Today I scheduled a last-minute massage appointment for 4:30 PM with Naan. Normally I request Annie, but she is currently on vacation and often fully booked. I have only had Annie two to three times, but I really enjoyed her massages. However I usually just take whoever is available and I happened to ask for Naan. I usually come to Abbot Massage with my mom, as it's something we like to do together, but this time I came by myself for the first time. About 30 minutes into the massage, Naan asked me to turn over. As soon as I turned onto my back and she lifted the sheet, she began telling me--very abruptly--that this would be the last time she would ever massage me. She claimed that I had previously tipped her "$8" and said she would not massage me again. Although she did not yell, her tone was rude and confrontational. The timing also made the situation extremely uncomfortable because she chose to say this while I was lying exposed on the table. I was confused and tried to lift my head to understand what she was saying, but she pushed my head back down several times and told me she would finish the massage for today but that I should not request her again. After I was finally able to sit up and cover myself with the sheet, I told her that I had never tipped her $8. She insisted that I did and said she remembered me because I usually come with my mom, who always sees Em as her massage therapist. I repeated that I did not remember tipping her $8, but she continued insisting that I had and repeated that this would be the last time she would massage me. At that point, after being argued with, pushed back down on the table, and spoken to rudely, I told her I wanted to stop the massage. She then tried to stop me and told me it was okay, that she would finish the massage, and that we still had time left. By that point, I was already caught off guard and upset, so I decided to leave. I went to the front desk immediately and explained to the receptionist what had happened. I also explained that my mom and I are repeat customers and often visit together.
The suggested tip range at the spa is $20-$30. My mom and I usually tip between $11-$13, which may be below the suggested range but is still a significant tip considering the cost of the massage itself. Tipping is a courtesy, not a requirement, and many people do not tip at all. Besides, we have had no issue in the past by the way we tip and have consistently gone back to the same massage therapists without any issue. I told the receptionist that I was willing to pay for the portion of the massage I received, but that I did not think it was fair to be charged the full amount since what I just experienced and I was only 30 mins into the massage. She apologized and said she did not know why Naan would say that and told me that I did not have to pay for my massage and that she would talk to her. It's unfortunate because it is difficult to find a decent massage place nearby, and my mom really likes this location. The owner, Em, as well as Annie and several other therapists like Tina and M, have always been kind and professional. However, after this experience, we will not be returning.
If Naan truly remembered me and had an issue with a previous tip, she should have declined the appointment from the beginning rather than confronting me halfway through the massage and creating such an uncomfortable situation and trying to push me back down. Her behavior during the session was completely unprofessional and inappropriate. Not to mention why she would think I would want to continue with my massage after what just happened. If I actually did end up tipping her "$8" before, I can understand why I did after what I just experienced but if I really didn't like her massage, I would've definitely remembered not to ask for her again. I would've also asked for a refund or made a complaint about her last time and not have tipped her at all instead of tipping her $8. If you have Naan as your massage therapist, you better make sure you tip her well or else this will happen to you. read more