On Feb 12, 2009 I tried to cancel a massage appointment for Feb 13, 2009 three hours outside of the 24 hour cancellation policy due to just finding out that I had lost my job. I was not trying to cancel for some frivolous reason, but because a massage is too extravagant an expense when unemployed. Instead of understanding the extenuating circumstances and keeping my business for the future, the person I talked to (she would not give her name) insisted on charging me $19.50. I ended keeping the appointment to avoid a dispute over that charge, but this behavior is completely unethical and every potential customer should know how this company operates. My future business could have been saved as well as the business of all the people I could have referred to this day spa. On top of the bad judgment of this company, the person who answered the phone refused to give her name. That is childish and unprofessional. In addition to losing my business forever, this complaint will be on record and I will tell everyone I can find about their behavior. It's not just this business that is losing money over immature behavior, it is also the massage therapist who is losing out. I will be sure she knows about it during our appointment.