I had booked a hot stone massage for couples. We just got a normal massage, not the one we booked. I never had one before so I wasn't sure how it was supposed to be. By the end of the session, I knew they got it wrong.
Ok, we are all humans, but when I went to the receptionist to explain to her we didn't get what we paid for, she only said why we didn't ask the masseuses which massage we wanted from the beginning...
Quite a bad customer experience to be honest. At least they could apologise.