I have been a member for several years. Overall I really enjoy the spa and the services. This week I had a massage with a new therapist to me. She talked throughout, even though I didn't respond many times. I didn't feel like I could say anything as what she was talking about was an accident she had been in. Additionally, even after several requests for more firm pressure, it was still light. Lastly, I had requested time on my neck and shoulders which was fairly minimal and she didn't work on my arms or hands at all. She was a lovely person. maybe just an off night?