90-minute Special Package for Rora Signature Massage

Dear Sir/Madam, First of all, Rora Spa would like to extend our deepest and most sincere apologies to you for the unpleasant experience during your recent visit. Regardless of the reason, if you left with a negative impression, it is clear that we fell short in our service process, and for that, we are truly sorry. We understand that this explanation may not undo your disappointment. However, we sincerely hope you might consider it and allow Rora an opportunity to serve you again with greater care, professionalism, and attention to detail. Regarding what happened that evening: we did receive your appointment scheduled for 9:00 PM, which is one of our peak hours. At that time, all service rooms were fully booked; however, there was one room expected to finish at 8:45 PM, and we planned to prepare that room specifically to serve you. Unfortunately, during the session, the guest using that room requested to extend their service by an additional 10 minutes. More regrettably, after completing the treatment, our therapist suffered a minor wrist injury during the massage procedure. Our team immediately provided first aid and did everything possible in the hope that her condition would improve so she could continue working and serve you. Sadly, despite our efforts, time passed and her wrist did not recover, and continuing to work would have affected both service quality and her long-term health, especially her wrist. After careful consideration, we realized she was genuinely unable to continue providing the service, and with no alternative therapist available at that moment, we had no choice but to inform you that we could not serve you that evening. We fully acknowledge that the way this was communicated by our reception staff may have made you feel disrespected or dissatisfied, and we sincerely regret that. Rora takes this matter very seriously and will strengthen training in communication skills and customer care, as our top priority is always to ensure a complete and respectful experience for every guest. We are truly grateful for your honest feedback and valuable comments. They allow us to clearly recognize our shortcomings and motivate us to improve, reform, and deliver better service. With utmost respect, Rora would like to invite you to return and experience our services again, giving us the opportunity to make things right. We will prepare everything with the greatest care to ensure that your next experience with us is truly a positive one. Thank you very much for your time and understanding. We sincerely wish you good health and all the best. Warm regards, Rora Spa