Hand and Stone

The online booking for first time appointments didn’t even work. Had to call in to book it. Why have it if it’s not going to work? Also survey asked about pre-intake online, was never offered this. Had to ask receptionist on arrival if I even need any forms. She thought it was weird there was no client info on me, but didn’t appear to notice until I asked. Filled them out in person before appointment. Otherwise it was fine, not great but could come back. The massage therapist was consistent and knowledgeable, admin experience left something to be desired. Obvious it’s a large chain and not a small shop that actually knows who you are. Receptionist told me about the monthly plan thing, but when I asked if I could look at details later on the website said she wasn’t sure if it was there. Just rattled off a bunch of numbers that I could never Hope you remember. If not online then at least give us a form to look at after. Might use again due to being physically close to my house. Also survey methodology is poor. It asked if music is too loud but not too soft. Don’t know if there was even any music now that I think about it.

I didn't get to book an appointment with my usual RMT so I'm not as comfortable the first time with a new RMT. It was also a little strange that she put a towel over my head - I've never had anyone else do that before so it was a little distracting. Not sure if that was because my hair was down but I would have put it up if asked. But, I loved the exercises she showed afterwards, she really took her time to explain and during the massage, really focused on the problem areas.

Costly. The front desk were pressuring me to commit and pay ahead of my appointment but my massage therapist was upset the appointment was delayed as a result

In normal massage settings the time is usually 60 min, so the 50 min time of massages here feels like we are being cheated out of 10 min. The use of sheet or towel to massage head, hand and feet instead of using skin to skin contact made me feel like something was missing

The pricing can be better

It takes a lot for Highly satisfied, or beyond merely satisfied. I think things have to be beyond expectations. If things don't meet expectations i won't come back.

I'm always highly satisfied, but feel like I don't have to express that every time I do this survey. Plus I already love the friendliness if the staff of hand and stone.

I'm currently partial to the Elmwood/Elmspa and so trying somewhere new natually holds some reservations.

I was very satisfied but I feel the massage was cut a bit short.

From previous experience when covid hit, I requested for my membership to be cancelled yet I was charged after my request when I felt I was clear.