Despicable hospitality at The Sugar Hotel

I am shocked tan appalled by the treatment at the Steam on main spa. The Hotel manager Mr Oncemore managed a sensitive situation with such inhumanity , I am still reeling. I also feel Hyperli should consider who they allow onto their platform. I bought a voucher and made a booking. Due to unforeseen circumstances I had to postpone because a family member fell ill and died. I emailed The night before and then called and spoke to someone at the spa who said it was fine to postpone. Only to receive and email later stating that I forfeited the massage because I did not cancel 24hrs before. I cannot believe that in an industry such as theirs not only was leniency not exercised , but rudeness and inhumanity. Mr Oncemore definitely is in the wrong profession. He should not be dealing with people at all. His vile behaviour and manner of speaking after I already sent emails explaining the situation is unacceptable.