They're always able to answer simple questions over the phone. I call them and we schedule a time to meet. I've had several massages there and I've only had to wait once. They put in the extra effort to make me feel valued and important. The massages are always very relaxing massages and satisfying. It was such a fantastic experience. I always think, afterward, "Yes! I'm a human being again!" I wish I could do it every week. They would never suggest that I buy something that wasn't necessary, and never pressured me. They were always very considerate and professional. Never had any concerns for their place being unclean.