The appointment provider selected in advance on the app (which is great) was requested by someone else. The franchise manager, Jeff, made it "right" by offering his "best therapist" after a series of back and forth calls/messages. While very nice, Lisa, my therapist could not have been "the" best therapist. She left the room not once, but twice; I've never had that in all my decades of regular body work; didn't address certain key areas of the body; technique was weird; positioning, etc; didn't ask about the pressure or other standard questions. She spent a good amount of time, however; but maybe that was to make up for leaving during? She was asking for a time-off request when I was leaving so I hope she wasn't sick. At the front desk, Valentina was again, nice but 1st said I could use my voucher, then I couldn't, then I couldn't use my card on file, then I could, then I couldn't for the tip but then... then I had to remind her to charge my card, then said I only had "1" massage left on my 12 massage package (I've USED 1)... it took an extraordinary amount of time to check-out. I heard her say on the phone she was 'new' and I think she was overwhelmed. I left this appointment confused and hoping that it was going to be my "regular" place when I travel to Miami.