Non-Member Ghosted at Hush (follow up)

otawawebconsulting · May 4, 2026

I posted on the weekend about how I showed up to see Sonia, and waited in the room for 20 minutes before deciding to leave because she didn’t show. Later, I messaged her on X and she replied the next day saying something came up and she had to cancel and apologized. Maybe something came up that’s important but being proactive might have been nice; I’m not bent too much over that.

Someone replied to my original post (here) and said maybe I should have reached out to management and a good story could have come from it. Good idea so I deleted that original thread.

So, I did call on Friday (twice, hours apart) and the person answering didn’t have any answers or ideas on how to make things better from it. To be thorough I also emailed Hush asking about this, just asking if they could explain the situation. It’s been three days now, so I’ll say yeah, I was ghosted.

It was my first time at Hush and it’s not a great experience.

smartdick · May 4, 2026

No use.... its getting worst ! the admin also with attitude !! The owner Vicky was good but not anymore.

MaverickPunter · May 4, 2026

Have been going to Hush since inception and more regularly over the past month. Zero issues.

Find it best to communicate with the MA beforehand and book through the online portal. Sometimes MAs aren't on site due to scheduling misunderstandings or whatever reason, but it's fairly easy to tell when that happens & engage proactive procedures

A quick text, call or dm to the spa confirms whether the MA is on site before going over. Proceed accordingly.

Worst-case case scenario ( hasn't happened to me) is you're on site and the MA isn't there. Use your mobile to communicate or walk to reception.

Usually there's a couple of other beautiful ladies available, or other options nearby. Do your research & have a backup plan.

That goes for spas, agencies, indies, etc. Be proactive, flexible, punctual, hygienic, polite & you'll do fine.

TigerFlex5 · May 4, 2026

otawawebconsulting said:
I posted on the weekend about how I showed up to see Sonia, and waited in the room for 20 minutes before deciding to leave because she didn’t show. Later, I messaged her on X and she replied the next day saying something came up and she had to cancel and apologized. Maybe something came up that’s important but being proactive might have been nice; I’m not bent too much over that.

Someone replied to my original post (here) and said maybe I should have reached out to management and a good story could have come from it. Good idea so I deleted that original thread.

So, I did call on Friday (twice, hours apart) and the person answering didn’t have any answers or ideas on how to make things better from it. To be thorough I also emailed Hush asking about this, just asking if they could explain the situation. It’s been three days now, so I’ll say yeah, I was ghosted.

It was my first time at Hush and it’s not a great experience.

Ok, so Sonia replied to you the next day, apologized... That's a good start from her!
But then, what? Did she offered you another session or she just messaged you and said "Sorry buddy, something came up, ciao" ?

otawawebconsulting · May 5, 2026

TigerFlex5 said:
Ok, so Sonia replied to you the next day, apologized... That's a good start from her!
But then, what? Did she offered you another session or she just messaged you and said "Sorry buddy, something came up, ciao" ?

I messaged her twice, and she apologized the next day. Did not offer to re-book and never heard from her again. End of conversation.

otawawebconsulting · May 5, 2026

MaverickPunter said:
Have been going to Hush since inception and more regularly over the past month. Zero issues.

Find it best to communicate with the MA beforehand and book through the online portal. Sometimes MAs aren't on site due to scheduling misunderstandings or whatever reason, but it's fairly easy to tell when that happens & engage proactive procedures

A quick text, call or dm to the spa confirms whether the MA is on site before going over. Proceed accordingly.

Worst-case case scenario ( hasn't happened to me) is you're on site and the MA isn't there. Use your mobile to communicate or walk to reception.

Usually there's a couple of other beautiful ladies available, or other options nearby. Do your research & have a backup plan.

That goes for spas, agencies, indies, etc. Be proactive, flexible, punctual, hygienic, polite & you'll do fine.

Yeah I did talk to the staff on my way out and they didn't offer an answer. I was kind of like, "ok so that's it I guess I'll leave". Silence. Later I called the spa and asked if they knew what happened and they had no answer. So I emailed figuring that would go to management and still they have never replied to this day.

I'm well aware there are other options in the area. Free time for someone in my position is extremely rare and this is a service industry. Making a booking, waiting for someone who never came and didn't let me know until I reached out more than once, and an absent management is not great for a new client.

otawawebconsulting · May 5, 2026

This is a review board and I'm providing my experience with a business. I have received zero response from this business after many days.

I don't need anything from anyone, but yeah this wasn't a good experience and I'm sharing on a board specifically designed for this purpose.

guy112233 · May 5, 2026

Last time in I had an appointment issue at Hush they gave me a discount next session. That was over a year ago. Maybe procedures have changed.

