On 10/13/20, I called to see if they had same day availability for a couples massage. We were happy to find out they did, were given pricing over the phone and told the mask requirements for the massage (must be worn at all times other than when face down on the table). We understood, agreed to their COVID policy and arrived the required 10 min. before our appointment. As we approached the suite, there was a sign pointing to the bathroom that said to wash hands before entering, which we did.
Once inside we were greeted by 2 women, Brianna and Marilynn. I don't remember who was who, but the taller of the two asked us to fill out forms, which we did while we continued to chat. During the small talk, she mentioned at least 3 separate times the bathroom outside until my husband finally said "We know it's there. We saw the sign on the way in and already washed our hands." To which she replied "OH THANK YOU!" dramatically like she was extremely relieved. Then she told us that before we proceeded with the massage "we should sit down and discuss the serious situation we were in and the risks."
She proceeded to tell us we were taking on a risk of being exposed to COVID by receiving a massage since we would be in close contact for an extended period of time. Both my husband and I understood the risks, were ok with them, and plainly told her as much (not to mention we had already read/agreed to the COVID policy before arriving as was required). She then continued, making it clear she seemed uncomfortable with the idea of giving a massage and came across as actively trying to talk us out of it. She stated "I'm not even sure why we're open right now. We're currently a red zone and last time we were a red zone we were closed down. But we're open now, and I don't know why. Both of you could have COVID. We could have COVID. We just don't know." This was followed by her asking if we could be in different rooms. We agreed, even though this wasn't what we came in for and I followed the taller woman into her room. She told me to undress and lie face down on the table under the sheets and she would knock before coming in, as is standard practice.
The table was directly in front of an uncovered window overlooking the parking lot. I had to undress in the corner of the room, watch through the window to make sure no one was in the parking lot, and then hurry to get under the sheets because it did not appear that there was tint on the window and there was a clear view into the room from the parking lot.
Once she came in, she asked me questions that made it clear she didn't read the form I had just filled out and had her mind somewhere else. She had just started rubbing my shoulders when she said "You'll have to remind me how long of a massage you booked." I told her the 75 minute one, but actually meant to do the 90 minute, and if they had the additional time we wouldn't mind paying for the additional 15 minutes. She responded by saying "I could, but I'd have to go make a call." I told her it was ok, it was my mistake, so not to go out of her way because I didn't want to inconvenience her. She then went on to say that "The longer we're in the room together the higher the risk is, so it's better that we're not around each other any longer than we have to be." Just moments after this, she suddenly stopped the massage, almost like she was spooked, and said "Oh, I need to get you a mask for when you turn over." I then told her that I already had a mask on (which you could easily tell), and she once again responded in a dramatic manner like she was completely relieved. Now, wearing a mask while face down on a massage table is completely uncomfortable. I did not have to do this, and didn't want to . . . but I did it because after the conversation in the lobby, I could tell it was going to make her more comfortable.
The massage that followed was one of the worst massages I've ever had. Her hands were icy and she didn't bother to even try and warm up what little lotion she used either, which wasn't much. She had no music playing at all, except for 1/2 way through the massage when she realized she forgot to turn on the radio and turned the radio on extremely loudly which obviously surprised her so she turned it off just as quickly. The entire experience was awkward, uncomfortable and made me feel like I was an unwelcome imposition that she was afraid to be around for fear of the virus.
Now I'm not saying that COVID shouldn't be taken seriously, but if you are so extremely worried about contracting the virus at work that you try to talk clients out of your service, then why even come into work? I'm sure there were other therapists available who would have been happy to come in, and if not, then all you had to do was tell me you couldn't accommodate me.
**UPDATE 11/19/20: I was contacted by the owners who apologized and were extremely professional. They provided a refund for my massage. read more