FIRST REVIEW : Very disappointing experience. I originally booked with Ana and was never informed…read morethat my appointment had been changed to another technician. Even the confirmation text did not mention any change. When I arrived, Ana actually started my pedicure, but then was told to stop and switch to another client who had also been booked with her. This caused unnecessary confusion and felt very unprofessional.
Unfortunately, this was not the first time I've experienced scheduling issues here involving the same technician. What made the situation worse was how my concerns were handled by the front desk receptionist. I was interrupted multiple times, spoken over, and told the miscommunication was my responsibility, despite never being notified of any changes. The interaction felt dismissive, argumentative, and lacking empathy or professionalism.
I came in expecting a relaxing Mother's Day treat for myself and instead left feeling uncomfortable and unwelcome. I hope management takes these recurring scheduling and customer service issues seriously.
Owner response on g : We appreciate your feedback and would like to clarify the situation. As previously explained during the call to schedule the appointment the day before Mother's Day, you made a request for Ana and were notified she was unavailable at that time and we could offer you the next tech available which you agreed on. When you arrived, you saw Ana and told her you had an appointment with her without waiting to be properly checked in by the receptionist so she began your pedicure believing you were the 10:00 appointment she had scheduled. Shortly after, her client showed up and we had to place you with the original technician assigned to your appointment.
We understand the frustration, however the confusion occurred when the receptionist was not given the opportunity to check you in properly as they usually do before beginning services. This was also explained during your visit when the receptionist apologized for the confusion in that moment as the booking was done correctly and there was no last minute switch ups, just a correction from lack of check in at the front desk as soon as you walked in. We always do our best to accommodate everyone fairly and respect everyone's time especially for those who take time to book for a specific time & technician to keep our appointments running smoothly.
UPDATE : I would like to respectfully clarify a few inaccuracies in your response. When I booked the appointment, I was informed that Ana was unavailable at my requested time and was offered either a 5:00 PM appointment that same day or an appointment the following day. At no point during that phone call was I told that I would instead be scheduled with a different technician. If that had been clearly communicated, this confusion could have easily been avoided.
When I arrived that morning, the receptionist was not yet at the front desk or inside the building. I was also not the only customer who checked in before the receptionist arrived. Ana was outside, greeted me herself, and began my pedicure. Ana herself would not have known who she was scheduled to see until clients were checked in, so it is unfair to place the responsibility entirely on me for the confusion.
What made the experience disappointing was not simply the scheduling mix-up, but how the situation was handled afterward. During the conversation, the receptionist acknowledged that I had not been clearly informed over the phone that I would have a different technician, yet the responsibility continued to be placed on me for "not clarifying." I was repeatedly interrupted, argued with, and at no point was I genuinely apologized to.
Overall, I will not be returning. I understand that mistakes and scheduling mix-ups can happen, especially during busy holidays, but the continued lack of accountability and the attempt to place all responsibility on the customer is what ultimately left the worst impression.
