Incompetent. That is the only term that comes to mind. Had an appointment at 4:45, arrive ten minutes prior, only to be welcomed by deer in headlights looks from the receptionists. According to their discrepant accounts, I called or was called, and I cancelled my appointment/they notified my appointment had been cancelled. It was never clear as neither one of them could not give a clear version. The point is I had rearranged my day in order to have a massage and neither received nor generated a phone call advising of a cancellation. TB's resolutions were to return another day or call the owner as there was no other spots for the duration of the day. I asked if the owner would honor the massage appointment and the answer was no, so how would that be an option? Never again.