Hand and Stone

I guess I unconsciously compare Hand and Stone with higher end salons that I have been to. I assume that your no frills ambiance is what keeps your prices down. Since I am retired, saving money is important to me. I have no issue with the quality of the services.

1) Ambiance in waiting room appeared to progressively become more commcerical and less relaxing. Would recommend investing in shades that buffer the advertising and parking lot to the waiting area. 2) massage therapist turn over is becoming apparent.

I receive an email asking me to book an apt, but when I call to follow up it was never booked. It is almost impossible to find a time with the therapist I like. Front desk staff is friendly but inefficient. They are supposed to follow up and call me, but they never do. This includes the manager Jill.

He put oil in my hair after I asked if I should put my hair up and out of the way and responded "no need. Will use a towel to move your hair aside."

For the past 2 appt's I've tried to make, my preferred therapist's schedule has not been available (and it was within a month out, so it's not like I was trying to book multiple months in advance). I also lose potential loyalty points when I try to schedule in advance at the counter but can't because of unavailability of the therapist's calendar. Both times I was told someone would call me when her schedule was available, but I never got a call back. When someone called me last week to tell me I had 3 monthly massages "banked", I finally scheduled one but when I made this complaint about no one calling me as promised, the receptionist said she'd have the manager call me. but THAT never happened either. Receptionist are very friendly when they speak to you, but this ongoing lack of follow up with a member is frustrating and less than ideal customer service. And maybe therapists should be required by corporate to provide their schedules for the upcoming 30 days....

All fine w Hand and Stone ....

My massage was very good. The therapist was helpful and attentive however, my actual massage was less then 40 minutes. I arrived early but my massage didn't begin until 6:14pm and ended at 6:53pm. The lack of time was very disappointing and had I not had other more timely massages there in the past I probably wouldn't have returned.

I was satisfied; I bring my own oils for massage because I have sensitivities. H&S does not supply it but they could.

Everything was fabulous. The only complaint I had was checkout. If I had not asked about becoming a member I would of never had the opportunity to become one. She had not shared that information.

I wrote down firm on my intake form and did not feel like I received a firm massage...however I should have spoken up. I guess I was just hoping she would ask if the pressure was good. Also I would have liked the bed hotter and again, should have spoken up but maybe if she asked I would have felt more comfortable answering.