![Late arrival policies[printed] (4)_edited.jpg](https://static.wixstatic.com/media/1c1411_127656e8b5544f079a63cced171c526a~mv2.jpg/v1/fill/w_367,h_46,al_c,q_80,usm_0.66_1.00_0.01,enc_avif,quality_auto/Late%20arrival%20policies%5Bprinted%5D%20(4)_edited.jpg){kind=small}
CLOSED every WEDNESDAY. Please ensure you receive a booking confirmation at your email address by completing this booking. The code message sent to your phone is solely for user verification purposes. The booking has not yet been made or registered upon receiving the 6-digit code. Please call us if you encounter any issues. Thank you for supporting and booking with us.
Reminders:
![Late arrival policies[printed] (4)_edited.jpg](https://static.wixstatic.com/media/1c1411_127656e8b5544f079a63cced171c526a~mv2.jpg/v1/fill/w_327,h_41,al_c,q_80,usm_0.66_1.00_0.01,enc_avif,quality_auto/Late%20arrival%20policies%5Bprinted%5D%20(4)_edited.jpg){kind=small}
No online payment has occurred
There is no part of online booking where we take any debit or credit card details, so no customer can claim that they have already paid online. All customers who booked online still need to pay in person at the shop. That online payment feature is not active with our online booking software. If anyone is booking for someone else, please ensure that they understand that the appointment is not paid yet to avoid the embarrassment of being told that they still haven't paid. The shop receptionist maintains this website, not through any third-party I.T. services, so we know what we are doing and are absolutely sure of this.
No screenshots. Please complete the booking
Bookings will not be recorded or registered if the online booker takes a screenshot of the time, date, and some details of the appointment during the online booking process and presents that screenshot as booking confirmation upon arrival. Anyone doing this may be turned away if we do not have availability upon arrival like a walk-in customer. Customers must tick "I agree" with our conditions and cannot bypass that through screenshots. Booking confirmations must be received at the email address provided. Similarly, we at reception receive a booking confirmation at our working email address whenever a customer completes the online booking, making it easy for us to anticipate whether the arriving customer has a booking or is just walking in. Please be aware that we have activated a two-way verification process for security to ensure that you are booking yourself and not someone else using your name, sending six-digit codes to the mobile number provided. We understand that not everyone is tech-savvy, but we must include this step for extra security against identity fraud. For anyone who needs assistance or is booking online with us for the first time, please feel free to call us during our operating hours for help or send us a message on the Contact Us page 24/7, including public holidays.
Be careful booking with the wrong place, Close the other Thai massage websites when you have chosen.
Did you open multiple browsers with Thai massage websites to compare and choose? Once you’ve made your decision on which place to book online, we recommend closing the browser for the other Thai massage sites (or this site if you choose to book elsewhere). If you keep multiple browsers open while booking, there’s a risk of accidentally arriving at the wrong location or another Thai massage place that uses the same booking software we do, thinking you’ve booked with us. You might arrive at our spa for your appointment only to find no record of your booking or that we’re closed. Out of respect for the other Thai massage businesses, we won’t take customers with incorrect bookings, even if we have availability upon their arrival. We’ll advise them to visit the place they actually booked. Remember, booking confirmations will always include the business name, logo, and address.
Choosing a preferred staff or "No preference" anyone available
This feature is disabled as we have a male massage therapist on our roster.
[Currently Turne off] You can choose a preferred massage therapist to serve you when booking online. We won’t assign your appointment to anyone you didn’t select or request unless they’re unavailable to work. We will notify you as soon as possible if the requested therapist cannot serve you. If you select the "No Preference" option in our online booking, your appointment will be randomly assigned to one of our available staff, and you’ll see the staff member's name on your booking confirmation. However, please note that we may also change the randomly assigned therapist to another staff member not mentioned in the booking confirmation.
Comming Late
Please let us know; we will accommodate you as best we can. However, your appointment will be shortened if the day's bookings are already busy and inflexible. This is because we cannot have the next customer waiting when they arrive on time for their appointment, as a matter of fairness. Furthermore, the late-arriving customer is responsible for paying the full price for the entire duration of the service they’ve booked. This is due to the fact that the late-arriving customer reserved the time slot, which prevented others from booking during that period. It is not Khunchai Thai Massage Ltd's fault that the customer is late due to misjudging traffic and travel time or for any other reasons, and we will not cover the loss.
