Hand and Stone

I don't agree with the way the payment structure is set up. If I pay for a monthly massage and then don't use it, I should be able to use that money to lengthen my next 2 massages, but I am told that this is not possible.

I have been a member since you first opened up. On this appt, I needed to make an appt change do to a biz emergency--I was lectured and told normally I would have to pay half of the appt for a same day change. Never had an issue before, so they didn't charge me, but was a highly stressful moment for me due to my biz emergency. Then when I cam the next day for the rescheduled appt, I waited 15 minutes before I decided that it wasn't going to happen. I had demands on the other side of my schedule. Receptionist stressed I was the last appointment so wouldn't be shorted--but failed to recognize that I had other things on my schedule. I rescheduled again and all was fine. Sharing the experience in support of your goal of continuous improvement. Everyone was professional and nice, and facility is clean and presentable.

Hand and Stone has been the best massage membership I have done. I love the flexibility. Phyllis is a wonderful massage therapist. I have one recommendation... If an eye pillow was used when I was laying on my back it would make the experience mush more relaxing.

My table warmer was broken. My therapist offered an extra blanket, but my feet still ended up cold by the end of the massage.

I love my therapist, Phyllis, but she's the only reason i will return. The new receptionists have been terrible the last 2 times I've been there. There used to be a great front desk staff, but they've all changed and the three new ones I've encountered are unfriendly, not knowedgable, and overall unwelcoming. Also, the music has gotten more distracting lately. And the price for membership has raised, making it less of a deal.

I love the therapist, Katie! She is the best I’ve ever had. So knowledgeable and educated me on home care during the massage. The woman who scheduled me the previous time, however, ruined my day. I’d looked forward to the massage all week. When I arrived, I was not greeted for several minutes and then told I was scheduled for a different day. This was my only day off so I wouldn’t have made that error. They did offer other therapists but I only want to see Katie. I was extremely disappointed and wasn’t able to come in again for six weeks.

Hi, overall I did like my experience. I was not highly satisfied for a few reasons. The room that I was placed in was very small and almost felt like a doctors office. My esthetician talked quite a bit during the appointment which is never ideal. Lastly, when I left my face looked very smooth, but my skin still felt dry and tight. I had to place more lotion on once I got home. One of my concerns was dry skin, which I expressed to my esthetician. Also, I thought the appointment was supposed to be an hour long and it only lasted 40 minutes. Too expensive for not a full hour.

Even though my massage was shorter than 80 mins(what I had paid for) this was a wonderful experience. My massage therapist was very friendly and catered to my needs. She was knowledgeable and my first experience was a great one thanks to her.

I am registered at location I don't use and no one seems to be able to fix it. I cannot see my points or previous visits because of this. I will discontinue my membership if this cannot be resolved.

My massage therapist did not come to get me until it was already 5 past the hour. By the time we started it was 10 past the hour but he still had to stop about ten 'til the hour because he had another client coming on the hour. I also feel that the cost is pretty high given that the actual massage time ends up being only about 45 minutes and I can get a massage elsewhere for nearly $20 cheaper which is longer.