I booked a ClassPass appointment for 10:30 and, after receiving an email the night before asking me to arrive 15 minutes early, travelled ninety minutes to the clinic only to be told on arrival that the appointment had been cancelled; Lauren then texted to confirm she had cancelled it and, when I asked what time the cancellation was sent, ignored the questio...
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I booked a ClassPass appointment for 10:30 and, after receiving an email the night before asking me to arrive 15 minutes early, travelled ninety minutes to the clinic only to be told on arrival that the appointment had been cancelled; Lauren then texted to confirm she had cancelled it and, when I asked what time the cancellation was sent, ignored the question—later admitting she had been at A&E from 06:00 after injuring her hand falling down an escalator but only cancelling at approximately 09:25. An injury may be “out of her control,” as she repeatedly insisted, but the decision to delay notification was entirely within her control and it had real consequences: I lost time, travel expense and paid leave because I honoured a confirmed booking. The clinic’s response was evasive and indifferent. Reception ignored direct questions and made flippant remarks while I was still processing the disruption. Lauren offered two so‑called remedies that did not redress my loss: a ClassPass rearrangement after my membership expired the next day, which I could not use, and a £125 credit to book directly with her—presented as a “discount” yet still more expensive than ClassPass and effectively a way to extract additional payment rather than compensate for the harm caused. An apology was given, but it was perfunctory and unaccompanied by any meaningful remedy or sincere acknowledgement of the inconvenience inflicted. A clinician who cancels at short notice has a professional duty to notify patients promptly, accept responsibility for the consequences of their choices, and offer practical redress; waiting hours to cancel, failing to communicate in time to prevent travel, ignoring questions about the timing of the cancellation, and offering only options that shift the burden back to the patient are unprofessional and ethically troubling. If this is how Lauren responds when something is plainly her fault, imagine the risk if a treatment had not gone to plan. I would not recommend booking with her to anyone who expects basic professional standards, accountability and respect for patients’ time.
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