Response from the owner - a month ago
We're so sorry this circumstance put such a damper on your vacation!
When you called us shortly before your massage to let us know that you had purchased the wrong package, we were heartbroken for you. Thankfully, there was still time for you to drive the short distance to the spa to enjoy your scheduled massage (which we had emailed you the confirmation and directions to 4 days earlier).
We were quite surprised when you chose to not use your massage, especially since we were very clear that we could not provide a refund if you missed it. The cancellation terms were clearly outlined in the confirmation email; not in the fine print, but as the 3rd line of the entire message.
The reason the massage company does not allow cancellations within 24 hours is due to the therapist scheduling. Two massage therapists sat in the empty spa room expecting to be giving an amazing couples' massage, and we stand behind the massage company's policy to ensure that they were compensated for their time. We were quite taken aback by your threats to leave us bad reviews online if we wouldn't cover this cost for you!
We are happy that you loved the cabin, and that your review is not about our property but rather about the missed massage. This is the first time this sort of confusion has ever happened in over 5 years of offering this package. We will take this opportunity to review our website and see if we can make it any more clear for future guests.
We hope you were able to enjoy the rest of your vacation in the Asheville area, despite this circumstance!