Reply on Sound Stone Massage Spa
We are sorry and disappointed that you did not enjoy your Face & Body session 4 months ago (Nov. 21, 2009) which was a birthday gift from your husband. Our Client Intake form, which you signed, contains these 2 sentences. "I understand that the massage/bodywork I receive is provided for the basic purpose of relaxation and relief of muscular tension. If I experience any pain or discomfort during this session, or prefer a different technique, I will immediately inform the therapist so that the pressure and/or strokes may be adjusted to my level of comfort." Had the therapist known of your dissatisfaction, alternatives could have been offered.
Yes, we are located in a mall that, despite it's age is very well maintained and has been going thru an exciting metamorphosis turning into a cultural "ArtSpace" thanks to new forward thinking owners. In fact, the mall was just awarded the prestigious MAXI Award by the International Council of Shopping Centers (ICSC) for its efforts. The Crestwood Court plaza is safe with 24-hour security, super clean, has a 1/2-mile indoor walking circuit popular with hundreds seeking exercise. Plus, there are 4 live theatre groups, 5 dance studios, art galleries, classes in magic, jewelry, ceramics, 2 indoor play areas for kids, plus 2 major restaurants, AMC movie theatre and several national chain stores (Sears, The Limited, Gap, Foot Locker and more.) We absolutely LOVE the eclectic, small village atmosphere that is taking place.
When your husband called to make the appointment he was informed that we were in the middle of major renovation construction and suggested he book your appointment later in December. However, he seemed insistent that your appointment not be delayed. The new drywall and doors were installed the day before your appointment and the therapist apologized for the unfinished, gray-papered look. We were only using one of the rooms, thus seeing clients one-by-one with a skeleton staff of 2. The service selected does include a settling-in, transition time at the beginning with very warm steam towels.
Regarding the music - it is the same music that has been used for more than 10 years with more than 6000 people because it simply works. These 30 to 60 minute long tracks were created in a recording studio where the musicians monitored a test-subject's vital signs - blood pressure, brain-wave patterns, respiration, heartbeat etc. so the recorded music could be calibrated to induce soothing, deep states of relaxation to specific levels. The music is gentle, calming with smooth transitions. In over 10 years there has only been 4 people who asked it to be turned off. Had you requested silence we would have obliged....although it would be like attending a Broadway musical and requesting no music, just talking.
It is customary at the end of a service for the therapist to immediately go to the staff room to scrub the forearms and hands as required by health codes and state law. This typically takes about 4 to 5 minutes and clients typically take 5 to 10 minutes to get dressed and leave the room. When the therapist returned to the room and reception area you had vanished and did not stay to be checked out. In summation, it seemed your spouse perhaps wanted you to have the 2-hour service more than you did. He very much wanted you to enjoy this service and we should not have accepted your booking 2 weeks after we moved to this new location, without proper reception area furniture, staff and in the middle of a major renovation. We apologize to him and to you for our miss-judgment.
March 30, 2010