SNAPSHOT SURVEY

BY RYAN O ’ GARA

SINCE THE COVID-19 PANDEMIC BEGAN , ISPA ’ s Snapshot Surveys have been tracking the spa industry ’ s response . While reopening times varied across the country , the majority of spas had reopened by the time of July ’ s survey , offering respondents a chance to share their experiences . This survey , featuring 185 respondents , was only open to spas that had reopened and were accepting guests .

Of the 12 PERCENT of spas that had a case of COVID-19 since reopening , 71 PERCENT did not have to close as a result . About

73 PERCENT of spas said that they did not have to refuse service to a guest because of COVID-19 policies . Of the spas that did have to refuse service to a guest , 73 PERCENT said it was because the guest refused to wear a facial covering .

Occupancy levels remain much lower than pre-pandemic levels as 68 PERCENT of spas had a maximum occupancy level of 55 PERCENT or less .

guests safe , some spas have had to turn away customers who did not meet the requirements . The most common reason was the guests refusal to wear a face mask or comply with sanitation guidelines ( 73 percent ), followed by guest responses on an intake form or health questionnaire ( 41 percent ) and guest presenting with or noting potential COVID symptoms on site ( 23 percent ).

Spas were asked what tips or recommendations they had in relation to refusing services to a guest . Here is a sampling of their responses :

l “ STAND FIRM , otherwise it sends a very bad message .”

l

l

“ EMPHASIZE SAFETY reasons for all employees and all clients as to why we have to refuse service .”

“ As long as you are confident in your questions , STAND YOUR GROUND AND THE VERBIAGE YOU USE , for example : ‘ I hope you understand , considering recent events we have to protect our existing clientele , as well as our staff .’”

58 PULSE ^■ OCTOBER 2020