Simply Massage — Local services in Avon

It pains me to write a bad review as a past loyal and local customer, but I am honestly shocked at the customer service I last received. It is unfortunately causing me to look elsewhere for massages in the future, and I want to warn others.

I recently had arranged a massage for my dad, who was visiting from out of town and was having back pain. Without hesitation, I pulled up Simply Massage's phone number from my phone because both myself and my mom (who is also from out of town and recommended by me to Simply Massage) have gone to their Glenwood Springs location so much in the past. It had been a little over a year since I had last visited Simply in Glenwood, but I was always happy with their service in the past. When I called and booked the appointment, they had all of my info, including my CC, on file, and just said "we look forward to seeing you tomorrow and please keep in mind our cancellation policy of four hours before the appt." This was not going to be an issue because we had no intention of canceling. The next day, my dad excitedly drove to the Glenwood location to get his massage. Ten minutes before scheduled time, he was calling me asking if he was in the right place. I assured him he was, but then he called me five min later saying they were apparently closed down in Glenwood. This was a shock to me, and I was surprised that it was never mentioned over the phone when I booked as they knew I was always a Glenwood customer. Even more shocking was that they told my dad they were going to charge me anyway because I was outside of the four-hour cancellation policy. I immediately called them in case they didn't understand that it was a mistake on both of our ends (me I suppose for not researching, though again I just called them from my phone because there was no one else I thought to call as a loyal customer!!) and them for not once mentioning they were permanently in Avon now. The customer service rep I talked to was nice, but said her manager was unfortunately unmoving in her decision to charge me. Two minutes later, my card was charged the full amount for the missed massage. This was salt in the wound for my dad wasting his time for two days to wait for this particular massage at a trusted facility.

All of this was made worse by the actions of the manager, or rather the complete lack thereof. I asked the initial customer service rep for the manager's email to once again explain the situation (she couldn't even offer half for their partial mistake?) and after three days of hearing nothing, I called Simply back to make sure I had the right email. Apparently the manager, Elise, had two different emails, so I gave her the benefit of the doubt and forwarded my email to the second one. Again patiently waited three days, with still no word. I tried the contact form, and crazily that kept giving an error as an online glitch, so I couldn't even reach her through that. At this point I disputed my credit card and made the decision to write this review.

I'd like to point out that their website says "We strive to be a positive part of our community and continue to be the locals’ spot for wellness." I would have liked to see them stand by this, and am severely disappointed that no one even bothered to reach out to me after two attempts. This was unfortunately some of the worst customer service I've experienced anywhere in the area, and I vow to continue steering everyone I can to another spa and...

I have waited a little over a year to write this, I was on a walk with a friend and recalled my experience with a prenatal massage. I arrived so excited, and ready to relax. I was 6 months pregnant and had booked a prenatal massage. Upon arriving my therapist said “oh prenatal?” And just shoved a bunch of pillows around me. I asked if she had the donut pillow with the hole in the middle, she said “there won’t be time for that” I should have just left right then and there. The prior massage I had while pregnant was great and that pillow made a huge difference. The massage continued as I was being told how to breathe, maybe she had never been pregnant? I could barely breathe in general 🤣. I’ve been to simply many times over the years and have never been so bummed to leave a massage in my life! I talked to the receptionist before leaving to make sure I had in fact booked a prenatal, I had, She said to speak to a manager and they’ll most likely reimburse me or credit a massage for the future, as the therapist was not prepared for what I had booked. I called the next day, and was told that “different therapists use different methods” She did not know/wasn’t prepared for prenatal and when I said something she said “ we don’t have time for that” a little different than “different methods”. I was a little dumbfounded after that call. Now I have negative feelings for Simply Massage. Pregnant ladies don’t get to...

Ya’ll. I don’t even want to tell you how amazing Lisa is because I want her all to myself. As someone with chronic lower back pain, I’ve had a lot of massages. Like, one every 2 weeks - a month for my entire life. I’ve had massages of all kinds in over 20 states. I have never. Never. Had someone heal me the way Lisa does. I was almost ready to give up on massage therapy. This woman is a miracle worker. And I don’t say that lightly. She actually listened to my problem and went to work addressing the root causes instead of just temporary surface fixes which I felt like was the only thing I ever got from other therapists. She is so incredibly knowledgeable and always willing to explain exactly what she’s doing, why, and how it helps (I love being involved and learning). Your body is so interconnected and it’s amazing the realizations you can come to learning from her. Chronic pain takes years to build up and so you’re never going to fix it in just one session but I swear to you I’ve only been 3 times and I’m already starting to feel like a new person. It’s therapeutic, it’s educational, it’s more progress than I’ve seen in countless years of physical therapy and massage. I want to sing her praises from the Vail mountain tops but I don’t want her to get so booked that I can’t see her haha she’s changing my life. And I’m sure she can...