Hand and Stone

Alex was a fantastic therapist, that has not always been the situation with your brand at different locations.

I tried to book online, but I was unable to navigate. It kept saying try again later. Prior to appointment with check in I had to fill out a questionnaire on that questionnaire. I was able to see who else had appointments that day, and what they were coming in for that is contrary to the privacy act. This was the paper I had to sign when I came in.

1. Called the online number. Scheduled a hot rocks massage. Was told I would receive intro offer for service of $79.95 for one hour. At facility for appt was advised that was an upgrade and price would be higher. I agreed to it, however, did not receive the hot rocks. Was advised I could get it at next appt.

Appt started late and ended early. Receptionist staff were pushy with the “packages” and when I stated I wasn’t interested they kept trying to convince me and then proceeded to ask why I wasn’t interested.

The receptionist staff. They are usually very friendly but this time they were all new people and the were in conversation with themselves and looking at a laptop. They barley greeted me. Then she told me had to fill out paperwork and I asked why because I come often. She said because you just do. Another lady who looked to be a manager looked up when she said and tried to soften what she said by telling me it was a new process and would only take a minute or two on the iPad. I just felt they were not what I was used to at this location and have a lot of room for growth but n the customer service area. Check out was NO better. I was not impressed.

Alex is the best!

I am not a fan of the new tippee system. I understand the reasoning but I wasn't notified of the new system before my appointment and wasn't going to pay a service fee to tip.

Needs a luxe feel

1) receptionist not welcoming 2) not enough massage therapists..so many of our favorites have quit since new owners took over. Price keeps going up

I have not had a good experience scheduling with call center. No 90 minute massage appointments on app. Few therapists do 90 minutes.