Comming too early
Please arrive at our place close to the time you’ve booked your appointment. We can’t begin your service immediately upon your arrival. Keep in mind that there might not be any available parking slots, as other customers may not have finished their sessions yet, and our staff needs time to re-set the tables for the next customer. While we can’t start as soon as you get here, if we are free and not busy, why not? You can start as soon as you arrive.
Estimated arrival time
Please estimate your arrival time at our place for your appointment. The road traffic surprisingly becomes busier here in Auckland even on weekends. Google Maps is very useful for showing heavy traffic build-up along the route when you look for directions to our place. The red along the route indicates slow-moving traffic, orange represents moderate to slow-moving traffic, and blue indicates smooth-flowing traffic. Google Maps can help you avoid roads with heavy traffic build-up.
Sudden time reduction request upon arrival or on short notice
If you booked for a specific duration but then decided to reduce it on short notice or upon arrival—like going from a 2-hour booking to 90 minutes, 1 hour, or 30 minutes—this applies to any situation where a customer initially booked for a longer period but suddenly shortened their booking at the last minute or upon arrival. The customer will still need to pay for the full time they originally booked, not just the price for the reduced duration. Why is this? The customer has prevented other potential clients from making a booking during the time they reserved for themselves. These requests function as another form of short notice cancellations by taking away part of the time they have booked. Additionally, some customers do this to avoid feeling rushed (for example, they might book 90 minutes for an appointment intended to last only 1 hour) to create a buffer between themselves and the next customer. With our straightforward non-promotional pricing, we guarantee that we do not rush any appointments and have already allocated buffer time between booked customers using our own time. We do not reduce the customer's paid time unless they arrive late for their appointment.
Please be ready to respond whenever we wanted to verify your booking
We may verify any bookings whenever we suspect a mistake, such as multiple appointments booked consecutively, a couples massage noted but only a single appointment made, or a customer using unusual nicknames. Please be ready to accept our calls or respond when we need to check and verify your booking. We reserve the right to cancel any bookings if we cannot reach the booker and they do not respond.
Not showing up on appointments and Short Notice cancellation / re-scheduling notice
No-shows and last-minute cancellations will be recorded. Customers who do this will be refused the opportunity to re-book in the future, even if they have a gift voucher purchased from us and given as a gift by someone; penalty fees must be settled first before we can re-book any no-show or last-minute cancellation. Please note that the record will remain indefinitely. This also applies to cancelling or rescheduling appointments on short notice. Please do not book if you are unsure about your work and personal schedule. At this point, clients are still welcome to our services but only as walk-ins, depending on our availability upon their arrival. We are not obligated to ensure that there will be any availability for walk-ins when they arrive.
Note: The basis for penalty fees is to recover the time and work we have lost and compensate for other customers who could have booked that particular timeslot that was missed due to a booking that was not attended, which blocked our schedule. There are no exceptions, including for our regular repeat and loyal customers who always arrive on time, as our staff's wages still need to be paid. We are not charging penalty fees for no reason.
Do not book just to hold the timeslot and then cancel/reschedule at short notice. Please do not make an appointment to secure the timeslot and then cancel on short notice when your plans change or it becomes inconvenient. Allow other customers to book the available appointments and enable our staff to work if you are unsure that you can attend the appointment you are booking, regardless of the reason. Being a regular or loyal customer will not exempt you from penalty fees or from being added to the do-not-rebook list. This usually happens on long weekends or holidays when everyone knows it is more difficult to book an appointment.
Regarding short-notice cancellations/rescheduling: Cancellations or changes made after hours or when we are closed are not counted. The time is calculated from 9:30 am when we open in the morning to the appointment time, not from any midnight hours when any of our staff are away from work. (For example: a booking for 1:00 pm cancelled at midnight will be considered a last-minute cancellation with less than 12 hours of notice from 9:30 am.) No-shows, short-notice rescheduling, and cancellations are strictly enforced, even if the customer is not aware of this policy (or downplays it), as it impacts our income, productivity, and potential new and regular clients we may miss out on.
Cancelling due to sickness - Anyone who is sick will usually be aware of their condition in the morning. We may consider a short-notice cancellation if the booked customer calls before noon to cancel, including appointments before 12:00 pm. However, there will be no exceptions for anyone who calls to cancel or reschedule their booking close to the appointment time from noon onwards due to illness, including those who took medication and hoped to feel better but still felt unwell and cancelled/rescheduled at short notice; a 50% penalty fee will apply for taking up our time. See our full no-show and short-notice cancellation/rescheduling policy.
