Hand and Stone

Not enough facial appointments available.

Cm only temporary feel good result s

I arrived at 2PM, just at the start time of my massage and sat down in the waiting room. I was not greeted by Kayon until 2:05 and therefore didn't get in the room until just after and my massage didn't start until about 2:10. This delay is fine for me, but I would have expected my massage to last until 3PM being that it's 50 mins long and the delay was not my doing. That extra 10 mins would go a long way.

When I arrived, there was only one receptionist who was busy with a customer. I had to wait to check in. As I was advised on the phone when I made the appointment, I could arrive 5 minutes prior to my appointment because I completed the intake forms online. However, it did not seem to be enough time to check-in, because when the receptionist got to me, my appointment time had started and I had not gone in yet. The therapist did not come out to get me until 8minutes into the appointment time. Also, while I waited for the therapist, I noticed that the receptionist assisting a client to check out. The receptionist offered to make the future appointment for the client. When it was my turn to check out after the treatment, the receptionist did not offer to make a future appointment for me. I found that to be inconsistent.

The room had a bad smell. The pressure applied was not strong enough. The massage was an hour, but he only massaged me for 45 min

Someone somehow sometime changed my appointment without saying a word. I have the emails and text confirming what I was told when I booked it. But when I got there, they pushed it back by 30 minutes

I was satisfied

I had booked an additional scalp massage and foot treatment. Neither were completed because I don't think the masseuse was told. She ended the massage and was out of the room quite quickly so I couldn't let her know.

I am satisfied with the services offered, but the price increase is an issue for me. I normally like to get facials instead of massages and I think that the cost of the service is not worth it. One service is not enough for anything but a very ordinary facial. I also feel that there is a lot of upselling of extras and products which I do not appreciate given the cost of the services. I had a facial on Sunday and I used three services which is $210 plus a $42 tip for a 50 minute facial. After the price increase it will be $240. I have had facials and independently owned spas and for the current prices, the independent spa is a better value.

Therapist didn’t come out to get me until 5-7 mins after appt time. No explanation or acknowledgement given. Otherwise therapist was great.