Spa Ettiquete
[Booking an appointment.]
Phone call
To make a successful booking through a phone call, please provide us with your important basic details, your name, the time you want to book, Type of service (such as deep tissue or Hot stone, etc.), and we will confirm if the time you wanted to book is still available. And this is to prevent any walk-ins from grabbing your appointment. We will always try to get those essential details. Phone call history records, or any phrases like " I will be there soon", "I'm on my way now", or "I will call back later" are not considered bookings and will not guarantee a reservation upon arrival. We do not take phone calls outside our operating hours (6:45 pm-9:30 am) daily and on Public Holidays. Calls from private numbers were auto-rejected if your mobile number must stay with this setting, please send us a text message.
Text message.
Like phone calls, the customer wanting to book must provide us with the basic details we need to reserve a booking.
Anyone constantly texting or calling us, repeatedly asking for our prices and services and also availabilities, but never books an appointment will be blocked. Any weird text message such as "Hi" or "Hello" without any context, "Do you do massage?" Inquired for extra services despite repetitive notices on every page of this website. Anyone requesting a booking after hours or late at night will not be responded to and will be blocked.
-We will be suspicious of any client asking for the ages of our staff, and we may end up hanging up the call and blocking the caller's phone number. Red flag customer inquiry.
-Please abstain from lowballing or discount negotiations. Our prices are fair, and it is up to the consumer to go somewhere else cheaper, we are not forcing our prices on anyone.
Online bookings
We are using Gettimely services which is different from what most other Thai massage spas commonly use. We have chosen Getimely for being straightforward on plans and pricing without hidden charges and commission fees per customer's book. This software is commonly preferred by medical services providers or clinics on online bookings.
All customers wanting to book online must create an account with Getimely and be verified by two-step verification by entering the mobile number and getting the key code in a text message provided by the software. This is to ensure that you are booking the appointment and not anyone else using anyone's identity and to screen serious bookers from anyone playing around.
Please make sure to pay attention to the details of your booking. Pick carefully the time and date you want to book and if you prefer any massage therapist.
Khunchai Thai Massage and its staff cannot be responsible for any mistake of anyone booking online such as arriving on the wrong appointment date or having no availability upon arrival due to mistakenly booking another day or time plus travel time and expenses.
[Walking in]
Walk in customers are welcome when there are available spots or time slots upon their visit.
A first-time walk-in customer cannot demand to see all our therapists working and choose. We do not do this as we are not a dubious massage place that operates like brothels where they would show all their masseuse to a walk-in customer to choose from. We believe that brothels do this and it's a big NO for us to do the same. We have a system and we assign the therapist for walk-ins.
Please do not use our car park as a reference for how busy or free we are. A significant percentage of our repeat clients are our neighbors here in the Glendene area and do not use cars unless raining. There are also clients who use the Auckland bus services.
- 50% deposit will be required if anyone walks in and books an appointment at the same day in a later time.
For safety reasons. We will decline or deny service straight away if the walking-in customer inquires about extra services regardless if the customer is just mere asking or seriously looking for extra services. We do not serve male walk-ins from 6:00 pm
- Please walk straight to our door or seek any of our team members to inquire, We will be suspicious of anyone exploring our place without a purpose or any random reasons not related to our services due to rising crime rates.
[Sales people / Solicitors / Religious peddlers]
* An unexpected visitor (non-customer) is often just interrupting us.
- Please no sales agents, or utility company agents to convince us to switch companies and also please no eftpos company agents. We are not switching companies or registering to any programs or software.
- Please no religious proselytizing. Lets respect our differences in faith.
- Network marketers wanting to invite any of our staff to be members or demonstrate any of their company products such as health supplement products ARE NOT WELCOME .
*To any Sales agents / Network marketers, Religious preachers, or Fundraising solicitors, Please do not come to interrupt our workplace.
"boss is not here", Thank you.
[Arriving]
At least 10 to 5 minutes before the appointment time
Ideally, 5 minutes before your booked appointment time. Please don't come too early as our staff may not be ready to serve you, and other clients are not done with their appointment yet. And there may be no available parking slots. If arriving early, Please be patient to wait, Do not expect that we are ready to serve as soon as anyone comes as we have to re-set up and tidy up our rooms. However, we can start the session straight away if we are not busy.
Arriving late
Sometimes incidents beyond our control happen, slow traffic along the way, emergencies and more. But please let us know if you are going to be late on your appointment. We will try our best to accommodate you.
Arriving late may shorten your session time if there is a next client after your appointment. We cannot make the next other client wait when they arrive on time and we will not shoulder the loss of our productive time so the price will stay the same at reduced duration time. A late arrival can still have the full duration of your booked session. If there is no client on queue behind their appointment.
