I lost 1 hour of my time and 120£. I booked for a facial with Tara - I have had facials with her before and I really like her- but it turned out she wasn’t there because apparently Treatwell is not connected to their internal system. I would have been happy to reschedule for an appointment with Tara (just what I booked for) but the staff said that wasn’t possible because it was too short notice to reschedule, and that I had to contact the manager (Who apparently was unreachable) not to be charged for the service if I wanted to book another appointment. Given They could not guarantee it and I wanted to be sure not to loose 120£ I had the facial and it was actually bad. Besides it lasted 45 min and not 1hr it was very poorly done. This was a very disappointing experience, the costumer service was really bad. I was treated by LiLy as I was asking for something extraordinary whilst I was just asking for what I had booked and I was happy to reschedule for it. I would have expected a better treatment and service from such an expensive place, also considering that I have been a client for a year, and now I am most definitely not one anymore.