I rarely leave negative reviews, but this experience was so outrageous I feel compelled to warn others. We booked a 30-minute session for 6:00 PM and paid £65, which is not cheap. Due to traffic delays that were completely outside of our control, we informed the owner that we would be around 10 minutes late — and that’s when everything went downhill. We were told that because of our delay, we would only get 5 minutes in the room. Bear in mind: • The website and confirmation email did not state that arriving early was mandatory • There was no mention of penalties for minor delays • And no flexibility offered, despite a later slot being available When we finally arrived, we were told we’d only get 3 minutes, which is frankly insulting. I explained the delay was unavoidable, and I expected some understanding. Instead, I was met with shocking rudeness and a complete lack of empathy. The owner told me it was entirely my fault, refused to offer a refund, and insisted that to rebook I’d have to pay an extra 50%. The attitude and tone in the messages were completely unprofessional and dismissive — I was honestly stunned. As a business owner myself, I understand that things can go wrong and people can be late. That’s part of running a customer-facing business. What matters is how you handle it — and this business failed completely. What made it worse is that another couple we spoke to had a 5:30 PM booking and were told to come back 45 minutes later because the business was running behind — yet we were given no grace period at all. This was a completely disorganised and poorly managed experience. It’s not even about the money at this point — it’s the lack of professionalism, inflexibility, and disrespectful customer service that shocked me most. Avoid this place. They don’t value your time, your money, or your experience.