A booking will be considered cancelled if a client does not arrive or arrives after 15 minutes late without notifying us.
[Cancellations / short notice re schedule and No Show's]
Please give us 24-12 hour notice for any cancellations. So we can able to book another client. If 24-12 hours cancellation notice was not given, We are going to charge 50% of the treatment fee. If a client does not show up, We will add a 100% penalty fee for the booked appointment.
A no-show client won't be re-booked (even with a voucher) until the penalties are paid. Please note: Cancelling an appointment online afterhours will not count, the time is counted from 9:30am to the time of appointment.
Emergencies or accidents are often used as an excuse whenever we follow up on why the client did not attend their booking without notice, "family emergencies" or any accidents will not be accepted if the client called to cancel past few minutes or too close to their appointment time, unless the client provides proof.
Cancelling when sick: We expect the client to call us to cancel their appointment as early as possible before 12:00pm in noon time when they do not feel well for the day, Not in 1 hour or less before their appointment time from noon time till evening. This incident most often happens during long weekends when the client probably has changed plans using sickness as a cover to cancel their appointment on short notice. We will still add the client to our do not re-book list.
Short notice cancellations/re-scheduling and No shows have an impact to us and clients who want to book us. We have to enforce our cancellation policy and we hope everyone understands our need to do so. Other people's & Our therapists' time are also important like yours.
( Effective from 1st of February 2021. ) Click here for full No Show & Short Notice canceling/ re-scheduling policies
[Pricing]
Khunchai Thai Massage does not pay attention to the cheaper pricing promotions, any add-on and gimmicks of other massage spas nearby: just plain and straightforward prices and services, No small prints.
No Discounts. Please do not ask for discounts, as refusal may offend.
Also, there are no special pricing or discounts on senior citizens 65 and up. We do not get compensated by the government or any organization for giving monetary discounts to senior citizens. However, we recommend our elderlies apply for any financial benefits from Work and Income or the Ministry of Social Development to have a budget for other daily expenses if they think they qualify.
The prices for our services are reasonable. Our pricing and other Thai massage spas around Henderson area have good reasonable prices compared to Thai massage spas located around central Auckland, North Shore and South Auckland. We are not the most affordable, but not expensive in regards for massage pricing. ( Just the right price, straightforward and No small prints, no * punctuation marks on our ads)
[Tipping]
Tip or any gifts in any kind is not required or necessary for any of our customers to give to any of our staff but highly appreciated. All of our team members thinks that tips from customers are all given with "no strings attached" and the clients giving tips will not expect anything in return such as longer duration on next visits, exemptions for any short notice cancelations/re-scheduling and no shows, or anything.
Cold cash tips from the customer can be given straight away to the staff provided the service. Tips that given through electronic payments like added in Eftpos payments will incur income tax and will be given to them on their payday and documented on their pay slip. The staff receiving the tip should cover the income tax, not the company where they work for. We cannot cash out to the customer/tipper for them to pass to our staff as we have restricted minimum cash reserve for security purposes.
It is prohibited, and we do not allow surprise deliveries on our premises, such as secret admirer flower bouquets and gifts. We will not entertain or accept any deliveries even if those packages are named for us or any of our staff, as being the current occupiers of the premises, we reserve the right to issue trespass notices to each delivery person until the gift delivery service provider stops sending items to our place.
[Before the treatment]
- If possible, do not have heavy meals before your appointment starts,
- Always inform the therapist of any important health conditions you have, such as current or past appointments with any medical service providers, even if it was a long time ago. Skipping this advice may trigger some severe pain from previous injuries and medications or anything worst. Please note that our staff are not NZ licensed physicians and should be avoiding to massaging any injuries, not treating any human ailments.
- Please do not use the preparation time for other things, such as phone calls, the time allocated to any appointments is limited, and we may rush or cut the appointment short if the customer takes too much time to prepare for the session so the next booked customer will not have to wait as soon as they arrived on their booking on time. This includes using the toilet before the session if it is done past the booked appointment time. The price of service with reduced duration time will not get the price of service reduced but the booked customer still has to pay the full price of the services.
[During the treatment]
For an excellent massage experience, please do not hesitate to communicate with our therapist during your treatment for any concerns. This is highly recommended than complaining after the treatment when there is nothing we can do anymore. Not just in our massage spa but anywhere else when you are having a service, such as hair styling services and pedicures, a few examples.
