Shama Thai Massage — Attraction in Burlingame

I don't normally post reviews but had a such bad experience I feel compelled to share. Be CAUTIOUS of any packages you sign up for and be wary of the front desk receptionist who answers the phone. She was rude during check out, impatient about clarifying questions prices, and in a rush to take payment because she wanted to go home. My husband's back has been hurting all week and my daughter's neck and shoulders were in pain so I decided to book the 3 of us massages. Each of us was interested in different services (husband - deep tissue, daughter - neck & shoulders, me - hot stone). The website can accept multiple massages on 1 reservation if booking the same type of massage but requires individual registrations for different types so I decided to book by phone instead of making 3 online reservations. The receptionist was willing to book 3 massages and I asked about the 3-pack and 5-pack. She said I couldn't use the 3-pack on the same visit but never answered how many I could use. She said I could use the 5-pack on the same visit and have 2 more visits for the future. She wanted payment on the phone but I said I would pay onsite. My husband liked his deep tissue but I had a mediocre at best hot stone and our daughter had a below average neck and shoulder massage. At checkout, after asking 3 times in person, she finally said we can apply 2 massages to the 3-session package. Then all of a sudden the receptionist said the hot stone and head & shoulders don't apply to the package, all after the fact. I would have booked just a deep tissue if this was disclosed. I get that hot stone is more elaborate with stones but I'm baffled why a neck & shoulders won't apply to a standard package. We ended up paying full price for all 3 and left with a headache. Next time I'll go to Project Zen...

For months I had been meaning to stop by, it being in the neighborhood and having discovered Thai massage on a recent vacation, but always too busy. It took recovering from a bad ankle sprain and walking on by while I was stretching it out to go on in without an appointment and ask if they could help. I was past the worst if it: The ankle just needed loosening out and stretching with care, and while it still looked bruised and swollen it was also itching like crazy underneath the skin. Puyi behind the desk understood having also had an ankle injury, and recommended the Thai Aroma. While my ankle wanted attention, I realized how much a week of RICE had knotted up everything else when Daranee worked through all the tight tissue, reaching down with firm resistance like water until the tension broke. Plus, Daranee was especially careful with the ankle, applying enough pull to be effective while easing off at what she read as true discomfort. Plus, the herbal (eucalyptus?) oil Puyi gave me afterward felt great rubbing into the skin after a day of wearing an ACE bandage. Wonderful, long-put-off visit. Excellent and professional service from this neighborhood gem, and...

Update: the owner contacted me and apologized for the situation. They provided a full refund as well.

Charged 50% for an appointment that I did not cancel. I scheduled an appointment online and was contacted to see if I could arrive early. I agreed and was in route when I got another call stating the therapist had to suddenly leave. I simply asked for a refund and was told I had to pay a 50% cancellation fee. I explained that I did not cancel and was told when I book online the system creates issues with their day and will schedule you with someone who is not working.

I was told that it’s policy and that there are other appointments available so by not taking one, I was canceling. This does not make sense as my original appointment time is not available, the second appointment is not available, yet I have to pay a 50% cancellation fee.

Everyone should be very cautious...