I was running late and called them up to say so, they were very accommodating. I got there five mins late but then had to wait another 15. Fair enough as I was late to begin with. My therapist took me into the waxing room which was clean. I thought I was getting hot wax but she said melted wax was better. She was very quick and fairly thorough. On second glance the next day there were some stray hairs but nothing some tweezers won't fix. She was very friendly and made sure I was comfortable and that it didn't hurt too much.