Hand and Stone

Ten minute delay in appointment start time. Ten minute wait to check out because only one receptionist at front desk and was busy booking another customer.

I wish the front desk and person completing the service would check final bill before asking for payment. I was told in the back room while asking if i wanted to upgrade that with the days special I would get $10 off and a treatment. When checking out I just got the treatment taken off and still had to pay $20 for the upgrade. My esthetician had already left the lobby so I couldn't ask her about it.

The last two visits I have asked therapist , not so much pressure, they apologize and still too much pressure

Massage seemed a little inconsistent. Maybe a new therapist?

I was very satisfied but I do not like being pushed to buy products in the end. Explaining is fine but keep asking if I’d buy a product is annoying. If I wanted to buy, I’d say it when she explained the product!

The front receptionist was extremely friendly & knowledgeable. The masseuse adjudged her pressure to suit my preference. Finally, the environment suited my needs, the front ambience could stand improvement regarding the serenity experienced.

The massage therapist was amazing and the reception staff are friendly. The ambiance is clean and welcoming. I like hand and stone overall.

My appointment was scheduled for Friday May 24. One hour before my appointment I received a call that my appointment needed to be moved, because the staff did not show up to work. The appointment was moved to Monday May 27. I had two services: Massage and Facial. The massage was great (Stevie). The facial was good, but the experience was ruined because the esthetician smelled like a walking cigarette. Her smell was very overpowering. Even though her technique was good, I felt the entire time I was getting my face treated with a cigarette. I really recommend hiring staff that do not smoke. Again, her technique was good, but her smell was off putting. I spent 50mins in a chair, wishing for it to end. Not really what I am looking for when getting a spa service. My other gripe is the last minute cancellation. This is the second time this has happened at this location. If as a customer I called 1 hour before my appointment to cancel, I would charge for the service. But the same rules don't apply when is the other way around. I think Hand & Stone needs to work really hard with their employees. To make sure they show up for work and avoid last minute cancellations. thank you.

The receptionist when asking me to tip was very loud and almost embarrassing when asking me for tipping. I told her twenty percent for tip and she loudly said “ okay that’s $12 tip on your membership but $20 for non-member” like she was trying to embarrass me. Was so weird. Let me put in a tip Discretely. I always tip more anyways but I felt it was rude. It’s quiet in the reception room so use decorum when speaking about money with guests.

The most important reason is that I noticed that there were still about 10 minutes left before the hour was up. I expect to get a message for a FULL HOUR, not 45 minutes! The second reason is that the massage session should start 5 minutes before the actual message where the therapist will use that time to go over the client's concerns. Then the massage should start at the reserved hour!