I'm sure we all had to leave work early for some reason. Life happens and you have to go.

It is also possible she recognized you from somewhere and decided to avoid a situation.

MaverickPunter · May 5, 2026

otawawebconsulting said:
You're missing the point. I didn't get ANY explanation and I tried contacting them several times. Not explanation from the provider, from management. Yes the provider apologized but didn't communicate past that. Didn't say hey let's re-book, etc.

Sir ...

Imo you're blowing things out of proportion. You're dealing with a spa, not Microsoft. There's no 24/7 customer service dept waiting for calls, emails, dms etc. Life throws us curve balls and we need to adapt.

Agree with Casanova that it's better to regroup, rebook & enjoy another session, and even more sessions. Sometimes the glitches are a unifying event that makes for conversation & appreciation for happy endings

Sometimes stuff happens during bookings, sessions etc but there's no point in coming on TERB and trauma-dumping about minor issues. You'll need to be more proactive, flexible & less sensitive to have success & satisfaction on multiple visits.

otawawebconsulting · May 5, 2026

MaverickPunter said:
Sir ...

Imo you're blowing things out of proportion. You're dealing with a spa, not Microsoft. There's no 24/7 customer service dept waiting for calls, emails, dms etc. Life throws us curve balls and we need to adapt.

Agree with Casanova that it's better to regroup, rebook & enjoy another session, and even more sessions. Sometimes the glitches are a unifying event that makes for conversation & appreciation for happy endings

Sometimes stuff happens during bookings, sessions etc but there's no point in coming on TERB and trauma-dumping about minor issues. Not very manly imo. You'll need to be more proactive, flexible & less sensitive to have success & satisfaction on multiple visits l.

Am happy to see Esme posting on TERB. She's beautiful, feisty & a great MA. Might not agree with everything she says but will promote her right to say it

I know it's a small business, which is why I waited several days to post with a follow up.

richaceg · May 5, 2026

Casanova50 said:
what is the desired outcome here? I hear your frustration, but it’s not clear what you expect. The MA already seems to have made a genuine attempt to apologize, and this appears as a one off since no one else is expressing similar experiences. You decided to delete the original thread to deal with this in a more suitable way, yet came back to reignite it again.

- do you expect some sort of compensation (discount or similar)
- do you expect a specific response from the spa to acknowledge your bad experience and at publicly stating this to apply pressure on them?
- do you just need a place to vent about this without an idea of a resolution?

I’m struggling to understand here because, it does appear to be something of a one-off. This MA appears to have a good reputation, and the club itself too. There’s a difference between being burnt by unfortunate circumstances vs deliberate lack of care and unprofessional service (or worse).

Sometimes the universe conspires against you. You move on. But I may be missing something indicating it’s more systemic than misfortune, misfortune being what it sounds like. Not trying to white-knight here, but this feels a bit unfair to an MA who for all know, had something major happen to them. You are asking for empathy, are you offering it too?

First of all, I don't even know if hush is a "one off" situation....a bad experience is a bad experience...even if it is in fact a "one off" we don't share just good reviews here...OP deleted his original post to give them a chance and it seems it wasn't still handled well.... You won't get this type of treatment from Flirt or Premier or Elevate VP...

guy112233 · May 5, 2026

otawawebconsulting said:
You're missing the point. I didn't get ANY explanation and I tried contacting them several times. Not explanation from the provider, from management. Yes the provider apologized but didn't communicate past that. Didn't say hey let's re-book, etc.

If she didn't suggest rebooking then don't see her and you should try someone else.

I've had appointment issues also. They apologize and that is it. As to why she had to leave. What do you want to know like her grandmother fell down the stairs.

maurice93 · May 5, 2026

richaceg said:
First of all, I don't even know if hush is a "one off" situation....a bad experience is a bad experience...even if it is in fact a "one off" we don't share just good reviews here...OP deleted his original post to give them a chance and it seems it wasn't still handled well.... You won't get this type of treatment from Flirt or Premier or Elevate VP...

In general the Ottawa board especially for massage places, has somewhat more of a "gatekeeper" vibe than you will see on the Toronto massage forum. Not that I fully agree with it.

The OP did get an apology from Sonia, so there was some part of a response which is sufficient. To the OP - if you want to see Sonia again, just ask her (and accept the response or non response)

It perhaps would have been nice for Hush to have sent him a message or perhaps a small discount on a future session since he showed up and there was no session (assuming of course he was not an ass in communicating with them).

maurice93 · May 5, 2026

guy112233 said:
If she didn't suggest rebooking then don't see her and you should try someone else.

