Spa and massage booking by phone: packages, gift certificates and how to book
Sado AI team · · 5 min read
In short
Ask three things when someone calls to book a massage or spa: which massage and how long, a female or male therapist, and when. If their health has changed (pregnancy, an injury, blood pressure), they should tell the therapist, and check with a doctor if unsure. For packages, say how many sessions are left on every call. For a gift certificate, note who it’s for, which service and how to hand it over; payment isn’t taken by phone. An AI voice operator can take these calls too.
What to ask when booking a massage
- Service: classic, sports or anti-cellulite massage, a spa programme, hammam. If they’re unsure, ask the goal, “To relax or to ease tiredness?”, and suggest two options.
- Length: 30, 60 or 90 minutes. Quote the price by length too.
- Therapist: many clients say up front whether they want a woman or a man. If not, ask.
- Health: “Is there anything the therapist should know: pregnancy, an injury, blood pressure?” Don’t diagnose or advise; if in doubt, suggest they talk to a doctor.
- Time: two concrete options, plus “please come 15 minutes early to change”.
- Name and phone. For a couple, note the second guest’s name and which massage they want.
Packages: keeping count of sessions
A package, such as a course of 10 massages, ties a client to you for weeks. That’s where mix-ups happen: the client says “I had three sessions left”, the card says two.
- Keep each package in one place: who, which service, how many sessions, valid until when, how many used.
- Say what’s left on every booking: “Today is session five, five more to go.”
- Book the next session in the same call or right after a session: if the gap grows, clients drop the course.
- Call package holders before it expires: “Your package runs until the end of the month, two sessions left.”
Gift certificates: what to note on the phone
Certificates are usually bought for someone else: a birthday, 8 March, an anniversary. Note five things:
- Who it’s for and who it’s from: the name to print on it.
- What: a specific service (for example, a 90-minute spa programme) or an amount.
- When it’s needed and how it’s handed over: collected at the salon or sent as an electronic copy.
- How long it’s valid: say so at once, for example three months.
- Payment: the receptionist explains how, at the salon or by an official method the salon accepts. Card numbers and SMS codes are never asked on the phone.
When someone books with a certificate, ask its number and mark it used, so one certificate can’t be used twice.
A sample call
Sado: Assalomu alaykum, Sokin spa, this is Malika. How can I help?
Caller: I’d like a certificate for my mother’s birthday. For a massage.
Sado: Lovely present. There’s a 60-minute classic massage or a 90-minute spa programme. Which would you like?
Caller: The spa programme. How long is it valid?
Sado: Three months. Whose name shall we put on it?
Caller: Gulnora Karimova. Can I pick it up on Friday?
Sado: Yes, I’ve noted it. You pay at the salon when you collect it. The receptionist will call you today to confirm the time.
State the cancellation rule up front
A massage is long: the room and therapist are booked for an hour or more. Give the rule when booking. For example: cancel at least six hours ahead; if you’re 15 minutes late, the session still ends on time. Call with a reminder the day before; if they can’t come, move the booking and offer the freed time to someone else.
Handing the calls to an AI operator
At a spa the receptionist is often greeting a guest or preparing a room while the phone rings. Sado’s AI operator for beauty salons answers every call, at night too: it asks the service, length, therapist and time, books the client, and gives prices and package terms from your facts. For certificates it notes all the details and the receptionist does the rest.
If a client wants a person, your rule transfers the call to a staff member. The operator answers in the caller’s language, Uzbek or Russian, and every call’s recording and transcript are in the portal. More: AI operator for incoming calls. Try it live or call 78 778 01 23.
Questions
Does the AI operator take payment for certificates?
No. It notes who the certificate is for, which service and when it’s needed; the receptionist takes payment by the salon’s rules. Card numbers and SMS codes are never asked on the phone.
What if a client asks whether massage is safe for them?
Don’t answer that on the phone: it’s for a doctor. Note what the client said for the therapist. You give the AI operator the same rule.
How do you book a couples massage?
You need two therapists and one room free at the same time. Ask both guests’ names and which massage each wants.