They have a very strict policy. I was very late. So, I got 20 min of facial instead of one hour. I understand I was late... However, I was a new customer and I did not really know their so strict policy. I was very surprised when I was required to pay $100 for 20 min ( this is the price for one hour which I reserved but did not get). I did not feel like paying $100 for 20 min. Did you? After very long conversation, I was allowed to pay $ 57 as for mini facial-30 min with one condition -- me never return again...It hurt me also. Anyway, I paid and even left very nice tip. Who was right or who was wrong, it depends on personal judgment. But I felt very upset and stressful. I did not feel relaxed at all, and, on the next day, my face had a rash.
Julia was over 30 minutes late to her appointment; we told her when she made the appt. that the esthetician had an appt. directly after her, which is why her hour-long facial was shortened. The esthetician also gave her the mask that is used in during facial to take home, since she was unable to receive it during her session. Julia was also told the cancellation policy on the phone when booking by Suzanne, the owner. Which is a 24-hour cancellation policy, much like many other spas in Old Town, she had no issue with the policy at that time. She then signed a form that stated that she understood our cancellation policy.
Only after her facial did she begin to argue for 40 minutes refusing to pay the full price for the service that she had scheduled. We explained that we could have booked another appointment in that hour, that she had reserved. Our employees work on commission. We do not penalize customer for another client's tardiness. This would be unfair for those clients who show up for the schedule appointment on time. After bullying our receptionist in person and having her husband bully her by phone, the receptionist called the owner to explain how uncomfortable and stressful the situation had become. The owner requested the receptionist charge for a mini-facial, and asked that she not return, since she had upset one of our employees so much.
We feel that it is unacceptable to have a small business block out a period of time for someone who has no consideration for those who provide the service. As far as this review is concerned we are unsure what she is complaining about, the fact that she was late, that she paid for the shortened treatment that she received, or that we asked her not to come back?