-Please let our therapist know if the room temperature is getting warm or cold so we can adjust the air-conditioning setting. Is the face pillow too high or low, so our therapist can change the pad according to your comfort. Areas of your body where you want to focus more or where to avoid. Or anything else about your treatment. We hope that a client will not come to us believing that we will cure or treat any pains or ailments. A harder massage pressure may worsen any pains and cause bruises too. Our massage therapists have no licensed physician of any kind. Our services are for relaxation only.
To anyone having a less than an hour session like 30 minutes massage, Please note that our therapist cannot do a full body massage as there is not enough time. The therapist can only concentrate on the Head, Back, Neck & Shoulders or feet & legs. Our therapist may be unable to grant all the requests for shorter sessions.
No Extra services
There is strong discrimination in Thai massage businesses regarding happy endings or other sensual and sexual services. While there are also prostitution businesses that use "Massage" as a front or a Thai massage that provides those extra services. We guarantee that our business is a legit Thai massage business with professional experienced, trained, and certified Thai massage therapist staff only working with us.
Despite having these notices and signages around our premises, some people look for extra service and will downplay, play d*mb or ignore this message; this is why we placed around ten signage notices on our outside premises. Please be aware that anyone may be committing a crime if being inappropriate during the massage session, such as exposing private parts to the massage therapist, touching the therapist providing the service, and any verbal abuse. Police 111 emergency services will be called without warning to any inappropriate client. Also, CCTV cameras were set up to collect the identity of any customer or car plate numbers so it would be convenient for us to file a police report if the person has left before any police come.
No English or cannot read will never be an excuse for any criminal activity through inappropriate actions. For anyone looking for extra services, We respect you, but we are not the place for you, so please do not contact us.
Unlike other legit Thai massage businesses that do not have signages or warnings hoping that clients from all market niches will do business with them, including inappropriate individuals looking for extra services for maximum revenue, leaving their staff in at risky situation as the operator believes that the team should handle any misbehaving customers, We in Khunchai Thai massage and Spa will protect our staff not from behind but on the front. We do not need any inappropriate clients to do business with us, and we do not need their money. It is also not our concern making any website visitors uncomfortable or having negative UX or user experience (this depends on what they expect or look for in a massage business) due to being upfront with our policies.
Please use this website as a reference, not from any online forums or hearsay.
Further more
- Aside from not providing any extra services, Our staff will never use any arousing or teasing massage techniques to excite male clients during the treatment to improve customer retention.
- Any unusual customer request may get them ban from our services such as legs massage near the genitals area, buttocks massage or requesting anything that our staff not comfortable doing. We will always take side with our staff than any customer's who has money to spend.
-Let us be direct, This is not the place for any single person to look for a romantic relationship unlike in other dubious Thai Massage place, we will trespass anyone trying to engage with any of our staff personally not because we control them but because we guarantee to all our current and potential future clients that we are a family oriented Thai Massage business.
-Our staff will never exchange contact details with the clients such as social media accounts, contact numbers, email addresses, or any. We are family oriented shop operators and will not allow any of this to happen.
Drapping during the massage
- This is mandatory. We require all our clients to be covered by drapes or towels during the massage, especially our male clients. And to wear disposable underwear we provide, or do not take off your underwear. We will accept no excuses, whether cultural or uncomfortable. It is not our concern how they do any massage anywhere in other places. Anyone who wants to be completely naked during the massage and disagrees with our conditions is encouraged to leave and go elsewhere. Fact: the always indirect opening inquiry of dodgy clients is asking if they have to wear anything during the massage.
[Before you leave the massage treatment rooms, Please check your valuable items]
We provide baskets for clothing and jewelry boxes for each massage table for our clients to keep their valuable items during the massage treatments.
After the massage and when the client leaves the room, our therapist will set up the table and change the sheets for the next client, along with checking if a customer left something in the room to keep it safe or notify anyone if they were missing something while still in our premises. But sometimes, our therapist will not notice small items like earrings. Or a client did not put the items in the box provided. If Our therapists did not see it first, We could not guarantee the honesty of the next client who may find the left-behind item first. In this case, We shall not be responsible for any loss of valuable items due to the negligence of others. Posters are placed on every door knob of our rooms to remind everybody to check their items before they leave.
If, in any case, any customer realize they are missing any items after the massage and they think they left any items in the room. No body can demand to search the room if it is being used by other customers. It is not fair that the paid session of other customer is interrupted and disturbed due to other people's negligence.
When we find something but the client has left our place, We let the clients come to inquire and describe the item they are looking for to ensure it belongs to the rightful owner.
