Unfortunately, we do have a 24 hr cancellation policy that you agreed to when you sign your intake forms. We also send out a reminder before the 24 hrs & reiterate our cancellation policy. We are pretty understanding if something would come up, like being sick or an accident, etc, but in this case, there wasn't anything that gave us that impression. Thanks!
Sorry you didn't see the (Mask required) next to your service provider's name when booking the appointment as the other two therapist do not have that next to theirs. You could have had your massage done face down the whole time, if you didn't want to wear one while being face up, but you didn't want to have that further conversation as you walked out.
I am sorry you feel this way! We try to go above and beyond for each person who walks through our door. Please feel free to email us at info@simplymassagetoledo.com to tell us about your experience and how we could fix this issue.