We had a couple's massage scheduled for a Friday afternoon. An hour before the appointment (as we were walking out to our car to head to there), the spa calls and cancels our appointments, saying they did not have enough technicians for us.
My (then) boyfriend was planning on proposing to me after our appointment, so their last-minute cancellation threw a wrench in the plans.
In order to "make it right" they offered a 10% discount on an upcoming service - which is the same amount of discount if you sign up for their email blasts; ie: does not alleviate the situation.
For such an inconvenient experience during such an important time, we felt the customer service should have done something to fix their error. Roles reversed and we cancelled, we would have been charged in full. Unfortunately, by reading other reviews, it seems like this may be more frequent than you would like with a spa.