My appt. was at 4 pm, but I was not seen until 4:30 pm because the previous appt. was late. The esthetician did apologize, however, the person behind the counter (I'm guessing the owner, who spoke no English,) was hostile when I inquired as to the procedure for late appts. I will never go to this place again, nor will I recommend it to any of my friends or family members.