Friendly and relaxed the staff make sure you are looked after including offering some yummy drinks/snacks (better than your usual water/tea/coffee!). A busy place though not disturbingly so, and strangely you can even (sometimes) call on the day and get an appointment. I was made to feel welcome as well as relax, and ended with a great new style and colour.....next I'll be trying the beauty treatments including their 2 hour "beauty indulgence" which sounds wonderful