Therapist got sick and had to stop my 90 min massage after 20 min and they think its appropriate to only offer a free 30 min for the "uncomfortable situation". Feel like you should do what it takes to make client happy when you screw up but apparently they don't agree. Here's the story: Had a girlfriend in town for NY so we scheduled 90 min relaxing massages at the round rock location. Everything started fine-we were promptly greeted and given a foot soak while we filled out paperwork. Went in with my therapist and appropriately discussed my desired outcome for the massage. She gets started and about 20 min in she has to suddenly excuse herself from the room. She comes back shortly to start again and for the most part she was doing a decent job-little sporadic but I'm trusting what she is doing. About 5 min go by and she has to excuse herself again. I wait. I wait some more. And I wait some more getting uncomfortable by the minute. Finally, after a good 10 min wait, a guy that I hadn't met comes in the room while I'm laying their completely undressed, which was slightly awkward and uncomfortable. He tells me she is pregnant and got sick and won't be able to finish my massage. I feel bad for her and completely understand. He says I can either wait for my friend to finish and then her therapist will finish mine or they will offer a mani or pedi while I wait. I explain I don't want to make my friend sit for an hour and wait, which is why I booked them at the same time and I ask if I can just get a voucher to come back another day. He says sure so I get dressed and just wait totally bummed I didn't get my massage I desperately needed. Stuff happens and I understand but still sux. Friend finishes and we go down to check out. He says I have to pay for the thirty min that I actually received. Didn't really receive a full thirty min but I can deal with paying for what I got. Ask them how to get my certificate for the hour massage they were going to comp for the situation and am told that I don't get a free hour, but only a free 30 min. Are you serious??? I scheduled 90 min for a reason and I merely got a teaser. I think given the circumstances I should have been comped the hour I didn't get since that's what I scheduled in the first place. I'm not going to come back for a 30 min massage and then pay for the rest. While I understand, I set this up for us to have a girls days and am put in a very awkward and uncomfortable position and you think merely giving a free 30 min makes up for this. Needless to say, I won't waste my time going back there. I have worked in service a long time and when you screw up, whether valid or not, you should bend over backwards to make it right. I will go back to spa reveil in the Domain bc they are awesome and would do the right thing if that happened there and do whatever it took to make it better for me. It boils down to the principle of the fact that my day was completely a bust. Totally sux. Has I only scheduled an hour then the free thirty min would be fine, but when I specifically schedule the 90 then that's what you do. Not happy and will not waste my time. So, if you go and don't have a sick therapist I'm sure it will be fine, but if you want someone to take care of you when they screw up then this isn't the place. read more