On January 31, 2015, my friends and I were in Aura Spa & Salon to celebrate a life event. The idea was to put together a nice spa day for my friend that was pregnant. Our combined scheduled services were two pedicures, reflexology, massage, and facial. The friend that was pregnant was going to have the facial and a pedicure. As luck would have it, my pregnant friend went into labor on spa day, thus making her a no show. My other friend and I still came into the spa that day to receive our services and for the most part enjoyed our time there. I did have to wait at least twenty minutes after my friend was called in for her massage before I was called for my pedicure. However, I was not going to hold that against the spa because the staff was so nice and I wanted to enjoy my day. Upon leaving, I was charged the 50% cancellation fee (which equaled to about $70) for the services of my pregnant friend because she was not cancelled within the allotted time frame. At the time, I was a little shocked and somewhat upset about this turn of events, but I went ahead and agreed to the charges because arguing about this would totally reverse the effects of spa day. After taking a few days to think about it, I realized I needed to voice my opinion on the subject. It is in my opinion that I should not have been charged for this cancellation because this was a medical event that we had no control over. The cancellation policy at the spa is flawed and should take into consideration medical emergencies. If additional documentation is needed, then the spa should request that and it would be provided. Overall, this has marred my experience with Aura spa and I believe that the call to charge the fee was poor judgment and ultimately bad customer service. I understand the need for a cancellation policy and realize that this was strictly a business decision. However, I needed to express my opinion about the decision and share my experience with others. I truly feel like this was not the right decision and in the end the spa has lost three customers as we are looking for other establishments to cater to our spa days from now on. I have accepted the final decision and will take this as a learning experience. It is my hope that the spa will revisit their cancellation policy so that future customers would not be impacted in a similar way.