Di La Bella Salon and Spa

Initial Business Response / [redacted] (1000, 5, 2017/06/02) */ When the bride originally booked the appointment the times were between 9-9-for the bridesmaids and 10-for the brides hair and 12-for her makeupWhen the deposit was put down she was told it would go towards her hair and makeup on her wedding day as long as she kept all her appointments and that it was non refundable The bride called the day before her wedding to inform us she and one bridesmaid were not getting their makeup doneWe then offered the bride to come in at for her hair so we would have hours instead of just the She agreed and we told her to have her, one hair, and one makeup to come in at The other to come in at She then asked if that would be enough time to be out of the salon between 1-1:We said yes, that we are booked from 9-for the partyThe makeup artist had an additional hour just to be sure everyone looked perfect At 9am arrived(bridesmaids and the mother of the groom), we asked where the bride wasThe mother of the groom called and left a messageShe also called and spoke to someone and asked them to knock on the brides hotel room to call usWe also left a messageThe stylist took no other clients waiting for the brideA little after 10am, her original appointment time, we left another messageIt would have been understandable had the bride showed up at her original appointment time or called us back at all and we could have tried to accommodate herEven at 11am we were still trying to figure out how we could still do her hair At 11:am the bride and another bridesmaid showed upWe apologized and said we could not accommodate the bride as she was hours lateWe let them know we could still do the bridesmaids makeupThey demanded to be serviced or refundedWe apologized and said that the deposit is not refundableThe manager then got involved and the bride and bridesmaid started yelling, cussing, and told the manager to shut upThe manager told them they need to calm down and to not speak to him that wayThey made a few phone calls and then left We are a family owned small businessWe care about our clientsThis has never happened before and we try to be very accommodating but at noon the brides stylist had other clients to attend to as the brides original hair appointment was 10-She canceled her makeup appointment the day before which was 12-and with our makeup artist, not the hair stylist It was never mentioned on either end that the $would hold an entire salon/staff for hoursFor each bridal party that books with us, a deposit is required to book out those time slots and financially protects us from no shows and missed appointmentsHad the bride showed up for her appointment we would have used the deposit towards the cost of her hairWe only had the makeup artist available from 9-which is why we still offered her makeup services when they showed up at 11:but the hair appointment was from either 9-or 10-Therefore, the deposit does not get refunded due to the fact not all of the bridal party showed up on time to receive services during their scheduled appointment times

Initial Business Response /* (1000, 5, 2017/06/02) */
When the bride originally booked the appointment the times were between 9-2. 9-12 for the bridesmaids and 10-12 for the brides hair and 12-2 for her makeup. When the deposit was put down she was told it would go towards her hair and makeup on...

her wedding day as long as she kept all her appointments and that it was non refundable.
The bride called the day before her wedding to inform us she and one bridesmaid were not getting their makeup done. We then offered the bride to come in at 9 for her hair so we would have 3 hours instead of just the 2. She agreed and we told her to have her, one hair, and one makeup to come in at 9. The other 2 to come in at 10. She then asked if that would be enough time to be out of the salon between 1-1:30. We said yes, that we are booked from 9-1 for the party. The makeup artist had an additional hour just to be sure everyone looked perfect.
At 9am 3 arrived(2 bridesmaids and the mother of the groom), we asked where the bride was. The mother of the groom called and left a message. She also called and spoke to someone and asked them to knock on the brides hotel room to call us. We also left a message. The stylist took no other clients waiting for the bride. A little after 10am, her original appointment time, we left another message. It would have been understandable had the bride showed up at her original appointment time or called us back at all and we could have tried to accommodate her. Even at 11am we were still trying to figure out how we could still do her hair.
At 11:50 am the bride and another bridesmaid showed up. We apologized and said we could not accommodate the bride as she was 3 hours late. We let them know we could still do the bridesmaids makeup. They demanded to be serviced or refunded. We apologized and said that the deposit is not refundable. The manager then got involved and the bride and bridesmaid started yelling, cussing, and told the manager to shut up. The manager told them they need to calm down and to not speak to him that way. They made a few phone calls and then left.
We are a family owned small business. We care about our clients. This has never happened before and we try to be very accommodating but at noon the brides stylist had other clients to attend to as the brides original hair appointment was 10-12. She canceled her makeup appointment the day before which was 12-2 and with our makeup artist, not the hair stylist.
It was never mentioned on either end that the $100 would hold an entire salon/staff for 4 hours. For each bridal party that books with us, a deposit is required to book out those time slots and financially protects us from no shows and missed appointments. Had the bride showed up for her appointment we would have used the deposit towards the cost of her hair. We only had the makeup artist available from 9-1 which is why we still offered her makeup services when they showed up at 11:50 but the hair appointment was from either 9-12 or 10-12. Therefore, the deposit does not get refunded due to the fact not all of the bridal party showed up on time to receive services during their scheduled appointment times.