I think as with everything perfection doesn't exist! I've been on a yard with fantastic facilities (3 arenas, instructor living on site, farrier up there weekly, vet weekly etc...) but faaaaaaaaar too many horses, a result of which being that the fields were often poached and it was a very...
Ultimately I'm sorry to say faults on both sides. Yes the professional should have messaged you back and arranged a time for you to come and visit your mare, however, if I had concerns that someone was not providing a service I had paid for I would be making time to go and visit whether she knew...