I tried scheduling an appointment online and receive an error. I called the location and advised that I wanted to see if the appointment request went through since I received an error and was advised that scheduling online usually does not work and it is best to call in for an appointment. The receptionist said she booked my appointment which by this time was in a 1/2 hour, which is not an issue for me since I live 5 minutes away. I arrived for my appointment and the receptionist checked me in and said to take a seat they would be right with me. After about 15 minute after my appointment the mgr came out to advise they could not contact the therapist and would need to reschedule. The mgr advised she would only charge the introductory rate and provide a free upgrade from the selection. I arrived for my massage and selected the hot stone upgrade, and was taken back for my massage. Half way through my massage I asked the therapist if the hot stone treatment was separate, @ the end or should he be doing during the massage. He said he was not aware that I was supposed to get the treatment. He finished with the hot stones and advised I would not be charged, (well, I was already not to be charged). Otherwise the massage therapist did a great job.