Edinburgh bannatynes

II bought a spa treatment for my wife as a surprise . She went online and chose her day and treatments. She then took note of the details and left to go to the gym. When she arrived there she was asked for her details which she duly gave in full. She was then asked to show the email. She was not able to get a signal in the area so she went outside to see if it would improve. During this time she was called by a member of staff telling her to hurry up or she was going to forfeit her treatment. The staff member was very short and rude to her when she tried to explain and my wife felt embarrassed. She then left without her treatments that I had paid for.

1. Why could she not have her treatments when she all the details?
2. Why was she treated so badly by the staff?

I would definitely not recommend any Bannatynes gym as they obviously hire staff with the same manner and attitude as the owner.