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I had booked an Environ facial but asked to have a treatment done with a special Environ machine thats supposed to be a better option - for a small extra cost. Unfortunately the receptionist had forgotten to inform the therapist, and the therapist did not have a machine available. She wasn't very helpful and at the reception I was told that unfortunately we would have to reschedule the appointment which was very inconvenient for me as it took me a while to get there. I then got to speak to the manager which was very helpful, she offered me a different treatment (and better) she would do it herself. In the end, I was very happy with my treatment, it was just the prior hour long wait that annoyed me. I understand that mistakes happen sometimes and might give it another go sometime as I was happy with my facial.