Pulse August / September 2023 | Page 20

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and they ’ ve always been respectful .”

Rob notes his guests use cellphones and iPads to scroll social media in areas where device usage is permitted . He sees his spa tagged on social media posts as guests enjoy some of the facility ’ s open areas — such as “ a picture of our guest ’ s ‘ spa feet ’ in front of the fire ” in a lounge area . In private areas of the spa ,“ we have a strict policy about taking pictures ,” he notes . Fortunately ,“ our guests are very respectful of other people ’ s privacy .”

GUESTS ’ RESPONSE So , how do spa customers feel about policies that limit their use of personal devices ?

“ Many guests arrive to the spa without electronics and recognize the impact of disconnecting has on their overall relaxation and restoration ,” Christina relates . She adds that , while spa visitors mention they like the reminder to disengage during their spa time , she sees a shift occuring . “ Our guests generally appreciate this ; however , with the world turning digital , we have seen an increase in guests keeping devices on their person .”

At Stillwater Spa ,“ so far , the guests have been very understanding ,” Kerry says .“ Most are happy to have some time when they can put their phone on silent and relax .” Darcie praises her spa ’ s guests , saying the “ clientele has a culture of respectful use of technology ” that has resulted in “ no complaints in the year-and-a-half the spa has been open .” She also reiterates the value of openness in spa policies : “ Part is our approach of how we book guests and what we tell them when they check in ,” she says . And at Wine & Roses , Rob believes current policies are well-received . “ We have not lost any clients due to our policy ,” he shares . “ In fact , we have clients thank us for allowing them to escape from their hectic lives . They appreciate the detachment our spa experience provides them . The best part of our policy is to see our guests asleep in our tranquility room after a massage !” n

UNHAPPY CLIENTS

When spa guests disagree with device policies

ALL FOUR SPA DIRECTORS who discussed their spas ’ “ digital disconnection ” policies have experienced largely positive guest responses . Two of the spa leaders recall incidents from other spas , however , when guests ’ reactions to device limitations were disrespectful or even hostile .

“ At one of the spa properties I managed previously we had a strict ‘ no phone ’ policy ,” Kerry Werner remembers . “ Unfortunately , we had to relax that policy as members of the spa team were verbally abused often — and sometimes even threatened with physical harm — by guests who wanted to use their phones . People have become so attached to their devices that there are those who cannot be ‘ offline ’ and relax .”

Darcie has observed similar outrage from guests at other spas . “ I ’ ve seen spas where there ’ s a cellphone box and they lock phones up ,” she recalls . “ Sometimes the reactions are surprising . People who get angry can become mean .”

FEATURED VOICES

— KERRY WERNER

18 PULSE n AUGUST / SEPTEMBER 2023