If, in any case, Any clients accuse any of our staff of theft without any evidence and fair consideration, spread the rumor by any means, social media, online platforms, gossip, or extort money, legal actions may follow on the grounds of Defamation or Harmful Digital Communication if the accusations done online. Please bear in mind that instigating false allegations against any individuals without any solid proof is a crime.
Anyone visiting our place can claim, " I lost something." referring to any valuable items, such as mobile phones or jewelry. And worst, "your staff took my stuff" or "Did you take it?" without hard evidence. Those are unfair prejudice against us, and we will ban and not re-book any clients accusing any of our staff unfairly. To avoid incidents like this, We highly advocate that our clients leave any of their valuable items at home.
Health Considerations
It is the client's responsibility to keep our massage therapist informed of any medical treatment or medications they are currently undergoing and to ask their own General Practitioner (G.P.) if a massage is okay to be received. Some services have specific contradictions related to pregnancy, high blood pressure, prescription drugs and other medical conditions.
[Disclaimer]
Despite of health benefits of massage, Khunchai Thai massage and Spa massage services are non-medical procedures and not intended to be a treatment, prescription or corrective measure of any human ailment or condition of any kind. Only a licensed physician can provide such medical treatments. If in any case, any licensed physician recommended our services to any of their patients and an unwanted side effect occurs or worsening the health condition of the patient after a massage. The licensed physician recommended our services should be responsible for giving the wrong advice and recommendations, not us in Khunchai Thai massage and spa.
[Downplaying our signages and lowballing]
A customer may contest, "I did not see that signage" " I did not see the details" " I should get this " " I should get that" "it must be like this" "It must be like that".. so on and so forth that a customer thinks that they should be entitled to. Lowballing will end our business relationships with any clients who do so and will get a customer banned from our services. Our signage policy notices such as Sudden time reduction, Late arriving fess, shower fees, loyalty card conditions, check your valuable items reminder posters and other sign notices are in effect even if a customer claims they have not seen it. Please note that those policies are printed in large visible posters and not in fine prints. We do not negotiate with gifted grey eminence individuals or intelligent negotiators. We ban and trespass them straight away regardless of how much value they bring to our business. We recommend reporting us to consumer.org to anyone who thinks our policies are unfair.
Abuse is not and never ok to us.
It is not ok for us that customer will abuse any of our staff, This action is considered a disrespect towards our entire company. Anyone treating another person as a lower life form is not welcome to our place. We value our staff's dignity than the monetary revenue from abusive customer's money. Please do not presume that we value money more and we will downplay or turn an eye on any abuse, verbally or body language. Abusive customers will be removed and reported to 105 for abuse or intimidation offence which may be liable for a few months of jail or $2000 for a fine. Abuse is unacceptable and is a crime ( more about community law, please visit communitylaw.org.nz )
Passive abuse
Being a "Hard Customer" to deal with is not an exception. There are customers or people who think they will get the value of the money they paid by giving a hard time or pressure to any staff of the business they are doing business/transactions with; let us be clear that this is not acceptable. Feedback and reasonable requests are welcome; The client cannot demand to change our steps and procedures, as this is very likely to occur when the customer is a massage therapist. Also, we consider it a passive abuse when a religious customer or a well opinionated client is passionate to instigate an argumentative conversation challenges or discredits any of our staff personal religion / or any beliefs when it is not asked. Any passive abusers, Hard customers, Bossy customers and Argumentative customers will be banned to our services if our staff requested to do so.
Issuing a trespass notice.
A Trespass Notice may be issued to ban an unwanted individual on our premises. Anyone abusing or disrespecting our staff, Low ball negotiators, and anyone solicited for extras such as sexual/sensual services will be issued a trespass notice. And it will be an offense against the Trespass Act 1980 to ignore them and come back to our premises for anyone we issued a trespass notice: a $ 1000 fine or up to three months of imprisonment for violators.
Fact: As of 2023, only one person for whom we issued a trespass notice due to lowballing last Feb 2021, and four clients were added to the banned list. (due to: passive abuse, constant sharing of unsolicited religious beliefs during the services, refusing to adhere to our policies and lowballing) Those four excluded individuals will be served a trespass notice if they ever return to our place. As of April 2023, We banned a client who had a romantic relationship with one of our former staff (in a very short period of time) as we cannot fully trust them on what they may do more during the service. The former staff (Nicha) got warned regarding soliciting contact details of a client that she barely know, mainly for having no concern if the person she is goes out with is married or not, she resigned on 31st July 2023.
[Refusal of service]
We reserve the right to refuse anyone service without the need to provide any explanations. but the most common reasons are:
A) Client has a foul body odor or poor personal hygiene.
B) Client came carrying or under the influence of alcohol and drugs.
