Hand and Stone

It was my first visit with a new therapist. He met my needs for special areas that needed attention. Very friendly and professional

Change in how I am able to use my packages. High turnover of staff. Staff in back is loud. They need to remember walls are thin.

I think the receptionists should be more aware of their volume when discussing your checkout cost. I was embarrassed that her volume was loud and everyone was aware of my spending amount. I don't think others should hear you spend $200 for service upgrades and products. Another customer scoffed and muttered "must be nice". I was taken back but too embarrassed to mention to lower her voice.

The massage was wonderful. Steven was fantastic and I absolutely felt much better afterwards. I very was frustrated by the multiple attempts to sell me the membership though. I did tell them I might be interested in a membership in the future, and was happy to hear about the info for it, but I told them multiple times that I will have to think about it, talk to my husband, and see if it's in the budget. She asked me why I wouldn't want it and I stated it's a budget thing - so she then cut the price of the enrollment fee in half which made me just feel like she was trying get some sort of quota on memberships because why would she offer the higher fee first in the first place if it could've been brought down... It just made me feel like a car salesman was talking me into buying something. The same receptionist then called me 2 hours later when I was at home to ask me if I thought about it and wanted the membership. It just left a bad taste in my mouth, and I might not be back because of that interaction.

This Hand & Stone spa has new ownership and they are experiencing adjustments with same. When a business becomes part of a larger franchise, sometimes the "warm and fuzzy" disappears. It is something I notice since I've been a customer almost since their opening day over 10 years ago.

Esthetician was really good. Appreciated her masking and her explanation of services. The main reason I did not select 'highly satisfied' is due to the hard-sell of membership by the front desk after I repeatedly said 'no thanks, not interested at this time'...she kept offering a better deal, more reasons why I should buy, etc. I get it, but if a customer says "no thanks" more than once or twice, STOP ASKING.

The waiting area was too crowded/busy. It took a long time to get checked out. It wasn’t a calming atmosphere in the reception area

I find my online info to not be the same as the front desk info. I would like some sort of accounting that explains what I used & what services I have left to use as of right now.

There has been large turnover in staff, I had a very hard time scheduling an appointment, and now the materials being used are sub par. Very dissappointing

Sales pitch was to aggressive for my tastes