Hand and Stone

The main thing was that the room wasn’t as nice as I remember.

I’ve been very satisfied with my experience. I thought it was strange I was given a different masseuse than I made the appt for, but it wasn’t a big deal.

The website is almost unusable. I frequently have trouble logging in. Once I get in the drop down menus for services often don't work - especially on mobile. It appears there is now no way to book anything other than a standard service online, which is not what I need. There's also lack of clarity when I upgrade a service. I'm always asked for confirmation to use a credit/charge for another month's banked appointment, but I often still have to pay out of pocket. So does that mean the service cost more than two treatments? Not clear.

I scheduled a massage and facial. The massage began about 10 min late. There seemed to be a miscommunication with the reception and massage therapist about me being there. Front desk did not tell the massage therapist I had a facial and I had to get dressed and wait up front which I did not mind until my facial began late because it was not communicated to her who my massage therapist was or that I was waiting for her up front.

My service providers were both wonderful. The issue was with the chaos at the Front desk. It wasn’t communicated the lovely woman doing my facial that I had arrived which caused me to be taken back late. She was very apologetic and kind - it was the lack of organization and staffing support at the front desk that caused the issues. It was busy and they appeared overwhelmed.

I need to better understand the point system

I am a Hand and Stone member and usually never have any issues.But I am suppose to get a 50 minute massage and I was not brought back to the room until almost 10 mins after my appointment. I looked at the clock and it started closer to 6:15-20 and I was getting changed by 7pm.

I found the desk staff rude and not knowledgeable about your website.

My first appointment , the therapist was not very good. Was doing alot of stopping/starting, walking away. Not good flow and not relaxing. My second appt , I called and booked a specific therapist. However when I got there, was someone different. No explanation. BUT the therapist I did have was very good! I will go to her again!!

I had a terrific experience at this location for my facial and will definitely be coming back. My only feedback would be on the variety of music playing in the room. Some of the music was very relaxing (birds, rainforest sounds, etc.), but at times there was a long piano song that was not as relaxing and kind of distracting and felt a bit out of place. Other than that, I was very satisfied with my experience with my esthetician.