Hand and Stone

I felt it was a bit much of the promotional addons, it was overkill. I was offered once on the phone (assumption I was in pain, pushing CBD) ,the receptionist before check in, then the therapist. I am going to massage to quiet the mind to get away from everything. The employees did their job, by promoting it, but, it feels like they are under pressure to $ell. You can gain, but also lose some business as a result. I have been in sales my whole life, and this was just a big turn off. *Something to think about... We are being sold 24/7 on our phones, online, and other. The last thing people want is to be bombarded again. I would much rather have a meaningful chat with my massage therapist, create a connection, and keep coming back for my R and R, then trying all the different options. Just my point of view. I am definitely considering a different spa closer to home. This is just feedback from my point of view. I do enjoy the massages from there, this is not a reflection of my masseur, he was amazing and extremely knowledgeable.

Everything in person once I arrive is great. I wish there was more ease of booking online or app, and consistency with that system across locations. I tend to frequent 3 different locations across the U.S. as I travel for work a lot, and wish i could access appointment availability more easily. For example, one location sends me marketing emails with weekly appointment availability, another has a fairly simple online booking system, and the third I can only successfully book via phone. I learned that you get extra rewards points for online booking, but have only recently started to successfully do that via H&S's online systems. Previously, pages would time out or not process correctly.

My anestititian was a few minutes late yet finished exactly on time. Not a tick extra. Also would have like her to disenfect the area she did extraction on before moving on to apply moisturizer. I believe she skipped a step in order to finish on time because the started late so cit quality corner on me.

I was given a price when I was booking and that wasn’t the amount that I was charged at the appointment. I was told a Swedish massage was $79.95 and I was charged $139.95

I added on additional head rub for 15mins and this happened for like 5 mins and then the massage was also cut short from when it started.

I only marked less than highly satisfied on the in-person because the reception area had a portable air unit and you could tell it was warm in the whole office. Also, i do not need to be emailed, called, and texted to remind me of my appointment AND ask for confirmation on each one. I had already confirmed via phone call the previous day and still was asked to confirm that day via text.

The air conditioning has been broken since Feb/March. For the first few months, I didn’t say anything because I understand there are parts delays. Now that it is hot, the building is positively unpleasant and the owner does not seem able or willing to fix it. After the third time I complained and cancelled my appt, they promised me they would ensure I was placed on the side where the a/c still works. The waiting area is a sauna and those coming out of the side with no a/c are sweating profusely. Not a great work environment for the therapists with such substandard working conditions. I have been told for over a month, the part was in transit, then that it was being sent to the repair person and yesterday was informed that the part is not coming in. I will write a letter to the owner but the lack of care on the owners part for employees and clients is truly alarming. Getting a massage while sweating profusely is not the experience I expected or will tolerate. I have come in weekly for years so I am disappointed that I have to contemplate stopping my membership. The front desk manager is sweet and has tried to help.

It appeared there were so many appointments booked for 4pm that the waiting room became overcrowded and uncomfortable.

My face didn't feel clean after the appointment so i went home and wiped my face and the wipe was brown. I called and was told that the sunscreen was tinted, but I wasn't told that before it was applied and I wouldn't have wanted that as my pores looked clogged.

Wanted massage and facial unable to schedule both