I booked & usually it takes 1hr to get groomed.When I got there they said though it takes 1hr I was looking at a 4+hr wait- a staff had not come in. I said I'ld have to rebook b/c I was on a tight timeline that day. They said if I rebook I would have to pay a fine of 50% of a session cost. So I confirmed that "even though your staff is not in & this delay is of something out of my control I would have to pay a penality-for your error?" & they said "Yes, I can go ask but the owner will make you."