An Open Letter to My Massage Clients (And Anyone Thinking of Booking)

29th July 2025

A note on respect, responsibility, and why things are changing.

Hi there,

First off, I want to thank the many of you who show up.

Who respect the time we’ve booked, honour the policies I’ve set, and treat me — and this work — with professionalism and kindness.

You are the reason I’ve kept going as long as I have, and I don’t take you for granted.

But.

There’s another side to this business. A side that exhausts me, that challenges me on a daily basis, but more often than not - is unavoidable on so many levels. 

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And if you’re reading this because you’re thinking about booking an appointment, it’s only fair that I’m upfront about what’s been happening and what I won’t tolerate anymore.

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No-shows. Late cancellations. Last-minute excuses.

It’s become far too common. Someone books.

They don’t turn up. No message. No apology. Or they cancel with a quick “Sorry, I’ve been called into work” an hour before — as if I haven’t held that time especially for them.

Yes, I do have a waiting list.

But more often than not, the notice comes too late to fill the slot — and that hour, that space I’ve held, goes completely unused.

This is a small, independent business. I don’t have a receptionist, I don’t double-book, and I don’t overfill the day. Each appointment is your time — and my income. Every no-show, or last-minute cancellation is money lost and my time wasted. In the last week alone I have lost over £300 in revenue for people who just couldn't be bothered to cancel/show up. 

So yes, there are now clear and strict policies in place.

They’re not there to be harsh.

They’re there because respect works both ways.

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From here forward:

✅ If you cancel within 24 hours, you will be charged in full — no exceptions.

✅ New clients must pay a deposit to secure a session (if I cannot validate your details).

✅ All bookings must be made in good faith — if you’re unsure, I ask you not to book.

✅ If you no-show, it's game over. 

✅ If you’re genuine and respectful, you’re always welcome.

There’s a new agreement section at the end of the booking form to make this crystal clear. This isn’t to scare anyone off — it’s to protect the space and energy I bring to every client who’s serious about this work.

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This isn’t just massage — it’s my livelihood. I don't have an endless pot of cash to replace lost income from those who cannot afford me some respect. 

I love what I do. And I’m proud of the care I give.

But I’m also building something beyond this — and every no-show, late message, or half-hearted excuse makes it harder to do that.

So this is me drawing the line. With honesty. With boundaries. Exhausted from the never ending chasing, following up and wasted time. And with a full heart.

If you’re here for the right reasons, I look forward to welcoming you.

If you’re not — no hard feelings. But this probably isn’t the space for you.

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I am very proud of the business I have, but with each fleeting moment of disrespect, it makes it harder to continue. 

Respectfully.

Simon

Male Massage Surrey