Hand and Stone

I can't really compain because I arrived 10 min late, but I had the voucher for the free add on and chose the foot scrub, which was great but I didnt realize it would cut into my time. I was in the massage room for 45 min (including undressing/dressing). Therefore my actualy swedish massage was probably about 30 min, 10 min on my feet, and 5 min to dress/undress. Just not worth paying the monthly membership for a "60" min massage when I actually only had a 30 min one. Also, cool to send out the incentive for the add-on, but unfair that it's not in addition to your massage and actually cuts into the time of your massage. I have a few massages in my plan yet, but will most likely cancel once I go through them.

Our appointment did not start one time and I did not get my full 50 min

Aromatherapy is no longer free for members which I was not aware of when I asked for it.

I had 2 experiences one was an amazing massage therapist, good experience and another one that did not even gave me the whole time during the massage and it was not a good quality massage.

Too many text confirmations. Then when I changed my appt, the person did not do it correctly and then they called to move my appointment because the timing was bad. I feel hounded sometimes.

I wish there were a steam room or sauna to relax after your massage. It feels like a get them in get them out business model.

The Locust Street, Philly location has been much more welcoming and receptive of feedback. I have been a member for many years, brought guests and encouraged friends and family to sign up. I was unhappy with the limited availability and repeat/last minute cancellations after having booked far in advance at Willow Grove, PA. I simply could not be seen despite having many credits and gift cards. Then my membership rate was increased without any advance notice or explanation as to why the rate increased while availability did not. I called multiple times and never heard back from Brianna or Morgan (the names I was given as the new mgr). If someone had made an attempt to call back, apologized, helped me get seen, I would have stayed a member. I even asked if staffing was an issue (I'm a pulmonary nurse--I would understand) but the Willow Grove Receptionist said they have no staffing issues despite COVID. When I finally got through to Morgan (the supposed Willow Grove Manager), she said "this is a he said she said situation" b/c her staff didn't document our calls. I take my notes but I cannot be responsible for how you manage your own team to deliver acceptable or even good service!

I asked a lot of questions. there is no pricing listed anywhere and no one ever answered when I asked. it’s 50minutes, but I know for a fact mine was 5 min short…which is significant when you are already at 50 min and not 60. Audi feel that although very nice, each treatment seemed so rushed and no time spent to really enjoy—she was just going though the steps versus taking time to allow me to enjoy. I just feel that if that’s the case, I shouldn’t be asked out loud how much I want to tip. It should be a personal discretion. If not build it into the price.

The room was way too cold, and the temperature could not be turned down. My masseuse helped by giving me a lot of blankets but would have liked for the room the be warmer.

They did not have product in stock