Whether a regular or loyal customer or not, penalty fees apply to everyone. We cannot be guilt-tripped; we are protecting our valuable, productive time by charging penalty fees, refusing to rebook any no-shows, or short-notice cancelling/rescheduling customers. Regardless of any reason, we will not bear the loss for any circumstance that prevents a customer from attending their booking that we did not cause or wish, such as traffic issues, personal/work schedules, children falling ill suddenly, emergencies, etc.
Warning: Do not assist anyone on the do-not-rebook list due to no-shows or short-notice cancellations by booking an appointment using a friend's or family member's name and contact details whilst the penalty fees remain unpaid. We will ban anyone we suspect of helping a no-show customer to book with us and issue a trespass notice if we recognize a no-show customer attempting to book under a different name.
Anyone who consistently books appointments and then reschedules or cancels will be monitored and placed on our watchlist. If that booking comes from a legit client with an unstable schedule or from a rival Thai massage business attempting to clog our booking availability on busy days before cancelling, as well as being smart enough to adhere to our policies so their account is not added to the do-not-rebook list, we reserve the right to block and ban anyone suspected of sabotaging our booking availability.
Online booking technical facts
Available time suddenly becomes unavailable?
Have you already picked your available time slot only to find it's suddenly unavailable? Other clients, just like you, are also booking online and might have completed the booking a few seconds faster than you. This situation often occurs on weekends when the time slots you want to book are in high demand.
Booking for the current day but the booking confirmation is for tomorrow or other incoming days?
Whenever we are fully booked for the day or the preferred massage therapist a client wishes to book is unavailable, the cursor will automatically move to the next day. Unbeknownst to them, the online booking customer may end up selecting a timeslot for the following day that has availability, rather than for the day they actually intended to book. Please be alert to this automation. Always check the booking confirmation sent to the provided email address to ensure the appointment details are correct.
Booking for couples or two or more people at the same time?
Please book two timeslots with two available massage therapists on the same day at the same time. Please do not force two different time slots or create a single booking by adding a note like, "this is for couples massage," or schedule appointments one after the other. The online booking software we use is still developing this couples booking feature. Currently, our online system cannot accommodate couple bookings in one go, unlike other Thai massage online booking systems.
Online payment is not activated.
Our account with the online booking software provider is limited to online bookings and text message reminders. Online payments and deposits are not included in our software payment plans, and no part of our online booking system will collect or require debit or credit card details to secure any bookings or indicate that the service has already been paid for online. Therefore, customers cannot pay online; all booked customers must still pay in person at our premises.
No "booking as a guess" option
Anyone wanting to book must create an account, log in, and be verified via SMS text code. [SMS text code verification is required every 3 months or 90 days for regular repeat customers who always re-book]. [You may need to verify again sooner if booking from another device.] This is to ensure security, confirming that you are making the booking yourself and not someone else using your identity, while also helping to reduce or minimise any prank or troll bookings that the booker does not intend to attend. Please note that we have customised our own settings, which may differ from other massage spas or clinics that use the same online booking software.
Close the browsers containing the website of other Thai Massage place using the same software when booking online
You may be comparing our services to other Thai massage spas and have opened multiple browsers. Please ensure that you do not get confused about where you made a booking, especially if the other Thai massage places are also using Gettimely for online bookings. We have had incidents where customers arrive thinking they have a booking with us, but they actually booked with another place. This has happened when we checked the emailed booking confirmation, along with customers canceling their bookings despite not having one with us.
When is the soonest or the latest I can book an appointment?
The soonest appointment an online booker can make is one hour, or 60 minutes, from the current time, provided our timeslots are available. If our schedule is already busy or fully booked, the next available time or day will be offered instead. Customers can book up to three weeks in advance from the current day.
No reply email and text msg reminder
The email that sends the booking confirmations is a no-reply email, so we will not receive any responses if you reply to it. For any changes or cancellations, please call or text us on our mobile number, or send us a message through the contact page of this website.
Edit name, Account settings or changing your personal details
The software is a basic online booking tool. However, it's possible for you to handle it yourself. First, ensure you're logged into your account. Navigate to the [Menu] button of the online booking widget in the top left corner (if using a desktop or laptop) and then select 'Edit Details'. The personal details you can edit include your name and email address; there's also a box for your residential address, though it's not advisable to enter your home address since it's optional. Finally, save your changes. Please be aware that you can't edit your mobile number details.
It is not required to download anything to make a online booking.
You don’t need to download or install any apps related to the website hosting provider. Just use the widget on this page. Any downloads made by a website visitor to facilitate a booking won’t be accepted.
Why your online booking is different from other Thai massage places?
