I love this spa! I don't know about anyone else, but the entire staff has always been gracious to me. I do know that they have very firm late cancellation rules as well as no call no show policys. However, I understand that this is a commission driven business and if the therapists are not working on a client they are not earing a living so I would NEVER late cancel or just not show up for a reservation. I love the Green Peels and the series of massages are so wonderful.