I bought the Spa Day Package for my sister as a birthday as a day of pampering before dinner plans her husband had made for them at 6 that night. When I called to make the appt, I stressed to the lady that my sister would need to be done by no later than 4 because of dinner reservations, & requested appt time of 10 or 10:30 when they first opened. She said "well we don't want her to be done too early, we want it fresh for dinner. How about 11:30?" I said "as long as she's done by 4". She insisted the day package took approx 4 hours & they should have plenty of time. The day of, I drove my sister to the appt - we were running late, so I called to let them know and the lady said "Oh, it's fine! We are running a little behind. How bout 12:00" I said that was fine, again, "if she's still done by 4!" We got there, I let my sister get started, & told her I'd be back to pick her up after she was done. Before I left, I told the woman at the desk that it was her bday, & that anything extra she added, tip, etc. to PLEASE put on my card, which was on file. I left explicit instructions that my sister was not to pay. I showed up a few mins after 4, and she was just then sitting in the salon chair to get her hair done! After her hair was done, she still had to get her makeup done (included in the package). I made a comment about time, and the woman said "or did you want to do your makeup at home?" Umm, no! we paid for this! So she did the makeup. As she was finishing up, I went out to start the car and turn the A/C on, and when I come back in, my sister is signing a receipt to pay for a small extra charge (eyebrow waxing). I looked at the desk lady to question why she let her pay, & she shrugged her shoulders & said "She insisted". Really?!? I made it very clear, & you had a card on file! Plus, we did not walk out of there until a few minutes til 5 pm! We had to race home, get her clothes on/ready, and then her and her husband had to race off to dinner. Not a great way to end a "relaxing" day at the spa-very upset!