Nature Thai Massage & Spa BTS Asoke

I had a very disappointing experience regarding this shop’s cancellation and refund policy. On February 27, I booked a 7:00 PM massage for the following day and was required to make full payment in advance (1,840 THB for 90 min) by credit card. I chose this shop mainly because it is very close to my hotel and convenient. In fact, there are many other massage shops within a 5–10 minute walk that offer similar or better services at lower prices. The following morning at 10:00 AM, when the shop opened, I went in person to request a cancellation because it was my last day in Thailand and I needed to adjust my schedule before leaving. The appointment was still 9 hours away. I was told that credit card payments cannot be refunded the next day, and that only same-day cancellations are eligible for refund when paid by card. I was also told that if I had paid in cash, a refund would have been possible. This difference in policy depending on payment method was never clearly explained to me at the time of booking. The confirmation form states that “deposit payment in advance is not refundable.” However, I was required to pay the full amount, not a partial deposit. The use of the word “deposit” is misleading when 100% of the service fee is collected in advance. There was also no written indication that refund rules differ depending on the payment method. From a customer’s perspective, this lack of clarity feels unfair and insufficiently transparent. What was most disappointing was the complete lack of effort to find a reasonable solution. The staff and manager (Ms. Niracha- she ia rather rude and didn't willing to listen to me) repeatedly insisted that a refund was absolutely impossible, without showing flexibility or willingness to consider the circumstances. It felt like there was no attempt to resolve the issue from a customer-oriented perspective. The situation escalated to the point where I had to call the police. The officer who arrived was polite, professional, and clearly made an effort to remain fair and neutral while mediating the discussion. After the mediation, the shop’s attitude noticeably changed, and a voucher usable at another branch was offered. This suggested that some form of compromise had been possible from the beginning. The entire process, including repeated discussions and police mediation, took nearly three hours of my last day in Thailand. It was extremely frustrating to spend such valuable travel time dealing with a situation that could have been resolved more reasonably from the beginning. In the end, I accepted the voucher as the only available option, although I would have preferred a refund. I strongly recommend that the shop clearly explain its cancellation and refund policies in advance, especially when requiring full prepayment.

a month ago