As you know, we have made the very difficult decision to close down our Spa category, and to focus exclusively on hair, beauty and wellness treatments, rather than spa breaks and days. We understand you will have questions, and wanted to do our best to provide the answers you will be looking for.
Q: Why has Treatwell taken this decision? I get a lot of bookings so the category must have been successful?
A: This isn’t a decision we have made lightly, as spa has been part of our DNA here in UKIE, and we cherish the great partnerships we have built within this wonderful industry. However, as a business we want to acknowledge the needs of the Spa industry going forward, and to recognise that we’re not best placed to support our partners as they work to rebuild and to prosper post-Covid-19.
You may know that we now operate in 11 countries across Europe, and that our ‘core’ business is hair and beauty salons. Spa has been a UKIE-only branch of our business, and when we look at how we can really concentrate on not just our own business performance, but on the success of our partners across all our markets, we believe that a more focused approach is key. When we work with salons we offer much more than advertising support for new clients, and we see this as integral to helping our partners to survive and thrive. We can’t offer the same for Spa partners, as software management and marketing needs are so much more complex, so we have decided to narrow our scope in order to excel in our core business. We do genuinely want to make a difference and to deliver real value for our partners, so while we are extremely sad to end our partnership with our Spas, we believe it’s the right thing to do.
Q: Will I still have access to Connect to check bookings/finance etc after 31st December 2020?
A: Yes, we know that you’ll continue to need access to Connect for some time, so nothing will change in the immediate future. Ahead of any changes in how you access info, we will be in touch to advise.
Q: Who do I contact if I have questions/issues, after 31st December 2020?
A: We hope a lot of the answers you might need will be within this article, or found in other areas of our Partner Help Centre, but if not we’re always on hand to help. We’d ask you to submit your query using this form.
Q. What about lastminute.com?
A: This announcement impacts lastminute.com, as their Spa section is a white label of ours. We made the decision together to end the partnership, so 31st December will also be the last date you appear on lastminute.com
Q: What will happen to all the bookings we have in place? Do these still go ahead and will we be paid as normal?
A: Yes absolutely. There are no changes to the current process, so depending on when a eVoucher is redeemed, or the check in date of a spa day or break, payment will fall into one of the 2 monthly payment runs. You’ll receive invoice statements as usual on 1st and 16th of each month, and remittances will be sent as usual.
Q: What date will our availability be blocked from?
A: There’s no need to block availability within Connect, as we’ll be taking the necessary steps on our side to remove Spa from search on Treatwell from 2021.
Q: Can we reschedule bookings for 2021 dates?
A: If a client contacts Treatwell to reschedule a booking we will cancel the booking and ask that they rebook directly with you.
Q: I still have active (unredeemed) eVouchers, can customers still contact me to use them?
A: Yes. eVouchers will continue to be valid for the validity period advertised when they were sold. You can book the clients in and redeem the eVoucher as usual.
Q: How do we redeem eVouchers, does anything change?
A: No change
Q: What if the eVoucher has expired?
A: Treatwell will continue to provide support for recently expired eVouchers. If you receive an eVoucher that has already expired, just get in touch and we can redeem it manually for you.
Q: I want to continue offering my local services, do I still have to pay the monthly fee?
A: We’re delighted to hear that. No change for now, but we will be in contact over the next weeks to discuss a change in commercials for 2021.
Q: Will the commission stay the same?
A: No change for now, but we will be in contact over the next weeks to discuss a change in commercials for 2021.
Q: I use the appointment calendar as my main booking system, can I still do that? Will any of the features change?
A: Great news that you’re using Connect already. You can absolutely continue to do so, and no ‘local’ features will be lost. Quite the opposite, as we will be adding new features throughout 2021 and beyond.
Q: Who will my Account Manager be if I stay on Treatwell?
A: We have a team of Account Managers working in the local side of the business, so you’ll always have support available when you need it. You can book 30 min consultations whenever you need a chat. Book now.
Q: I have only listed spa days and breaks to this point, but would be interested in staying on Treatwell to advertise my beauty treatments, who do I contact?
A: That’s great news! Please contact us and we’ll be happy to get everything set up for you.
Q: We have future payments due to us, when will we be paid?
A: Of course! There won’t be any changes to how or when you get paid.
Q: We owe Treatwell money, how do we clear this balance?
A: If you have an outstanding balance you owe to Treatwell you can pay this through Connect. Please log in to Connect and select the Settings cog in the top right-hand corner and you will then see 'Finance' on the left. Any outstanding payments will be highlighted and you will see a 'pay now' button. For any support just email firstname.lastname@example.org
Q: We need access to all our invoices, can you help?
A: All your invoices are stored within Connect. They can be accessed by clicking on the Settings cog in the top right-hand corner and then selecting ‘Finance’ on the left. They can also be downloaded as PDFs. If your Finance team require access you can create them their own login to Connect by selecting the ‘Team’ tab along the top bar in Connect. Please ‘add team member’ and be sure to give them ‘owner’ permission so they have full access and can see financial information.
Q: The finance section in Connect shows we owe Treatwell monthly fees, but we’ve been closed. Do we still have to pay this?
A: We waived monthly fees during periods of lockdown for all our partners, so we don’t expect any charges to be showing for a period where you had an enforced closure. However, if you have any queries about charges, please get in touch and we’ll be happy to discuss.