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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Beauty Appointment

32 replies

mummyh2016 · 29/12/2021 11:32

Pretty sure I'm not but wanted to check what other people thought!
DH is booked in for a massage at 10.30am tomorrow, this is only his second appointment at the salon however I have been going once a month for the last 6 months or so. They asked for payment on booking for the December appointments which we have done. I was booked in yesterday.
Anyway DH has been awake coughing quite a bit in the night. The cancellation terms state they need 24 hours notice of cancellation to avoid any charges for treatments 80 minutes or less, his appointment is 50 mins long. I tried to call them at 9am when they were due to open however soon realised due to xmas they aren't opening until 2pm today. I've therefore sent a fb message at 9am explaining he has a cough, I've not asked for a refund but instead have just asked them to postpone and when he is better he will rebook.
I've just had a message back saying they will charge in full for any cancellations with less than 48 hours notice unless they have evidence of a positive Covid test. We can't get a PCR booked anywhere in England at the moment, and even if we could the results wouldn't be back for the morning. He has done a LTF which is negative but we all know LTF shouldn't really be used when having symptoms. The terms they emailed to me and DH state 24 hours notice not 48 hours notice which IMO they have been given - it's their choice not to open until 2pm today when they normally open at 9am. And we're not asking for a refund, we would just like the appointment carried over. Who IBU here? Surely customers can only adhere to the terms that have been supplied, they can't change them without telling us can they? We were not told when booking these December appointments that the cancellation terms had changed.

OP posts:
SmolCat · 29/12/2021 11:43

I’m torn. Businesses like theirs must really miss out. But you did give them the required notice. I would reply to remind them that you did give 24hrs notice as stated in the t&c at time of booking.

Thehop · 29/12/2021 11:44

You’ve given the notice they required when booking. They should move the appointment

TinyLittlePandaSneeze · 29/12/2021 11:46

@SmolCat

I’m torn. Businesses like theirs must really miss out. But you did give them the required notice. I would reply to remind them that you did give 24hrs notice as stated in the t&c at time of booking.
If you met the terms and conditions they gave you then yanbu
TinyLittlePandaSneeze · 29/12/2021 11:47

Oops meant to say I agree with @SmolCat

StrawberrySquash · 29/12/2021 11:47

It's tricky, but the Ts & Cs change seems off. It is effectively a refund though in the sense that they won't get the money for his slot (probably?) is because you will get a future 'free' slot that they can't sell again. From their perspective, one lot of money, two slots gone unless they can resell tomorrow.

RealMermaid · 29/12/2021 11:50

Honestly I'd think you should just suck it up. Is it great? No. But at the moment are they probably struggling with massive numbers of last minute cancellations for the exact same thing? Yes. You have paid for a time slot to be reserved for you, which they have done, and it's now too late for them to rebook it. It's noone's fault but I don't think they're being unreasonable in expecting to be paid for it.

Original poster
mummyh2016 · 29/12/2021 11:52

@StrawberrySquash

It's tricky, but the Ts & Cs change seems off. It is effectively a refund though in the sense that they won't get the money for his slot (probably?) is because you will get a future 'free' slot that they can't sell again. From their perspective, one lot of money, two slots gone unless they can resell tomorrow.
Surely they would rather them keep the money for a January appointment (when they would likely be quieter anyway) than us ask for a refund which judging by the terms we are entitled to? I'm also booked in another 2 weeks myself, if they don't agree to carrying his appointment over I'll just cancel all of my future appointments and go elsewhere. They even called me yesterday asking me to go in earlier due to a cancellation which I agreed to.
OP posts:
Original poster
mummyh2016 · 29/12/2021 12:03

@RealMermaid

Honestly I'd think you should just suck it up. Is it great? No. But at the moment are they probably struggling with massive numbers of last minute cancellations for the exact same thing? Yes. You have paid for a time slot to be reserved for you, which they have done, and it's now too late for them to rebook it. It's noone's fault but I don't think they're being unreasonable in expecting to be paid for it.
Okay I'll suck it up, I'll cancel my future appointments though and go elsewhere, as will DH. We might lose £50 but it will be the last £50 they'll get out of us. I even agreed to change my appointment yesterday to help them out due to another cancellation.
OP posts:
Shiningpath · 29/12/2021 12:07

I think they’re being overly strict on this given you’re a regular customer. I’ve had to call off similar appointments at quite short notice a few times due to Covid symptoms. Every one has taken the view that they would rather I was up front and didn’t come in and spread illness to staff and other customers so have been really flexible. At worst they’ve charged but booked me in at a later date. Have you been absolutely clear you are after the appointment at a later date or could there be crossed wires?

