I am very disappointed with the lack of organization and customer service on-site at the Millbrae location. I was excited to see a location open in Millbrae as it is very close to where I live. I had scheduled my appointment earlier in the day and was excited and looking forward to a 90 minute massage. I arrived 5 minutes early, was required to fill out paperwork and was then told to have a seat and someone would be with me shortly. After 20 minutes, I was still waiting and and getting concerned as I did have other obligations later in the day. I went to the customer service desk and asked why I was still waiting. I was assured that it would only be another couple of minutes. I took my seat again and waited another 20 minutes. It was now after 3:00, I was not going to be able to stay and went to the desk again. I handed my receipt to the guy working behind the desk and he looked at me confused asking why I was leaving. I explained that I set up a 2:30 reservation with the anticipation of receiving a massage at 2:30. He then looked at the receipt and told me that my "number" was already getting a massage. He told me that if I just waited a little longer I would be able to get a massage. Really? Wait longer? Another 40 min? Why take the reservation if you cannot honor it? I took time out of my day, left work early and the only thing the "perfect" day spa did for me was waste my time and money. They provided a disservice to me. I sent an e-mail to their customer service address and received no response. After reading all of the negative reviews at all of the review sites associated with this company I decided to give their company a try anyway. Now I know for myself they were all true. This place is a joke.