I cannot speak to all Massage Envy locations but 2 in Las Vegas do not honor booked appts.
Rock Springs had the worst attitude of all and their bad behavior happened first. (Meaning, I gave Massage Envy another try at another location and had the same problem!) Having booked an appt. 3-4 weeks in advance, I arrived to be told that I could wait a half hour as my appt was moved by them one half hour later to accommodate their tardiness (they had been training and got behind was their story).
Then I tried Boca Park. I made 2 appts to use up credits– a massage and a facial. Again, upon arriving, they say and admit they saw my booking but didn’t have a room. To their credit, after only a half hour of my time spent there, they claim they willl issue refund. BUt it doesn’t really make me whole. I scheduled my free time (I have very little of it each week) around the appointments and they don’t seem to mind that you spent time on the phone making the appt., called to confirm, drove there, had to wait for the managers to return from the bank to talk about the problem, and then wait for the manager to study her computer and write a letter about the refund (at my request to show my credit card company).
After 2 locations showing indiffernence to customer’s time, I must say I will never return to Massage Envy.