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What if the Spa Cancels Your Appointment?

By: Sarah Clark (ILEX) - Updated: 24 Nov 2016 | comments*Discuss
 
Spa Beauty Treatment Complaint

Spas are supposed to be a haven of relaxation, but things can and do go wrong. Here’s what to do if you feel let down by your spa experience.

They Cancelled!

If the spa calls to cancel your appointment due to unforeseen circumstances, there’s probably not much you can do to insist on going ahead on the planned day. If there’s nobody available to carry out your treatment, due to sickness, for example, all you can do is reschedule.

Legally, you’re obviously entitled to rebook, at no cost. If the cancellation has cost you money – if they let you know too late and you’re already travelling to the appointment, you could claim what’s called consequential loss, which is when the spa has to pay any costs you’ve incurred as a direct result of their cancellation. These costs have to be reasonable, though, so if the treatment was just part of a longer spa stay, and you have the option to book in later, or for another treatment, it’s advisable to accept any goodwill gesture.

What if You Have to Cancel?

Check the spa’s cancellation policy. Most spas have a 24 hour policy, so as long as you give them enough notice you should be able to cancel and/or rebook with no penalty. Leave it too much longer though, and you could find yourself liable for part or the entire booking fee. Think of it this way – the spa won’t be able to fill the room at less than 24 hours’ notice, and they are entitled to the costs as their own consequential loss.

Make Your Preferences Clear

If it’s important to you that the products are organic, the massage is firm or the therapist is female rather than male, tell the spa when you book in, and don’t wait until the last minute. Spas usually have an automated booking system that can accommodate most preferences, but if all the female therapists are booked, or you haven’t told anyone that you want an organic body wrap, you can’t really complain afterwards.

However, if you have specifically asked for something and not received it, you’re entitled to make your feelings known to the therapist or spa manager. If you feel you can’t go ahead with your treatment because you absolutely must have a female carrying it out, for example, you could negotiate with the manager for a part refund, alternative treatment, or voucher for another treatment.

Being Punctual

Most spas like you to arrive for your beauty treatments around 15-30 minutes before they are due to start. Unless it’s a spa you have membership of, you’ll be expected to complete medical forms, and then change into appropriate spa wear, so if you arrive too late for your treatments you could find that the admin cuts into your spa-time. Don’t expect to get a full hour if you arrived ten minutes late for your massage – the therapist will have other clients to see, and won’t want to keep them waiting.

Most spa complaints can be resolved with a little negotiation on both parts and some common sense. The whole point of a spa visit is to relax and unwind you – most spas are aware of this and want to make your time there as pleasant and stress-free as possible!

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Ania - Your Question:
Hey I booked appointment at some little beauty salon. Beautician runs it at home. Treatment was quiet expensive and she asked for 50pounds deposit which I paid on her account. However she cancelled the appointment 3 times and now ignoring me. What can Ido?

Our Response:
Send her a note and say you are planning to pursue this via the small claims court if she does not refund you or fix a date within the next 7 days.
BeautyTreatmentExpert - 25-Nov-16 @ 2:12 PM
Hey i booked appointment at some little beauty salon. Beautician runs it at home. Treatment was quiet expensive and she asked for 50pounds deposit which I paid on her account. However she cancelled the appointment 3 times and now ignoring me. What can Ido?
Ania - 24-Nov-16 @ 12:23 PM
Lola - Your Question:
In May I had a facial massage at a well know spa. I had declared that I had a sensitive skin and was prone to exzema. I had an extreme reaction which resulted in a visit to outpatients and my Gp. I have photographic evidence of this. It took the hotel/ spa 3 months to tell me that I had to claim on the beauticians insurance policy. I decided against this initially. However I have had two further minor skin infections on the same area which have need prescriptive medicine.I have twice requesting policy details from the beautician which have been ignored.Yesterday the hotel/spa finally supplied a policy number.Do I claim some compensation?

Our Response:
Work out how much you think will compensate you for what you've been through plus any expenses. Do not make this an unreasonable amount as you will stand less chance of receiving anything. Write to the insurance company quoting the beautician's policy number, the date of the experience together with a brief account of the facts. Give a breakdown of what you want to claim for and how much. All being well, the insurers will pay out, but if you are not satisfied, you could then consider engaging a solicitor to pursue it further.
BeautyTreatmentExpert - 2-Oct-15 @ 12:13 PM
In May I had a facial massage at a well know spa. I had declared that I had a sensitive skin and was prone to exzema. I had an extreme reaction which resulted in a visit to outpatients and my Gp. I have photographic evidence of this. It took the hotel/ spa 3 months to tell me that I had to claim on the beauticians insurance policy. I decided against this initially. However I have had two further minor skin infections on the same area which have need prescriptive medicine. I have twice requesting policy details from the beautician which have been ignored. Yesterday the hotel/spa finally supplied a policy number. Do I claim some compensation?
Lola - 30-Sep-15 @ 8:27 AM
@Kel39. Yes report it your local Trading Standards Office a test should certainly have been carried out prior to the treatment. You should also get your sister to visit her GP who will be able to offer advice or treatment. Seek advice from the Citizen's Advice Bureau about a getting a refund.
BeautyTreatmentExpert - 4-Jun-15 @ 2:49 PM
My sister had eye lash extensions in a salon on Saturday. they did not offer a skin test so she did not realise she might have a reaction as normally if you get you hair colored a test would be done.Today she has woken up unrecognisable her eyes are so puffy and and covered in blisters and bumps. Is there anywhere this can be reported to stop other people having the same issue. I have tried to call and email the salon to get them to remove and they are ignoring our calls.
kel39 - 2-Jun-15 @ 3:05 PM
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