C) Client has previously offended any of our staff, which causes our staff distress or simply does not want to serve any person they are not comfortable with.
D) Lowballers and discount negotiators.
E) Client is on our Do not Re-book list and booked under a different account with a different name.
F) We can refuse anyone for any reason
G) If there are any unusual activities or movement of people, occurrences, or incidents outside our premises. Which may put our staff in potential danger.
We also reserve the right to refuse service to any one of our services, bookings, and entry to our premises without needing to explain the reason.
[Face concealment, mask , sunglasses , hoodies]
We will not let anyone with concealed face get into our premises. Everyone's face [or at least the eyes if the face mask is on] must be recorded by our CCTV cameras. Police 111 will be notified, or our S.O.S. alarm siren will be activated if anyone is loitering around our premises or walking in new customers with concealed faces.
[Walk ins should go and see us upon arrival]
Due to rising crime rates along with business break-ins and looting. We are vigilant with our surroundings. A walk-in should go to our door to see any of our team and immediately inquire. We will be suspicious of anyone walking around our premises with or without a purpose, "I'm just looking at your place," "I'm looking for a missing pet /person," or any ploy. We knew CCTV cameras were not enough to prevent robberies, and whenever a suspicious person roamed in our place, we would stay on our premises overnight for several days. Aside from being vigilant, we remove any valuable items from our premises.
[Privacy notice]
In adherence to NZ Privacy Act 2020 principle 3, We like to let everyone know that everyone entering our premises are being recorded by our CCTV cameras. The purpose is not to prevent any possibility of any crime but being ready to provide any evidence or proof, any identities of anyone involve if there are any crimes of incidents that we need to report to New Zealand Police. The recordings are kept private and the memory or data storage of our CCTV devices will be rebooted after some time, we do not keep the video recordings permanently.
- All customer contact details and IP address who booked with us are kept private and confidential and will not be sold to any marketing firms or shared with anyone asking unless required by law or the customer must be reported for harassment or crime.
-Cookies are indirectly shared by the website host and we have no control over it. This is the reason why the things your searched in Google appears on your social media as an advertisement if this is the concern, this can be configured on your device to hide your searching details.
[Your Mate cannot get in and wait]
For security reasons, If anyone wants to bring a companion with them and wait for them to finish the session, The friend or client's companion cannot stay inside our reception alone when our receptionist is out. No Excuses. The client's companion can wait in the car or roam around Glendene shopping village. Bringing two or more companions to stay in our reception area is not allowed even if our receptionist is present. Same as we will refuse entry to groups of 2 or more people coming together to purchase a voucher while visitors outnumber our staff. Please understand. Thai massage places are also targeted by theft and robbery. We have safety measures by implementing these unusual procedures.
We do not discriminate against any race or ethnic group if we do not let anyone in. Inquiries from anyone coming without an appointment may be done just outside while any of our staff are instructed to talk behind the locked security door. We will not give in to any ruse for us to open the door "someone needing emergency help, see the tidy rooms before making a booking, use toilets, etc. But we will Phone 111 emergency services for Ambulance or Police instead.
Please understand this is only to counter theft and robbery. Thai massage is also highly Targeted by robbery. Please don't be offended whenever we execute this. To any robber planning to target us and visiting this website right now, We would like to let them know that we prepared for their visit and anticipated what they might do, and expect a possibility of defensive fight back. We only use a cheap mobile phones, Tablets with low resale value. We do not store massive amounts of cash on our counter. (max of $50) Our staff are instructed to leave their valuable items at home and never to place or put their gadgets / valuable items anywhere visible to clients.
"Sorry You have to leave"
Whenever we are understaffed, or everyone is busy, and no one is available to look after the reception area. Each of our massage therapists reserves the right to ask any customers in our reception area without an appointment or anyone just done with their session to leave what ever the customer is doing (enjoying the tea or waiting for their friend to finish the appointment or just mere waiting for no reason) and to lock the door before they start to serve each of their clients. Suppose the customer refuses to leave. Our staff are instructed to force the customer to leave by issuing a trespass notice and calling the police. We cannot leave the reception area unguarded at all costs.
[Visiting after hours]
Anyone walking in to our shop after hours from 8:00pm onwards are not considered as normal customers. They either scouting our premises for a robbery or simply just an adult services punters looking for a massage place with extra services open till late nights. Please be aware that our premises are equipped with motion sensors, smart CCTV cameras with siren alarms active after hours that will get triggered if any human movement is detected. Siren motion sensors are installed on weak spots of our premises. Glass alarm break sensor are also installed on our windows.
This website is designed to be informative, bold, and upfront without sugarcoating.