I think it's fair to say that we all have our good days and bad days, and we can't be expected to be performing at the very highest levels 100% of the time.
When it comes to us as punters, if we're not having a good day, we generally don't go and punt. Fairly obvious.
In an ideal world, the same would apply to service providers - if they're not having a good day, then they should cancel whatever appointments they have left and/or reschedule them to another day. However, the real world isn't like that because there is financial reward involved. If service providers cancel, they lose out, and any time money is involved the options and decision making normally gets a bit skewed.
It is a shame that Madlin Moon did not take the opportunity to be upfront and honest about her desire to work the day B&G visited. If she had, then none of this bad press would have ensued. B&G would, I hope, accept the apology, understand that some days just don't work out, and he would probably have arranged for another day and not mentioned much about it at all in the public domain.
In the event, Madlin Moon accepted the booking and proceeded with it, to the point where B&G decides to walk as it wasn't working out properly. At this point, Madlin had the final option of returning the money and calling it quits for the day. Given this didn't happen, or at least it wasn't made clear that the money was being returned, then of course it leaves a bitter pill to swallow and B&G is well within his right to make comment about his experience.
It is however one negative review amongst a plethora of positives. Does one bad experience mean that every experience thereafter shall be the same? Not in the slightest. And the same can be said the other way round - just because there are a plethora of positives doesn't negate the possibility of a negative, as evidenced here.
I, for one, will approach Madlin Moon with caveat emptor - buyer beware. We are all punters, and a punt will be variable regardless of the reputation of the service provider. I will probably give her that punt if and when our schedules match. I want to find out for myself, out of curiosity more than anything else. And in the meantime, if Madlin Moon (and other providers) can learn something from this saga about how to manage customer's expectations, then we will ALL be better off.