FABULOUS morning encapsulated Xantos Eco Resort where Mayori (40), a software engineer seeking inner peace, attended a meditation session led by Instructor Dodi. The session was supposed to be the culmination of her Mind-Body Connection program.
Dodi, a young man with excessive energy, began the session with an overly loud tone.
“Okay, everyone! Wake up! Let’s release negative energy! Let’s do fast breathing now! Fast and strong! Inhale, exhale! Inhale, exhale! Feel the adrenaline!” Dodi said.
Mayori opened his eyes, feeling disturbed. This wasn’t at all the calming meditation he’d expected.
“I thought this was a calm mindfulness meditation. This is more like a bootcamp workout,” Mayori whispered to the guest next to him.
After the session, which left him slightly dizzy, Mayori approached Dodi.
“Excuse me, Dodi. This resort’s philosophy emphasizes gentle healing. Why are we doing such aggressive breathing techniques? I came with high stress levels, not for an adrenaline rush,” Mayori complained.
Dodi chuckled, wiping the sweat from his forehead.
“Oh, it’s a chakra cleansing technique, Ma’am! Everyone loves it. It’s quick and instant! Trust me, it’s great for mental detox. Besides, I got my online certification three months ago. The important thing is ‘move’ and ‘feel,’ right?” Dodi replied.
Mayori shook her head. Dodi’s knowledge felt shallow and unrelated to her healing needs.
That afternoon, Mayori booked a foot reflexology massage, hoping to find some peace from Therapist Bunga.
Bunga started the massage well, but midway through the session, she started talking too much about her personal life.
“…So, my husband said, during this rainy season, I’d better work overtime, Ma’am. The tips at this spa are pretty good, especially for guests like you, who get big tips…” Bunga recounted.
Maya felt her moment of relaxation ruined. This was a failed silent service.
“Bunga, I’m sorry. Can we just be quiet? I want to enjoy the massage and focus on the sensations in my feet,” Mayori protested, her voice slightly hoarse.
“Oh, of course, ma’am! I’m sorry. But I have to say, those sandals you were wearing this morning were so cute. Where did you get them? I’m looking for some like them for next week’s social gathering…” Bunga said.
Bunga continued, demonstrating a lack of empathy training and understanding that guests come to the spa to find peace, not to exchange daily stories.
The next day, Mayori complained to the Resort Manager, Mr. Made, a middle-aged man who always looked impeccable.
“Mr. Wayan, I paid a lot for this holistic program, but what I got was inconsistency. My meditation instructor focused on ‘adrenaline,’ and my massage therapist turned my relaxation sessions into an opportunity to vent about the social gathering sandals,” Mayori complained.
Mr. Wayan seemed understanding.
“I’m very sorry, Ms. Mayori. We’re aware of this problem. We hire staff based on their technical skills—such as massage or yoga certifications—but we’re lacking in integrating our resort’s hospitality philosophy,” Wayan responded.
“We’ll act immediately. I’ll reschedule your appointment for the rest of the day. You’ll be cared for by Nyoman. He’s our Senior Therapist, who’s also certified as a Wellness Concierge,” Wayan added.
Mayori’s session with Nyoman began with a sense of incredible silence and calm. After a deep, focused massage, Nyoman placed a warm hand on Mayori’s forehead.
“Mayori, I saw your notes. You’re experiencing stress in your shoulders and neck. This is closely related to shallow breathing patterns. The massage has relieved the tension, but can I show you a basic abdominal breathing technique you can do anytime, even at your desk?” Nyoman suggested in a gentle voice.
(Surprised and relieved) “Please, Nyoman. This is what I need. Someone who sees me as an individual, not just a ‘massage guest,’” Mayori pleaded.
Nyoman then calmly and accurately explained the breathing technique, connecting it to spinal health, something the previous staff hadn’t touched on.
“We’ll make sure every team member here goes through our new Wellness Hospitality Training Program. We’re not just selling service, we’re selling authentic healing. And we’ve made modules on Empathetic Communication and Silent Service mandatory for everyone, including me,” Nyoman explained.
Upon leaving Xantos Eco Resort, Mayori was disappointed by her initial experience but deeply impressed by the timely and professional solutions. She knows that only with personalization and comprehensive, holistic expertise can a resort truly deliver on its wellness promise. (*)
