贴心又愉快的体验，结果却变成了一场充满官僚作风与死板规定的烦心过程。
我早早尝试预约，却被告知必须提供具体的券码才能预订。问题在于，我当时还未实际拿到那些券。这些礼券是在我生日过后一段时间才发给我的。很难理解为什么礼券没有个性化处理，但没有准确的礼券编号又无法进行预订。这一点就造成了不必要的麻烦，也让整个消费体验大打折扣。
更令人失望的是礼券的有效期实在太短。我觉得在夏季去水疗中心并不合适，也缺乏吸引力；后来我试着申请将有效期延长两周，结果……我的请求被直接拒绝了。
最让我沮丧的是，这一决定完全忽视了客户的需求。仅仅为了两周的时间，Infinity Spa就选择失去一位本有可能成为常客并主动为店铺宣传的顾客。付出一点点善意举措的成本其实微乎其微，但对客户关系产生的影响却是巨大的。
我的朋友们花钱是为了让我拥有一次难忘的体验。然而事与愿违。这些代金券反倒成了令人沮丧和失望的源头。我所感受到的信息很明确：严格的规则比顾客的满意度、忠诚度以及常识都更为重要。
对于一家以放松身心、健康生活和优质服务为宗旨的企业而言，这种刻板僵化的做法实在令人失望。
遗憾的是，这次经历让我彻底打消了再次光临的念头，也再也不想向他人推荐Infinity Spa了。
极其糟糕的顾客体验。
我收到了挚友们送的生日礼物——一对情侣按摩及水疗服务券。本应是一段贴心又愉快的体验，结果却变成了一场充满官僚作风与死板规定的烦心过程。
我早早尝试预约，却被告知必须提供具体的券码才能预订。问题在于，我当时还未实际拿到那些券。这些礼券是在我生日过后一段时间才发给我的。很难理解为什么礼券没有个性化处理，但没有准确的礼券编号又无法进行预订。这一点就造成了不必要的麻烦，也让整个消费体验大打折扣。
更令人失望的是礼券的有效期实在太短。我觉得在夏季去水疗中心并不合适，也缺乏吸引力；后来我试着申请将有效期延长两周，结果……我的请求被直接拒绝了。
最让我沮丧的是，这一决定完全忽视了客户的需求。仅仅为了两周的时间，Infinity Spa就选择失去一位本有可能成为常客并主动为店铺宣传的顾客。付出一点点善意举措的成本其实微乎其微，但对客户关系产生的影响却是巨大的。
我的朋友们花钱是为了让我拥有一次难忘的体验。然而事与愿违。这些代金券反倒成了令人沮丧和失望的源头。我所感受到的信息很明确：严格的规则比顾客的满意度、忠诚度以及常识都更为重要。
对于一家以放松身心、健康生活和优质服务为宗旨的企业而言，这种刻板僵化的做法实在令人失望。
遗憾的是，这次经历让我彻底打消了再次光临的念头，也再也不想向他人推荐Infinity Spa了。
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