Spa Services Upsale?

[NCHolbrook]

Hi there, we cruised last year and made our couples massage apt prior to boarding. Unfortunately my husband had never had a treatment and I had NEVER had any experience similar to it anywhere.

The treatment was good, but not amazing, however the view was incredible.

It was not until I recently went to the Aulani Spa that I had a revelation that the experience on the Dream last year was NOT normal.

On the dream, we were much more rushed and the upsale of products was RIDICULOUS! At the end of my massage the last thing I want is to get all stressed about buying products that they made it sound like I could not live without... my husband purchased not really thinking about it and of course... we still have them pretty much unused at home.

So in planning for our next trip on the Fantasy I am wondering if people can tell me two things; 1. Is this upsale normal? and 2. Can services be booked onboard? the only days we wanted to have treatments seem to already be booked so I was wondering if they really are completely sold out or if some apts are reserved for guest once they board?

Thanks in advance!

 

[sambycat]

Your experience is very common. I'm super disappointed by the spa services onboard for that reason and after 3 tries, I don't bother booking things like that there anymore. People have had success stating or writing on the info card at the beginning of the appointment "please no up selling" or something like that but I personally find that ridiculous and don't bother. I let myself feel "forced" into buying something ridiculous from them in the past and my sweet husband went and returned it for me! Ha!

There are appointments available onboard, usually a service of the day type deal so there are appointments available. I would imagine the super long couples type things are not available but you can book services onboard. Good luck!

 

[NCHolbrook]

Your experience is very common. I'm super disappointed by the spa services onboard for that reason and after 3 tries, I don't bother booking things like that there anymore. People have had success stating or writing on the info card at the beginning of the appointment "please no up selling" or something like that but I personally find that ridiculous and don't bother. I let myself feel "forced" into buying something ridiculous from them in the past and my sweet husband went and returned it for me! Ha!

There are appointments available onboard, usually a service of the day type deal so there are appointments available. I would imagine the super long couples type things are not available but you can book services onboard. Good luck!

Thank you for the info.. I was really hoping it was a fluke! We made the apt just to have one but I might change it and roll the dice on getting it since this is common... not sure if I want to bother with it. Kind of unfortunate but good to know ahead!

 

[Iamaplanner]

I totally agree with you - the upsale is out of control. I had a hot stone massage and she tried to sell me some product to ease tension in my muscles. I don't think she even used that product during the massage. I was just a firm (but polite) no.

 

[NEM]

It was my only negative comment while on board the Fantasy this month. The upsell of products and trying to talk me into a more expensive facial (+40) instead of what I had booked left such a bad taste. Not cool. Everything is already premium priced. And if I am interested in a product I can ask, but the facialist gave me a list of 10 products to buy that easily totaled over $1,000!!!!! It was crazy. I had 3 services pedi, massage & facial...and each service had the same experience, but the nail lady was the least pushy and it was her that had a product I actually bought because I wanted to!

 

[C6PT7]

I think the best approach if upselling is going to cause you to feel uncomfortable is to at the beginning of your treatment clearly say to them that you are only interested in the treatment and no other products. That it will make you uncomfortable if they do try to encourage you to buy anything.
End off. If they still persist, remove the autograt and make a formal complaint. It is a shame that all cruise lines feel the need to place a barrier between them and the pax when it comes to services such as the spa and photog for liability reasons, but that is the world we live in.

 

[closetmickey]

And I also don't appreciate that it seems to cut into the treatment time! Last time I went ahead and wrote on the pre-service form that I was not interested in purchasing ANYTHING. It worked.

 

[sambycat]

and i am one of those people who are freaked out just to say that! that's why i've just written that whole area off, although i would be a person to use services otherwise.

 

[C6PT7]

Could you speak to someone on the phone about your wishes and ask them to convey them to the spa person?

