Hand and Stone

I would like to not see plastic cups used for water. Other places offer 60mins for same price

The price point for massages is a little high compared to other comparable places. Fortunately, for this particular visit I was given the introductory price which was great. If regular price for massages were a little lower, I would be more inclined to visit more often.

A bit too much conversation with the massage therapist. Couldn’t really focus on relaxing, although he had a lot of interesting opinions on living in the UK, Toronto and travelling.

You have a higher price point. I don't like the "member/non-member" structure I can get a good massage at other places in the neighbourhood for a better price

It would be nice if reusable cups were used for when we are greeted with water and post massage. Or if we are given a cup before the massage, the RMT takes our cup and refills it instead of giving us a new cup.

The services offered were great. The aesthetician was lovely. Unfortunately, i was under time pressure that day and it was inconvenient to have to wait 20 minutes for my one hour service. However, I appreciated the receptionist calling to let me know that they were delayed.

Therapist was very thoughtful and ensured he understood and checked with me about pressure and comfort. He communicated what he was going to do next, but was not too chatty.

I liked the personality of the massage therapist, but the technique was really strange. He used a very large quantity of oil and did a vigorous rubbing technique. He applied a lot of pressure and didn't inquire about whether the pressure was okay. I studied massage therapy for a year, so I know a fair bit about it. I wouldn't like for you to repeat this to the therapist with my name being used. I also had a hard time understanding his accent. Sorry to say, but it's true. I have had massage for 30 years and this was the strangest massage I have ever had! Still, I tipped him of course. He tried.

I find the estheticians room a little less welcoming than the massage rooms, and the use of paper to lie on, not as comfortable as linens

I truly believe that this place needs better management. I have been a customer since its better days (When Nichole was the manager) and it felt much more personable and comfortable. It wasn't perfect and there were some minor issues, but it was overall a much better experience. Irregardless, I find the most reprehensible thing that Hand and Stones has done was to raise the membership rates when the minimum wage was about to be increase and leave them so despite the fact that the changes did occur. I doubt that the staff's salaries were indeed ever increased. Just learning that you guys were paying minimum wage to your staff, was a real turn off for me and my family. Ultimately, that would be the main reason why I am unlikely to renew my (or my husband's) membership.