Hand and Stone

So much talking that I couldn’t relax. Need a more peaceful environment too. Background gentle music and maybe some low lights to help relax more.

Honestly it was the amount of time that was really about the massage compared to the price. I was told to arrive at 12. I walked in at 12:01. There was a new girl at the desk (who was very pleasant) but it took a long time getting checked in. Once in the room you are asked more questions, then you change and wait for her to return. At 12:59 I was off the table putting my clothes on. So to pay $100 plus a tip for such little time, it isn't worth it compared to other places who count the total time as the actual massage. I would rather paymy hard earned money for a massage that lasts an hour.

I never give the highest rating on my first visit. It takes a while to become acquainted with a therapist and for the therapist to become acquainted with its subject.

I thought 45 minutes was quick, in the past( other spas) exceeded that time

The therapist, Cinnamon, was very good. She was polite and took care of areas of need. She gets an A+. I added on a $15 foot $15 hand service that seemed like a waste. I’m not sure if extra care was taken but it was a very nice massage. I just would rather give the $30 to the therapist. The value wasn’t worth the $30. I added on aromatherapy for $10 and didn’t find value in that either. It was nice but not $10 worth. I have invested in quality essential oils and understand the expense and understand business models (and need to make a decent margin), but I didn’t find value in those add-ons. I will not be adding on to my regular service again. The therapist did incorporate the aromatherapy, however for the cost, I figured the lotion would also include a lingering lavender scent. Part of the issue is that there isn’t a description online of what those extra services include. This leaves the expected experience up to guest interpretation as to what it will (or should) include. I would not be surprised if Hand & Stone missed the mark on these add-ons each time. Add an accurate description to what these services include on the website and improve dissatisfaction with this area.

50 minutes is too short

It started out they were 15 minutes late for my appointment then when the therapist come to get me I said I'm sorry I'm not who you're wanting I did not know they had changed therapist I don't understand why somebody would not have called me to let me know that there was a change I know the front desk has been changing like a revolving door maybe that's the reason but it still would have been nice to get a phone call just to say hey we still have your appointment but another therapist will be taking care of you just, common courtesy

At another facility near my second home, I had an unsatisfactory experience which coincided with a price increase. It seemed appropriate for me to cancel my membership.

Called the morning of 6/17 to schedule appointment for 6/17. Booked a slot at 1pm on 6/17… they were very clear to make sure we were in the no cancellation window and that I would be charged full price if I canceled. Fast forward to 12:45… 15minutes prior to my appointment after driving 40 mins to get there on time… they call me to cancel on me with only 15mins notice. No big deal but found it ironic that I would be charged full price for canceling but wasn’t even offered a free massage to make up for your companies cancel on me…. We did reschedule and it was a great massage Taylor.

I only book facials at Hand and Stone and have consistently found it difficult to book these services mostly due to lack of staffing. Though also because I can’t book online and when I call I very rarely get a real person and I don’t typically have availability to answer my phone at work when they call back. I would much prefer to book services online.