‘It’s not personal, it’s business’: Abrupt closure of longtime Bend spa sparks emotions & frustrations
Claire Elmer
(Update: Adding video)
BEND, Ore. (KTVZ) — After 27 years in business, Spa W — a downtown Bend favorite known for its massages, facials, and tranquil atmosphere — has suddenly closed its doors, leaving both employees and customers stunned.
Former staff say they received no warning about the closure.
“She didn’t give anyone notice,” said former employee Angel Farrington. “Unfortunately, based on building conditions and the economy, she just was pushed into a corner and felt like that was her only choice.”
Farrington described the owner as deeply committed to the business, but struggling in recent months with mounting maintenance costs and declining revenue — challenges many small business owners face in a difficult economy.
“She loves this building. She loves this business. She’s put her heart and soul into it,” Farrington added. “Could she have handled it a little better? Yes. But I think she’s embarrassed. It’s a sad thing. It’s unfortunate, but it’s not personal. It’s business. And I wish people would understand that.”
For loyal customers, the closure came as both an emotional and financial blow. Many say they were left holding unredeemed Spa W gift cards with no way to use them.
“I think I had about $120 left on mine,” said former customer Kristin Brownfield. “I had just used it about three weeks ago. Nobody said anything about the spa closing at that time, or I would have used it all up. So it’s a big surprise.”
Brownfield said the lack of communication added to her frustration.
“They did it in the middle of the night — took down their webpage, removed signage, and vanished,” she said. “That’s where the anger comes in. It feels like stealing from people who had gift cards.”
According to the Better Business Bureau (BBB), customers often have limited recourse when a business closes without notice.
“When they sell you a gift card, they’re promising it’s as good as cash in their store,” said Cameron Nakashima, Media Engagement Manager for the BBB. “There’s an ethical responsibility for a business to honor that. But once a company closes for good or files for bankruptcy, unfortunately, those gift cards aren’t really worth anything.”
One Bend business is offering a small gesture to those caught in the situation. Anjou Spa announced it is honoring 25% off services for anyone who presents an unused Spa W gift card. And for former Spa W clients without a gift card, they’re offering 10% off any service.
The BBB also advises consumers to use gift cards sooner rather than later and to research businesses before making such purchases.
Spa W’s downtown location now sits dark, marking the end of an era for a spa that once served thousands of Central Oregonians seeking rest and renewal.
Earlier story — October 13 — BEND, Ore. (KTVZ) — A longtime downtown Bend spa has just closed its doors, to the surprise of many customers, citing years of economic challenges , rising costs and the lasting impacts of the COVID-19 pandemic.
Here’s the full statement posted to Spa W’s website:
“After 27 wonderful years, it is with a heavy heart that we announce the closing of Spa W.
“This decision did not come easily. Serving Bend and Central Oregon has been a joy and true passion. We loved being your sanctuary for relaxation and rejuvenation. Each treatment, special conversations, your celebrations, and the trust you’ve placed in us to enhance your well-being has made this experience profoundly rewarding. It has been an honor to be part of your lives.
“Unfortunately, the economic hardships faced in recent years have taken a toll on Spa W. Rising costs and the lasting effects of the pandemic have proven to be a challenge we could not meet despite our very best efforts.
“We want to express our deepest gratitude for your unwavering support and loyalty through the years. Though Spa W may be closing, the memories created will remain in our hearts forever.”
KTVZ News has reached out to the spa’s owner and is looking into concerns and questions that some customers upset by the short notice have about what will happen regarding their unused gift cards.