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When I showed up for my appointment at 4pm on Saturday, apparently there was a problem with my booking. Whether this was because I had only made it at midnight the night before online, or whether it was the online booking system I don't know. On Saturday morning, I had received both a reminder email and my confirmation email, and when I didn't get a call from anyone to rearrange, I assumed my 4pm appointment was fine. However, when I showed up at 4pm, they told me there were no appointments at 4pm - as there was only one stylist there and he was already with another customer. At first I was really disappointed thinking I would either have to rearrange or get a refund and go somewhere else - I didn't want to do either at 4pm on a Sat afternoon 2hrs before my date! When the stylist (Mitko), saw the disappointment on my face, even though he was there all on his own and the mix-up was completely out of his control, he assured me he would look after me and managed to squeeze me in. I didn't want to make a big fuss about the mix-up or force Mitko to squeeze me in unwillingly, in case he would do a bad job out of spite. BUT he was the complete opposite! Albeit the mix-up and squeezing me in, Mitko took his time and did a great job on my hair. Now that is customer service! Thank You Mitko :) - the date went well ;)