Endota Spa Canberra (Permanently Closed)

Fantastic team and great service. Super clean and great attention to detail. Wouldn't go anywhere else and I have been going for 8 years! Urchana and Rupal are just fabulous and Diane has become a friend. Can't recommend highly enough.

A glorious treatment soured by a particularly cranky customer service person who couldn't have tried harder to make me feel awful at the end of my visit. Such a shame when the rest of the staff are clearly working very hard to deliver the best experience possible: my therapist was wonderful and did everything right. The whole ambience of the place is splendid. Despite all this, Endota needs to seriously look at their front counter staff (again, one in particular), as the poor customer service and sheer rudeness I encountered is enough to warrant my lack of recommendation for this otherwise excellent service.
Additionally, an SMS confirmation service would really benefit both the company and clients. Making an appointment two days before the treatment, only to play phone tag with the receptionist during my hours of work the very next day, was unnecessary and frustrating.

I have been here twice and on both occasions the therapists were amazing.

However, I would strongly suggest that Endota improve their front desk customer service. Here’s why.

From my first encounter over the phone I have found the receptionist incredibly difficult. It is hard to make appointments (even a month in advance) and I find her manner unpleasant and off putting. For my last appointment, I confirmed via SMS the day before and when I turned up at the time given and I was told the therapist was not available. When I explained that I had been given the wrong time the receptionist was very rude. No apologies. Nothing. She was so rude I would never come to this place again.

I am strong believer in providing constructive feedback. Especially to small businesses.

First, I would suggest that Endota improve their front desk customer service. Customers should not be made to feel like an inconvenience when making appointments. Second, I would suggest that they use a SMS confirmation system that specifies appointment times to eliminate receptionist error and to make sure paying customers are correctly informed and not left disappointed.