I am posting an update that might be useful for others.
I received a Yelp message and wanted to share it: "Laura, we are sorry to hear of your prior experience. The Massage Heights Westgate retreat is under new ownership. We hope you consider a return visit someday. John E."
I am very glad to hear of the new ownership. I really hope that this solves the customer service issues that folks had with the old regime.
I raised my star rating to 2 as I appreciate FINALLY being contacted from someone in the organization. Not sure that I will make a return visit anytime soon as I have found a great massage salon that I am happy with.