Appointment was at 10 am, arrived 10-15 minutes early. The massage therapists came in well after 10:15. Okay, I am trying to go to a massage to relax so I didn't make a big deal amount it but then when they called my "name" they called me by someone else's name, and switched my massage therapist so I didn't get the one I had originally signed up with. The massage was good but I was in the facial room with lots of equipment around. The bathroom tissue paper wasn't soft and they didn't have fresh hand soap it was water added to the bottle because they ran out or were to lazy to replace it. I know this isn't the Ritz but little things do matter. I could easily go somewhere else and have been thinking of canceling my membership. Also, I didn't get full 50 minutes that I paid for.