All of the staff were lovely and it was a very calming environment from the start. My therapist took time to understand my preferences for a massage and any areas of concern, something that is often done half-heartedly. The massage was very firm and I definitely felt much better afterwards! My only complaint is the massage bed which I think needs replacing. The hole where you put your head is incredibly firm and my forehead was sore and red after the massage. There was a pillow available but this put me in the wrong position for my massage so I opted out.