The online software we use is Gettimely. We chose this software because of its straightforward pricing plans with no gimmicks, which do not take percentage commissions from customer bookings like Preshia. Due to cheaper or free pricing plans, more Thai massage places opt for Preshia over Gettimely for online bookings. However, Gettimely is more popular with health service providers and is often used by medical services that take online bookings. We see Gettimely as a non-pushy and straightforward salesperson, so we choose to go with them. Khunchai Thai Massage is the first Thai massage clinic in West Auckland to offer online booking. Our first online booking was on 22nd May 2020 at 3:45pm.
Your listed activities on Cloud or Google calendar schedule is different from your booking confirmation.
The booking software isn't integrated with Google or Cloud Calendar. Additionally, any activity listed on a calendar, such as an appointment, will not be recognised as a booking when presented to the receptionist, as those listed activities or schedule notes on digital calendars can be added without contacting us for a booking.
I.P Address is collected whenever you book online.
Please be aware that your device's IP (Internet Protocol) address is collected by the online booking software when you make a booking online. It is possible to determine where the booking is made using IP address lookups. We keep this information private and confidential, and we do not check each booker's IP address unless required by law or if a no-show customer’s bookings, including last-minute cancellations or rescheduling, repeatedly come from the same IP address.
Just plain booking software, no follow up marketing email subscription list or spamming your email address later.
Please don’t hesitate to book online if you’re concerned that our software will spam your email address with marketing campaigns or gimmicks after you've provided it during online booking. The software we use doesn’t send follow-up emails for ‘leave us a review’ reminders like the Presia online booking system. We also don’t share your contact details with any organisations or marketing firms after you use them for online bookings. Unlike Presia, which operates on a free plan subscription (charging a small commission for each customer who discovers and books through their website), Gettimely is a paid service, allowing us total control over its settings and the privacy of our customers’ information. The only time our software will contact the booking customer directly is to confirm their booking after a successful online process or if a booking was made in-store by one of our team members, should their appointment be modified or cancelled by us, or for a 24-hour text message reminder to the mobile number provided.
I did everything right, But I cannot make a booking
We likely blocked your account due to not showing up or cancelling/rescheduling on short notice. The penalty fees still need to be settled, so please do not downplay this as if nothing happened or be nonchalant about it. Please compensate for the time that was disposed and pay the penalty fees; it was recorded and not forgotten. We will stand our ground that any no-shows or short-notice cancellations/rescheduling must pay the penalty fees first before they can book with us again. We have blocked any individuals who have violated our spa etiquette, or anyone our staff is uncomfortable serving. Anyone who inquired about extra services over the phone has also been blocked from our online booking, as we added their mobile number to the blocked list immediately. Any customers on the Do Not Rebook list due to pending penalty fees who create a second account or use another person's name and details will receive a trespass notice and be added to the banned list, including anyone assisting them. We will still serve anyone on our Do Not Rebook list as a walk-in customer only if we have availability upon their arrival; however, they cannot book or reserve a time until the penalty fees are paid. Please note that we are not obligated to ensure any availability for walk-in customers. Anyone on our banned list will not be served at all and will receive a trespass notice upon arrival.
​
- If you are not on our Do Not Rebook list and are booking online for the first time, please ensure you enter the correct six-digit confirmation codes sent to your phone by our software. Fancy fonts on your device can cause confusion and may interchange numbers such as 1 & 7, 6 & 5, and 4 & 9. If you encounter any issues, feel free to call us during our operating hours. Also, using a roaming mobile number may affect how you contact us; we recommend reaching out via email as well.
More convenient to use Laptop or Desktop than any mobile device when booking online
We acknowledge the difficulties, complaints, and feedback regarding online booking from customers. Most complaints come from customers using mobile phones or tablets when booking online. Please note that some elements of this website (applicable on other websites as well) are not visible in mobile device mode but are completely visible when using a laptop or desktop. Additionally, a customer showed us how the web browser search box on an iPhone covers the booking button, preventing him from completing a booking. We believe the issue lies in his phone settings. Despite our best efforts, there is nothing we can do to expand the online booking widget beyond the width of your mobile device screen. We highly recommend using a desktop or laptop when booking an appointment. Alternatively, feel free to call us during our operating hours from 9:30am to 6:45pm, or leave us a text or email when we are closed on Wednesdays or any public holidays. (We do not answer calls when we don't have our appointment bookings handy to avoid double booking mistakes, so please leave us a message during our non-operating hours, and we will get back to you once we check our booking availability and status.)
.png)
.png)