I have been to this spa several times for facials, a massage or two, and manicures, bought products and make-up there. I have to say, I really like the girls who work there, and they seem happy, which is important to me. My issue was when I called and left a message to reschedule an appointment early one morning-- I take responsability for the fact that it was the same day-- however, it was a work meeting that came up that I could not miss, and I gave about six hours notice. I figured since it was a 12:00 appointment that they could likely fill it. Plus, I was beginning to be a pretty loyal customer. Anyway, when I got out of my meeting, I had a scathing voicemail from the spa owner, telling me how inconsiderate I was, barking the cancelation policy into my phone. On her behalf, she did call back later to apologize, saying she didn't hear my voicemail before calling me-- but whoa. Things happen. I would have been happy to pay a fee, work something out. But come on, don't yell at your customers!