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Have you gone to the salon? There may well be a notice about the cancellation fees hanging on the wall. It may not be on the gift certificate, but might actually be posted somewhere. All Salons I worked for had this same policy. This is usually because the girls are paid via commission, and losing a spa package (usually 2-4 hours) is a lot of money.
I would also suggest re-wording your letter slightly.... Put the focus on the policy breach more, and less on the owner. People get defensive when threatened or told they are wrong.
"I would ask that you put yourself into my situation. Nowhere on the gift certificate, or on your website does it mention the cancellation policy or the no refund policy. I am sure you can clearly see how one could get confused and upset when these matters are "sprung upon" them. While I was on the the phone with someone from your spa, I felt as though my concerns and miss-understanding were being dismissed. I am sure the staff member was just busy, and not trying to be rude or indifferent. This gift certificate was given to me by my husband as he thought I would enjoy the services your spa provides. I am hoping that we can work out this miss-understanding to both of our best interests. I look forward to hearing from you soon to resolve this unfortunate situation."
That being said, even if you do not want to have the services because of her abruptness and rudeness on the phone, They may have products in the store you could purchase. You might not want to be pampered by this business, but if you need shampoo/make-up/hairspray anyway..... at least you are getting some of you hubby's well earned money in products.
When you are ready to get pampered, I would suggest calling a mobile spa service. As a mobile business, I was much more lenient with cancellations, as I did not have the overhead of the salon itself to worry about.
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