Lakewood spa responds after review, social media posts accuse masseuse of misconduct - Cleveland 19 News

[Noelle Haynes]

LAKEWOOD, Ohio (WOIO) - A social media post is going viral after a local woman claims a masseuse took pictures of her during a massage. 19 News reached out to the spa’s owner Saturday and we have more information.

A woman claims her recent experience at Lakewood’s Sacred Hour Wellness Spa left her shaken and deeply disappointed.

The woman said in the Google review she left for the company:

I feel compelled to share this deeply concerning experience with my Cleveland community. Last week, I visited Sacred Hour Spa for a massage, hoping for a relaxing start to my holiday break with a long-time friend. Instead, I left shaken and deeply disappointed.

During my massage, the masseuse’s behavior alarmed me. While face down, I noticed one of his hands on my body (I was face down on the bed with his hands on my glute) while the other appeared to retrieve his phone. I heard the phone click on, and I froze. I started counting the seconds to 30 before I heard the Lock Screen click off and him put the phone back in his pocket. All the while his hand never left my glute while the other was on his phone, leaving me frozen in fear and unable to process what was happening. I then heard notifications from his phone go off the the remainder of my massage.

After the massage, I immediately reported the incident to the owner with my friend as a witness. Her response was shockingly dismissive. Rather than expressing concern or empathy, she defended the masseuse, stating no one had ever complained before and even questioned, “What exactly are you accusing him of?” Despite my concerns about potential photos or videos, [owner] offered no meaningful action, brushing it off with, “I’m sorry that happened to you.”

Even more upsetting, [owner] turned to my friend, who was scheduled for a massage with the same masseuse, and encouraged her to proceed, calling him “fantastic.” My friend declined, horrified by the lack of sensitivity.

Though I received a refund and an email claiming there were no photos, this assurance came with no evidence. The masseuse admitted to [owner] that he had been on his phone to silence it during my massage, that does not add up with my experience as I had only heard notifications from his phone after he put it back in his pocket. Furthermore, why did his hands remain on my glute while his phone was out. When I pressed for a thorough investigation, [owner] blocked me on social media instead of addressing my concerns.

I share this not out of malice but out of deep concern for others. I’ve supported Sacred Hour Spa for years as a loyal client and advocate of women-owned businesses, but this experience left me feeling silenced, disrespected, and fearful for others who may find themselves in the same vulnerable position.

No one should leave a massage feeling violated or compromised. I am deeply disappointed will never return.

The reviewer also posted her concerns on social media.

Lakewood spa responds after review, social media posts accuse masseuse of misconduct(WOIO)

The post has over 12,000 likes.

The owner responded to her on Google apologizing for her experience, in response to her concerns they added:

I want to sincerely thank you for taking the time to share your experience. Your feedback is incredibly important, and I’m truly sorry to hear that your visit to Sacred Hour Spa was anything less than the positive, relaxing experience we strive to offer every guest. I want to address your concerns with the utmost seriousness and empathy.

I deeply regret that you felt uncomfortable during your massage. I want to assure you and all of our future guests that we take matters of safety, respect, and professionalism very seriously. Your account is distressing to hear, and I understand how unsettling it must have been to experience what you describe during your visit. Our primary goal at Sacred Hour Spa is to create a safe, relaxing environment for all guests, and I’m very sorry that we did not meet that expectation for you.

In response to your concerns, I want to clarify that the situation has been thoroughly investigated. Your Licensed Massage Therapist admitted to briefly checking his phone just to silence it during your massage. But he now understands that even such an innocuous event can make someone feel uncomfortable and has vowed to never repeat the behavior.

19 News reached out to Sacred Hour Saturday and the company gave another statement, saying:

For over 20 years Sacred Hour has prioritized the trust and safety of our clients and demanded the utmost professionalism and discretion from our staff. Any concerns to the contrary are resolved with the respect and confidentiality that is deserved.

We have reached out to Lakewood Police to see if they are investigating these accusations but have not heard back.

We also reached out to the woman who left the review and have not heard back.

19 News also reached out to Ohio’s State Medical Boards for any records of complaints filed against Sacred Hour Wellness Spa.

This is a developing story. Return to 19 News for updates.

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