Hand and Stone

Appointment was supposed to be 80 minutes and receptionist booked 50 instead; didn’t find out until day of. First time I booked online I kept getting errors saying appointment times weren’t available only to find out later teach error went through as a booking.

I arrived 15 minutes before my appointment and waited approximately 30 minutes past my appointment time for it to begin. I heard the front desk talking about an issue in the schedule. The receptionists never acknowledged the mistake or 30 minute delay. It would have been nice to have, at the very least, an apology for the error. Time is valuable. Other than that, the esthetician was excellent.

Everything was fine, I was not overly the top satisfied. I have been going here for over 1 year. I know what to expect.

The problem experienced with this visit was that my esthetician offered a service that cost additional dollars without an upfront disclosure of as much. The receptionist initially referred me to the pamphlet listing all of the additional charges. She must have realized that in saying so, she was, in so many words, insinuating an equally shared responsibility between me and Hand & Stone to be aware of upcharged services. While I believe in caveat emptor, you all know your pricing structure better than I. That superior knowledge creates a duty to disclose upcharge prices that is greater than my duty as a customer to be aware of which services are upcharged. Luckily, your receptionist realized as much in a snap instant, and she completely neutralized any potential souring of my experience. I have been assured that this matter will be addressed.

The ambiance was fine, but just as a matter of personal preference I did not like my massage therapist. He was nice and knowledgeable but talked way too much before my massage. I also didn’t like the feel of his hands and he had some rough spots or callouses that were scratching my skin. I have requested a different masseuses for next time.

The atmosphere could have been a more relaxing environment. There was only one desk person to check in and check out clients.

The reception staff had difficulty checking me out. There was confusion about what to charge. It took so long that I did not get to schedule another appointment before I left.

It was not above & beyond my expectations which would make the answer highly satisfied. I was satisfied.

There was a mistake made when I originally scheduled my appointment. It was scheduled under my daughter’s name. That resulted in my being told that I did not have an appointment on that day. As a result of that, I scheduled another appointment on the same day. When a confirmation text came a few days before the appointment, it became clear what had happened when two appointments were confirmed, one for me and one for my daughter. It was all very frustrating.

Always a pleasure! Thank you!