To start, compassion that things come up, especially when you have kids. I arrived 45 minutes late due to a family emergency and I understood that would mean that my time would be cut short, however, they did not even attempt to work in any portion of the 60 minute stretch that was scheduled at the beginning of the session and then the 90 minute massage was more along the lines of 75 minutes total. I indicated deep muscle pressure and and the pressure was modest to say the least. The technician was friendly but at some point in conversation mentioned about a family member who had recently been murdered, which I assume was due to her comfort level with me and that is fine, but not exactly a topic to discuss in a setting that is supposed to be stress relieving. I asked if I would get any of the stretch portion and she did that I had missed the entire appointment, which I had not. There was not one other person in the establishment so it was not as if they did not have staff or availability. Upon check out I was asked if I wanted to rebook and I assumed that meant the stretch portion that I had unfortunately missed out on. She then went in to tell me that it would be an additional charge at the time of that booking. Overall, for over $300, I was not leaving there renewed, relaxed, or tempted to return. I will never set foot in another massage envy again and will take my business to a much less expensive and more efficient smaller spa that appreciates the clients as more than an appointment and a number and more like a true client. They were more worried about trying to make more money than ensure that I was happy with the experience I had on that day. The services received were subpar to those I have received in smaller family run spas and I definitely regret every penny spent of the more than $300 I spent yesterday. Completely dissatisfied.