I have been going to TOT for years and have been extremely happy with the massages I have received. The decor is beautiful and I have always felt welcomed and invited. I don't know where the change has occurred, but I have not been happy with my last few massages and even more unhappy from the response of the owner who was very curt and defensive on the phone with me when I called to explain a recent unhappy visit. Once she finally listened to my complaint, she said that I had reason to be upset and would address the issue with the masseuse. It upset me that she wouldn't listen to my complaint at first and instead was more defensive instead of hearing me out. Even though she *did* finally hear me out and agreed that what had happened was wrong and it would be addressed, the experience with how the owner handled it left a bad taste in my mouth. I felt more like I was being looked bad upon because I had a bad experience I was sharing, rather than a valued customer who had been coming for years who had a real complaint. Because of it, TOT has lost my business and I will be looking elsewhere to get my massages. Elements is right around the corner and while the decor is not quite as pretty, I always feel valued when I visit there.