No etiquette at all

I have booked a massage for 90mins as a gift for my father. My appointment was at 6pm and asked to be there 15mins before my appointment time,which my father did, only for them to start his session at 6:15pm with no apology whatsoever.His session was till 7:30pm but ended at 7:25 which means they ****** my father from 20mins of his session. Luckily I told my father check the time they start with him and check the time when they end. I reported this to the receptionist because the manager was not in. I was told that they will have the manager contact me the next day which was Sunday the 17th of April. It is the 22nd of April and I still haven't received any form of communication from the manager. I am so disappointed in your services Casuarina Wellness centre V&A waterfront