I made an appointment for a massage for my wife and myself earlier in the week the massages were confirmed by there automated system the day before our appointment. we show up for our visit 15 minutes early and was told one of the massages was canceled even though we were 15 minutes early the decided to give the spot to the person who booked after I did. So I canceled my membership I've never had a problem at any other location maybe it's confined to the desert ridge franchise.