Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not fully meet your expectations. We would like to clarify a few points for transparency. Your review was submitted over a week after your appointment, and none of the concerns mentioned were raised with our team on the day. Had they been, we would have welcomed the opportunity to address them immediately and ensure your comfort throughout the service. During the treatment, our therapists noted that you declined having your hair brushed, explaining that your hair was fragile. As a result, the full Japanese Head Spa experience could not be carried out as intended as they had to try and adapt the usual treatment process for you to be extra gentle with your hair, meaning some tools and brushing techniques could not be carried out. Additionally, frequent use of your phone, replying to emails and removal of the eye flannel during the service can impact the overall effectiveness and relaxation of the treatment. Please be assured that all hairbrushes and tools are thoroughly cleaned and sanitised after every client. If any products had been running low or were unsuitable, our team would have replaced them immediately had this been brought to our attention. We are committed to maintaining a high standard of service and genuinely value constructive feedback. If you would like to discuss your experience further, we encourage you to contact us directly