Hand and Stone

I took an appointment for a facial on phone a week ago. The person I spoke to confirmed it verbally. I did not receive an email confirmation. I went to Hand and Stone Dan Leckie at my appointment time and was told that I did not have an appointment! This was a huge inconvenience and loss of time, very non professional and disappointing. Later after a week I scheduled another appointment online since I had credits remaining, there were no issues with scheduling this time.

This was my first visit, needed to leave room for improvement. Ryan, the masseuse, was great and Hayley, the manager who also welcomed and handled my care at reception, provided exceptional personalized care of me during my first visit - her warmth and enthusiasm are invigorating - I felt an instant connection. Thanks.

Massage therapist is absolutely excellent. Quality, knowledge and treatment effectiveness is top-notch. Some other facilities and billing issues turn me off hand and stone, but I want to keep seeing that RMT so I'll reluctantly keep my membership for the time being. Maybe cancel later if he moves locations. Need to hire and train more quality RMT's perhaps. Took me 4-5 different ones before I found one I don't want to switch away from.

I have found appointment availability when I am in need of treatment difficult. I have to book so far out, which is fine for maintenance, but not when I am in need of acute treatment.

I was satisfied

It sounded like someone was bowling in the room next to me. Numerous times, there was banging and as though someone was hitting the wall; made it hard to stay relaxed when being surprised every 10 min. Given it was my first appointment, I was surprised after check in, I wasn't told where to wait, where the bathrooms were etc. Someone came in after me checked in and sat down, so I did the same.

I was satisfied with everything! No complaints at all.

Overall the massage experience has been great. The only concern I have is the invoice / receipt provided is somewhat confusing in terms of what can be submitted for insurance purposes (ie I pay a monthly fee but don’t get a receipt for this). This needs to be clear for the customer re: what exactly can be submitted for insurance.

the price of the massage is too high compared to other companies in the area especially for a 50 minute massage.

I was satisfied as expected. Good value for the price. Cpnvenient location.