Hand and Stone

The booking experience is confusing. I received a request to complete surveys for cancer, pregnancy, etc online. Get the right survey out the first time. The facial was a good basic facial but nothing exceptional. not complaining at all. I just wouldn't rave about "basic."

Im just disappointed in the opinions for redeeming member points. I keep acquiring points with minimal ways to use them. Please consider adding other options.

I have given a gift card for a massage with the value of $89.00 dollars. After my service was over I had to pay additional fees, I was never told this when I booked the appointment with my gift card. Luckily, I had my credit card with me to pay the additional fee. So, in the future before anybody purchase a gift card for someone for a facial or massage please tell them that there additional fee that not included, so people can be prepaid to pay. I signed up for a monthly membership and I have decided I will be cancelling the service.

Overall I was very satisfied. I only wish after every visit, my service provider did not try to sell products. I realize that is their job, but if I am interested in something, I will ask. The sales pressure is just a little more than I prefer.

I was using a gift card for a standard 50 minute massage. The gift card clearly stated that it covered either a 50-minute massage or facial. When I tried to check out after my massage, the receptionist said the gift card only covered $53.95 and I had a balance due of more than $60. I explained that the gift card was supposed to cover the entire cost of the massage, but the receptionist did not know how to fix the computer system error. She tried calling and texting her manager to resolve the issue, but the manager was not answering her phone. I had to stand there and wait for a VERY long time waiting to see if the manager would call her back (which she never did). Finally the receptionist figured out a workaround in the system so that I could check out and leave. This experience was very frustrating and totally canceled out any relaxation that I received during my massage!

I was looking forward to having the hot stone massage. It was gifted to me by my coworker after my brother passed away and I needed the outlet. I took time out for myself that particular day and it wasn’t what I expected or what she paid for my back still hurts.

On previous visits (pre Covid) more personal offerings were a part of the service i.e. offer to visit restroom prior to/after massage, a bottle of water after the massage. These were not offered. I also had to look for therapist to offer a tip - ended up leaving it in envelope. Previously therapist waited outside of room to offer follow up advice.

Knowledgeable employees

I started it when I was near by weekly. Now I am not but would be willing to continue. I received a gift card because the people know I went there normally. When I asked about having it redeemed for my monthly fee, they said it had to be used for extras or extra massages.

The massage started at 10:15 and then she stopped at 10:45. Not sure why she only did it for a half hour when I paid for a full massage. The quality of the massage was good and no complaints there. I feel taken advantage of that I was called in late and she ended so early.