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I rang the day before my appt to reschedule as the snow was very heavy, given that I had to give 24 hrs cancellation notice, but was told I could leave my appt as is and ring the following day if I had problems getting in. When I called the following morning I was told that my appt was non-refundable and that if I couldn't make it I would forfeit my voucher. A bit off considering it was the heaviest day of snowfall and very limited transport running at all, and it was a Saturday. Plus I also called the day before to check and they had numerous cancellations that day too. Anyway, I rescheduled my appt for later that afternoon and after a 3 1/2 hr trek to South Ken, I finally made it, albiet 10 minutes late still. My therapist Penny was lovely and the facial was a real treat, particularly after the trek I had getting in. The products were lovely and my skin certainly did look cleaner and radiant after my treatment. One thing that did put a dampener on my treatment was the fact that the handbasin which is situated in the treatment room was continually used by the therapist which isn't very relaxing hearing the tap go on and off all the time. But I did have a lovely facial and head massage by the therapist which more than met my expectations. I also bought some of the products which were used as a Xmas treat for myself and the receptionist also gave me a complimentary express facial voucher as well which was a nice touch. The customer service at this establishment is excellent as well. Overall a very pleasing experience.