I wouldn't automatically assume that. If she didn't want to see him, she probably wouldn't have even apologized. Just ask (and accept the response or non response).

vicki · May 5, 2026

otawawebconsulting said:
I know it's a small business, which is why I waited several days to post with a follow up.

I want to clarify the situation while also acknowledging the experience shared here.

This booking was arranged directly through a hostess and outside of our membership booking flow. At the time, our admin team had not yet been made aware of the provider’s emergency, so there wasn’t clear information available in the moment. Full clarification came afterward.

The provider did reach out the following day to apologize, as this was due to an unexpected personal emergency.

I understand that showing up and waiting without communication is frustrating — that’s not the experience we want anyone to have.

This isn’t a common occurrence. Situations like this are exactly why we have a structured membership system in place ... it allows us to manage bookings properly and take care of members when something goes wrong.

When issues do happen within that system, they are handled and compensated appropriately.

BywardGuy · May 5, 2026

vicki said:
I want to clarify the situation while also acknowledging the experience shared here.

This booking was arranged directly through a hostess and outside of our membership booking flow. At the time, our admin team had not yet been made aware of the provider’s emergency, so there wasn’t clear information available in the moment. Full clarification came afterward.

The provider did reach out the following day to apologize, as this was due to an unexpected personal emergency.

I understand that showing up and waiting without communication is frustrating — that’s not the experience we want anyone to have.

This isn’t a common occurrence. Situations like this are exactly why we have a structured membership system in place ... it allows us to manage bookings properly and take care of members when something goes wrong.

When issues do happen within that system, they are handled and compensated appropriately.

Hush has been a great place for many years. Location, cleanliness, booking etc. had the most kind and popular MAs. A lot of new staff in the last 6-8 months. It’s not uncommon for friction or competition when there are that many new staff competing for time with clients. Hope it sorts itself out. Management and admin had always been top shelf in the past. Had a couple of issues in the past with parties but still maintained quality service. Hope it works out.

otawawebconsulting · May 5, 2026

guy112233 said:
If she didn't suggest rebooking then don't see her and you should try someone else.

I've had appointment issues also. They apologize and that is it. As to why she had to leave. What do you want to know like her grandmother fell down the stairs.

I never indicated I was asking about why she no-showed. I'm providing my review of a business where management never replied to my messages, telling them this happened. It's good business and customer care to at least reply.

otawawebconsulting · May 5, 2026

maurice93 said:
In general the Ottawa board especially for massage places, has somewhat more of a "gatekeeper" vibe than you will see on the Toronto massage forum. Not that I fully agree with it.

The OP did get an apology from Sonia, so there was some part of a response which is sufficient. To the OP - if you want to see Sonia again, just ask her (and accept the response or non response)

It perhaps would have been nice for Hush to have sent him a message or perhaps a small discount on a future session since he showed up and there was no session (assuming of course he was not an ass in communicating with them).

If you can't tell already from my posts, I'm a pretty polite individual. My message was neutral and unassuming, yet I have no response.

otawawebconsulting · May 5, 2026

vicki said:
I want to clarify the situation while also acknowledging the experience shared here.

This booking was arranged directly through a hostess and outside of our membership booking flow. At the time, our admin team had not yet been made aware of the provider’s emergency, so there wasn’t clear information available in the moment. Full clarification came afterward.

The provider did reach out the following day to apologize, as this was due to an unexpected personal emergency.

I understand that showing up and waiting without communication is frustrating — that’s not the experience we want anyone to have.

This isn’t a common occurrence. Situations like this are exactly why we have a structured membership system in place ... it allows us to manage bookings properly and take care of members when something goes wrong.

When issues do happen within that system, they are handled and compensated appropriately.

I see that you have responded to my email about this. Just so you're aware, I booked with Sonia only after calling and emailing asking how I can try out Hush before becoming a member. With no response, I messaged her directly and she told me she put me in the system. As a prospective customer that's all I should know about it. I'm not sure my email would have been answered if this thread didn't get attention.

vicki · May 5, 2026

otawawebconsulting said:
I see that you have responded to my email about this. Just so you're aware, I booked with Sonia only after calling and emailing asking how I can try out Hush before becoming a member. With no response, I messaged her directly and she told me she put me in the system. As a prospective customer that's all I should know about it. I'm not sure my email would have been answered if this thread didn't get attention.

your original email on April 27 asking how to book without becoming a member was replied to personally within 10 minutes. You were advised then that non-members could not pre-book and were welcome to attend as a walk-in.

The later appointment was arranged separately as a guest, outside of our booking process. The issue that followed was due to an unexpected provider emergency, not a lack of response to your email.

I do apologize that you had a poor first experience.

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