I was really looking forward to my facial with Gua- sha, and multiple sugaring services today. My appointment was 12pm-2:35pm for all services. As per the esthetician's text sent in the morning saying text ASAP to let her know if I would be delayed, at 11:45am I let her know I was running about 15 minutes late- I am a new client, not from the area, coming from Minneapolis, there was also road work.
When I arrived in the parking lot (at 12:12), I saw that my appointment had been cancelled with a text saying that she was unable to deliver any services that late and would charge me the full cancellation fee (that I later realized was $280). She said "with [her] busy schedule she had to have that late policy in place to respect her and other client's time." She cancelled the ENTIRETY of my appointment, even with over 2 hours left in the appointment.
I tried to call, with no answer, I texted and asked if there was any way we could forego some of the services (and still end at the same time), she denied this request. I went inside the establishment to see if we could reschedule for later (which is a building with other small businesses- so unless you know that, you are searching), went to the studio and she was nowhere to be found.
Her cancellation policy is as follows:
"We understand that sometimes it is necessary to reschedule or cancel appointments. Therefore, please notify us at least 24 hours prior to your appointment time and we will gladly reschedule your reservation. The full service fee will be charged if it is a no show or cancellation made in less than 48 hours. We ask that you please reschedule or cancel at least 2 days before the beginning of your appointment or you may be charged a cancellation fee of $280."
I did not reschedule the appointment, nor did I cancel, and I was not a no call/ no show. She asked to be informed I was running late, which I did BEFORE the appointment. I would've paid the full price for services we didn't get to/ have time for, if at least some of my services were rendered in my appointment window. But I will not be paying $280 for zero services rendered when I let her know that I was running late, showed up and still had over 2 hours left in the appointment. That makes no sense. She would've still been compensated for the services we didn't get to, in addition to the ones we did. And I was not asking to go beyond my appointment time, so in the end it's MY time that was not respected. read more
