Hand and Stone

I was charged for a deep tissue massage and did not receive one. I requested more pressure, but did not feel a consistent increase in pressure for rest of massage so it was frustrating - I didn't feel comfortable asking again. Otherwise, a pleasant and relaxing experience.

When I tried to make the appointment on the website, I could see the appointment time available for the therapist I wanted, but got an error message when I tried to select it. I tried multiple times, and was able to move past this point on the website at other appointment times or with other therapists (just testing). So I called to try to make the appointment, and started explaining the problem. The receptionist immediately said she reset my account password. I had to quickly tell her to stop and that that wasn't the problem. I tried explaining a few times and she was rushed, did not listen, and was not friendly or helpful. I finally had to just insist for her to check to see if the appointment time and therapist were available (they were), and to make the appointment for me. No resolution to the website issue, but I find the website very poor for members trying to login and make appointments. Frequent errors and issues. Reception staff are not knowledgeable on helping with this, and no way on the website to submit issues or questions regarding website function.

There were no magazines in the waiting room.

I had tried cooking but this was a reschedule and I was in more pain because of the time frame. They did give me a complimentary upgrade which was nice.

I get a great massage or facial each time I come; however I am consistently frustrated with having rhe massage reduced by 10 minutes (50 instead of 60) My massage always feels a bit rushed to fet it all in. Alot can be avvomplished in those extra 10 minutes. I have not had any other establishment deduct consultation and changing time nor does it take amywhete near 10 minutes to accomplish those things. The membership was sold to my husband as a 60 minute massage and thst is what customers should get, or there should be trithnin advertising. Regarding the room, I think there should be table warmers. I was freezing.

The room was so hot and the only way to cool it down was to have a fan blowing on me which which was distracting. I sweated the whole time. I have a umbilical hernia so laying in my stomach isn’t comfortable and it awkward to lay on my side. I wish there was a pregnancy cut out on the table for my stomach. We had to prop the pillows up for me to go on my stomach which wasn’t the most comfortable. The massage therapist did her best and was very nice.

The original cost of this facial was 109. And I don't think what was done was worth 109.

Please change the music or let the client plug in their own music playlist for the message. Sometimes your music is less relaxing and more distracting.

I realized I was losing $10 by using packages for an 80-minute massage. Once I expressed dissatisfaction, I was given an upgrade card for a future appt. I juat wish I had been informed of this at the time and I would have only used one package and paid the remaining separately.

I had some issues with my initial membership that meant that I was unable to book services online, which is my preference. After I first made my massage appointment on the phone, I had to reschedule due to a work conflict. I asked to be rescheduled for a Friday, only to find I had been scheduled for Thursday. So I had to call back and reschedule a second time. Otherwise, everything has been great.