Hand and Stone

Availability of appointments for working people is limited. Had to wait several weeks to get an appointment at a time that worked for me-evening or weekend.

This is the second time there were no hand towels in the rest room.

I never give out the highest scores right off the bat.

An attempt to tack on additional fees was made. At time of check out I was asked to pay an additional $10 as the therapist used additional pressure. Saw similar experience with customer ahead of me who was also asked to pay additional for services which were not communicated at time of taking appointment. In general, the management in this location (South Lakes, Reston VA) seems to care very little about customer satisfaction. I was a member for over a year and discontinued my membership as there was frequent turnover of front desk staff and massage therapists resulting in poor appointment scheduling.

You have a great staff, but the rooms are noisy. As people walk down the hall you need to have them lower their voice and PLEASE change the music. Seagulls squawking that should like babies crying is NOT relaxing! Look into piano music or cello music...maybe some George Winston.

Massage therapist AMAZING! Front desk/reception situation not good. When I call to book an appointment, I have had to call SEVEN times over 2 hours to get through to a live person. The first SIX times I called there was no one to answer the phone and it went to voice mail. This happened once about 2 weeks ago and AGAIN yesterday. Both times someone called Katie was on reception. You can’t have s business where no one picks up the phone!!! Also it used to be that when you came in you were greeted warmly and offered a drink. Now, nothing.

great service and value.

The front desk staff was not particularly welcoming. The package deal and subscriptions were not clearly explained so the payment process was extremely frustrating. Maybe you could have the pricing structure written out somewhere for people to see, or always ask when someone schedules something like "would you like me to check if you have a package to cover this appointment?" or "this type of appointment would use 2 (or more) prepaid packages, would you like to continue?" My massage therapist is so GREAT but your payment structure and front desk staff make me highly unlikely to return. It's a shame it seems like such a disappointing system because of the withholding of information.

It was my first time. I will visit again.

Therapists do not stay very long. You get used to one therapist and within months they leave. Employee retention seems to be somewhat of a problem. Once that therapist leaves, it is hard to find someone to replace them.