Spa and wellness bookings from the guest's phone

Spa and wellness bookings in a hotel rarely start at the spa. A guest sees a leaflet in the room, or remembers the sauna from the booking page, and calls reception to ask what’s on offer, what it costs and whether there’s a slot tomorrow at 17:00. The person at the desk reads the treatment list aloud, promises to check with the therapist, and writes the request on a pad. If the follow-up call happens, the guest may already be at dinner. If it doesn’t, the slot stays empty and the guest decides it wasn’t worth the effort.

The offer itself is usually fine. What gets in the way is that guests can’t see it properly from the room, and the request travels through two or three people before anyone with the schedule sees it.

Start by putting the offer where guests already look. When they scan the room QR, Avant opens on their own phone, and your treatments, wellness hours and any packages you run can sit under Our Services, next to the rest of their stay info. Describe each one the way a guest decides: what it is, how long it takes, the price, whether it needs advance notice, and who it suits. Keep the list in the CMS, so a new seasonal treatment or a changed sauna schedule shows up on every room QR at once, without reprinting a leaflet.

Then let the request go straight to the team. A guest who wants a massage tomorrow afternoon sends that from Avant, and it lands on the Porte Requests board with the room on the card. It doesn’t depend on someone at the desk remembering to call the spa between check-ins, and it stays visible until it’s handled.

A few habits keep it working:

• Say clearly that it’s a request. Unless you confirm instantly, tell guests in the service description that the team will confirm a time, and roughly how quickly. That sets the right expectation and avoids double bookings.
• Ask for what you need up front. A preferred time window, the number of people and anything the therapist should know before the treatment save a round of back-and-forth.
• Let one person own the cards. Whoever holds the spa schedule picks up wellness requests from the board, confirms or offers an alternative, and moves the card along so the next shift sees what’s agreed.
• Answer even when you’re full. “Tomorrow is booked, but we have 10:00 on Friday” keeps the guest interested. Silence loses the booking and the goodwill.

Payment stays the way you already handle it, whether that’s a room charge or settling at the spa. What changes is that guests see the full offer in the room and ask in one tap, and the request reaches the person who can actually say yes.

Want to see how a wellness request moves from Avant to the Porte board? Contact us or write to support@concierge-avant.si.