Why Knot Massage & Wellness Calgary

I was coming in from out of town and wanted to book a massage after getting off the plane. I booked that morning, then my flight was delayed. As soon as I found out, I called to let the receptionist know or try to move my appointment later. There wasn’t any availability with the same therapist. I was still hopeful that I’d be able to make it for at least part of the massage, so she said she’d pass it on to the therapist that I might be a little late. My flight had more delays and I wasn’t able to make it, so I booked with another therapist later on. The receptionist said they wouldn’t charge me the cancellation fee since it was circumstances out of my control, which I appreciated. When I finally got off the plane, I had a lot of time to wait so I passed some time at a nearby coffee shop, then went to the clinic a little early. When I arrived, no one was at the desk to greet me, but I heard someone talking in the back about the client who no showed and really screwed up her day. She was warning my therapist about me! I had half a mind to walk out and pay the cancellation fee, but instead I shouted to the back that, “hey! That was me! Sorry!” She came out, and I apologized and said it was due to a flight delay and if it was that inconvenient I would pay the fee. She said it’s ok, but she was visibly annoyed. I know everyone has bad days, but I feel like she handled the situation really unprofessionally. I stayed for my massage, but after all the stress of the morning (other personal things were going on as well), I got into the treatment room and burst into tears. The whole experience was really terrible, and I’m only giving the 3 stars because the lady who massaged me was really sweet (Marianne I believe?) and the receptionist I talked to was very reasonable and understanding about waiving the cancel fee. But overall I found the experience unprofessional and not very client-focussed and I will definitely not return.