I waited in the room for 20 minutes before anyone came in. I also had a facial today, which was terrible and felt very rushed. I had a restless night of trying to fall asleep due to my back muscles being so sore. The massage therapist said he had a hard hand and in the beginning of the massage I asked if he could go with less pressure, it was still very hard pressure and I was visibly not relaxed or enjoying my massage mid way through I asked again if he could use less pressure and again it was as if he was taking all his frustrations out on my back. I have had many massages over the years and I have to say I have never been in so much pain after one. And I would suggest that if good customer service is something you value, you may want to think twice before making an appointment here I am very disappointed and unfortunately will not be returning. Maybe some people won’t care about these kinds of issues and will think it won’t happen to them, but this massage was all I had to look forward to all week and what I experienced today with the staff was a letdown, an embarrassment when I said I couldn’t pay the $260, and a really deep-rooted issue with their customer service. I was nice about it and didn’t push the issue on the phone, but the more I think about it, the more appalled I am. The manager had to interrupt her in the middle of speaking because she was clearly having a hard time explaining the simplest of details. Not only did they double the price, but the girl on the phone sounded like she was falling asleep and disoriented and was extremely difficult to get any information out of. They would not honor the discounted Groupon rate for a couples massage either because I am a returning customer, even though my significant other is a new client and they messed up my booking (which was all backed up by text, so it was clear they made a mistake). They told me I was given the price for a singles massage and that the revised rate would be $260.

I requested a couples massage and they quoted me $130 knowing that I was not a new client, but when they called me the day of the appointment to “confirm some details,” everything changed. Where to begin? Nobody answered the phone to help me set up an appointment, which was fine because they have a text line to do so which was convenient enough.

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