It would be a such a shame for you to miss out on treatments if you want them for fear of being pressured into buying something

 

[DisneyWishes14]

Yes, unfortunately the upsale always happens. You just have to be firm and say no. I had a massage on the Magic a few weeks ago and the CM was trying to sell me all kinds of stuff. I kept saying no and she finally said, ok, what would you like to buy? Um, nothing! I got a facial too (which I will never do again on DCL, but that's another story) and got the same up sale. I actually will probably never book a spa treatment on a cruise again (this happen on other ships as well. Steiner runs these spas for DCL and other cruise lines and this is part of their treatment spiel). I really just want a relaxing treatment and not be harassed afterward. BTW, my DH has done the same thing - we have so many Elemis products that we will never use. It's such a waste.

 

[C6PT7]

Make a formal complaint with guest services on the ship! And ask for formal written confirmation of the complaint.
They need to know this forced sales pitch is making people uncomfortable so they can report back to the company that runs the spa for them and they can tell their people to ease off.

 

[gzmtlock]

I got the sales pitch on my first cruise, because I didn't know it was coming. Ever since then, I simply write "not interested in buying any products" on the form they have us complete. And not once has anyone tried to sell me anything.

Having been in direct sales for a brief period, I figure the spa staff actually appreciate the honesty. If I'm not going to buy anything, they don't have to pitch it. And most of them don't go into spa work to be sales people! I figure (and yes, it's an assumption) most of them actually find it the most unliked part of their jobs. So I'm doing them a favor!

 

[MunFam]

I wrote the "I do not want to buy any products, the medical history information I provided was strictly for medical/legal purposes". I still got a 20 minute upsell pitch...and whats worse...for whatever reason, there were a ton of cast members staying in the inside rooms on our floor so I kept running in to her in the hallway and for a week and a half she kept asking me if I had given it any more thought about buying something. One of the products was a $100.oo bath soak (one time use!!!) Are you kidding me?!?! That irritated me so bad. I will not use the spa services on a Disney Cruise again...even if it is the special of the day. --May 2015

 

[MouseinMelbourne]

What if we wrote on the pre-service form, "Therapy services only, no sales or upselling accepted. Gratuity will reflect how well this is honored."

Rude? Maybe. But it may help. I also had to deal with upselling on our last cruise and was called twice in the cabin to see if I'd changed my mind. It was my first spa treatment, so I wasn't prepared.

 

[diznymom]

How do you lower the automatic 18% gratuity? I've seen where you can add to it, but never figured out how to lower it.

 

[gzmtlock]

What if we wrote on the pre-service form, "Therapy services only, no sales or upselling accepted. Gratuity will reflect how well this is honored."

Rude? Maybe. But it may help. I also had to deal with upselling on our last cruise and was called twice in the cabin to see if I'd changed my mind. It was my first spa treatment, so I wasn't prepared.

Called twice in your cabin? Wow, that's new. And super unacceptable. With sales techniques this aggressive, I would definitely be complaining to DCL. As a PP said, if enough people do this, DCL will ask the contract company to back off.

 

[sdjen]

I have a spa villa for one booked for our Alaska cruise next week. But, I scheduled it for our last day so they hopefully won't call me! I would be very upset if they are that aggressive with me.

But I've done 3 cruises and done a spa service at least once on each. They have tried to sell me the products but haven't been that pushy about it. I'm sure they have some sort of quota they are supposed to meet.

 

[Gigi22]

I just give the person trying to upsell me a very firm look and tell them that the only way my DH agreed to pay for their service was conditional on my not purchasing any products. A total fib, but if they can try to sell me stuff, I can fib!

 

[C6PT7]

How do you lower the automatic 18% gratuity? I've seen where you can add to it, but never figured out how to lower it.

Easy. refuse to sign the slip and ask to speak to manager to explain why you are refusing to pay the tip portion of the charge based upon the service you have recieved!
If you have a valid complaint, they will deduct that portion.
That is only for services not rendered or very poor service and would not happen just because you wish to not pay the auto grat.

 

[diznymom]

Easy. refuse to sign the slip and ask to speak to manager to explain why you are refusing to pay the tip portion of the charge based upon the service you have recieved!
If you have a valid complaint, they will deduct that portion.
That is only for services not rendered or very poor service and would not happen just because you wish to not pay the auto grat.

I understand that they charge the 18% even for Rainforest Room passes and such. I don't have a problem with tipping for massages received.