Here’s the English translation of the response:

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Dear Petit,

Thank you for your feedback. We would like to clarify how we handle appointments, especially during busy periods such as the holidays.

In the past, you have unfortunately been late for appointments on multiple occasions. To avoid any issues, we sent an email to all our customers before the holiday season, asking them to arrive 10 minutes prior to their scheduled appointment to ensure our schedule runs smoothly and that every customer receives the attention and time they deserve.

When booking, you select your own appointment time; we do not assign it for you. If a customer arrives late, it is unfortunately not possible to perform a full treatment within a shortened timeframe. We allocate specific time slots for each treatment to maintain our quality standards. Therefore, we cannot make exceptions, as this would also affect other customers' appointments.

Regarding your payment via Treatwell: as stated in our general booking terms, which you agreed to when making the booking, the payment and cancellation policies are clearly outlined. Additionally, you had the option to book directly through our website.

We understand that it can be frustrating to miss an appointment, but we strive to provide fair and professional service to all our customers. We hope for your understanding and look forward to welcoming you to our salon on time for a future appointment.

Kind regards,
The Nail Guys Team