I rarely leave negative reviews, but I feel obligated to share this experience so others know what…read morehappened to us.
My husband booked a couples massage and facial with Mary Lynn Massage & Day Spa for our anniversary. He booked directly with the owner, Mary Lynn, and we were charged the full amount at the time of booking, before any services were provided.
We arrived 15 minutes early for our 3:00 PM appointment only to be told by the front desk that we did not have an appointment. She explained that she was the only person in the building, so no one was available to provide our services. After calling the owner, Mary Lynn apologized but offered no explanation for how this happened. She said she would send someone over, and our appointment didn't begin until about 3:30 PM.
Unfortunately, the experience continued to go downhill. During the massage, my husband had a runny nose. Rather than offering a tissue, the massage therapist unrolled toilet paper from a roll and handed that to him. At that point, we decided we no longer felt comfortable continuing with the appointment.
We requested a refund for the portion of the services we did not receive. We had paid nearly $800 for two massages and two facials, yet we left after only receiving part of the services. Mary Lynn refused to issue any refund. Instead, she dismissed our concerns, suggested we "must have been stressed before we came in," and said that handing someone toilet paper instead of a tissue "wasn't a big deal."
Everyone is entitled to make a mistake, and if this review were only about a scheduling error, I probably wouldn't be writing it. What was most disappointing was how the situation was handled afterward. There was no meaningful accountability, no effort to make things right, and no willingness to provide even a partial refund for services we did not receive.
We chose this spa to celebrate our anniversary. Instead, it became one of the most disappointing customer service experiences we've ever had.
I cannot recommend this business based on our experience.