SmolCat · 29/12/2021 12:09

It depends on how much you want them/how good they are.

I wouldn’t suck it up before reminding them that you actually did give them 24hrs+ notice as requested by their ts&cs at time of booking.

If they still kick up a fuss then offer to pay half as a gesture of goodwill.

If they continue to kick up a fuss then do as you say and cancel all appointments with them.

DobbyTheHouseElk · 29/12/2021 12:09

Why would they be quieter in January?

gogohm · 29/12/2021 12:15

Personally I would do a second lft and go if negative. I've had 3 colds with cough so far this autumn/winter none covid

wtfisgoingonhere21 · 29/12/2021 12:18

I have not charged one client or taken their deposit if they've cancelled due to covid symptoms op

Yes it's been a really rough hard time for small business like this one however I really couldn't take deposits in that way and then not use it against the next appt if cancelled due to covid.

More clients will be lost if that keeps happening.

It's been a shitty time for everyone

SNUG2022 · 29/12/2021 12:18

I would tell them it's going against government guidance. I wouldn't use them again.

Original poster
mummyh2016 · 29/12/2021 12:18

@DobbyTheHouseElk

Why would they be quieter in January?
I used to work in the industry, January tends to be quieter for the same reason as hospitality tends to be, people have had appointments before xmas and come January have no money to go and treat themselves. We always used to have offers on in January to get people through the door and judging by the fb group for the salon they are doing the same.
OP posts:
Busybee5000 · 29/12/2021 12:23

All of our beauty places and hairdressers round here have been strict with no refund. Their reasoning being that they don't get paid if we don't turn up.

Tulips21 · 29/12/2021 12:23

Id do another lft and if neg, id go.
If they have an issue..
Youve tried to be resonable.
I would either insist they move the appt or get refund ...if niether given, I'd let them know you will be taking it further.
They are being unreasonable here

StepAwayFromGoogling · 29/12/2021 12:24

Write back to them and say LFT is negative, you can't arrange a PCR test in time, so he'll still come in for his appointment then. Or point out the 24 hour notice period in the T&Cs of the original booking.

Ohmygodyesthatsit · 29/12/2021 12:39

Have you screenshotted and sent to them that it says 24 hrs notice? Maybe they accidentally sent you old t&cs which is their problem not yours. I personally would feel miffed if i was a regular who hadnt messed them about before.
Also if you have given the required notice it doesn't actually matter why you are cancelling none of their business.

Original poster
mummyh2016 · 29/12/2021 12:40

@Ohmygodyesthatsit

Have you screenshotted and sent to them that it says 24 hrs notice? Maybe they accidentally sent you old t&cs which is their problem not yours. I personally would feel miffed if i was a regular who hadnt messed them about before. Also if you have given the required notice it doesn't actually matter why you are cancelling none of their business.
I have yes, I haven't heard anything back since but they don't open until 2pm so I'll call at 2 if I don't hear back.
OP posts:
OnceuponaRainbow18 · 29/12/2021 12:42

Couldn’t you have gone instead?

DobbyTheHouseElk · 29/12/2021 12:45

If you worked in the industry you will know why cancellation policies are in place.

I too am a Beauty Therapist and have to disagree with you. January is just as busy as any month because people come in regularly whatever the time of year. Terrible assumption to make.

Getyourjinglebellsinarow · 29/12/2021 12:45

If they won't accept that you followed the terms and conditions they sent you then reply telling them to cancel all your future appointments. They'll probably see its better to rearrange his

Forgothowmuchlhatehomeschoolin · 29/12/2021 12:47

I would be taking my custom elsewhere too OP.

Original poster
mummyh2016 · 29/12/2021 12:53

@DobbyTheHouseElk

If you worked in the industry you will know why cancellation policies are in place.

I too am a Beauty Therapist and have to disagree with you. January is just as busy as any month because people come in regularly whatever the time of year. Terrible assumption to make.

A 24 hour cancellation policy yes which we were told about. They can't just turn around when I've given them 25 hours notice to say actually they've changed it to 48 hours even though I have an email that was sent 2 days ago stating 24. They can have whatever cancellation policy they want but if clients aren't told about it, and instead are notified of a different policy I don't think I'm being unreasonable to be pissed off about it. What is your cancellation policy for your clients?
OP posts: