Lack of communication

Extremely disappointed with the communication and customer service I experienced today.

I made my appointment through the WhatsApp booking portal, as I have done previously. When I arrived at 10:00, I was informed that my stylist was unavailable due to a family emergency. This is completely understandable, and my frustration is in no way directed at the stylist.

My issue is the lack of communication and how the situation was handled. I was told reception had called me 58 minutes earlier, checking my call log, I found one missed call from an unknown number, with no follow-up call and no WhatsApp message, despite my booking having been made through that very platform.

A single missed call from an unknown number is not sufficient communication when a client has an appointment booked. What frustrated me further was the way this was presented, as though one unsuccessful call meant the salon had done its part and the inconvenience was now mine to deal with.

I was left arriving for an appointment I expected to go ahead, with no proper notice to make alternative arrangements. Now I am stuck needing my hair done by a stylist I have previously had an unsatisfactory experience with.

Emergencies happen, and I have every understanding of that. However, a simple WhatsApp message could have prevented this entire situation. I expected better communication, consideration for my time, and accountability. Unfortunately, today's experience has left me highly dissatisfied.