Hand and Stone

I don't appreciate being shamed into tipping what the service is "worth" vs as a member, what I pay. I tip 20% + based on my membership rates. If you want me to tip on what someone pays that comes in once every 6 months, I'll come in once every 6 months instead of every month which is what I've been doing for the last 5 yrs. Not cool.

The AC was broken so it was extremely, extremely cold! Even with the heated bed. When she applied the lotion with her cold hands is was not enjoyable. She was darling & not her fault in any way! Just the Spa itself.

After my massage was over and I left the room, no one was waiting to walk me out. The receptionist told me that the massage therapist had to leave. I found it strange because I was the first appointment for the day at 9 am. Also, the receptionist was very persistent on trying to sell me a membership. I give her credit for trying, but I was trying to stay relaxed and had to tell her no multiple times. High pressure sales isn’t welcomed after a quiet relaxing massage.

The masseuse was satisfactory

My husband just canceled as the therapist decided to charge and upgrade for deep tissue which is ridiculous/ we have been very loyal customers since the beginning and it is not good customer service..

I do not like how you have do, use the automated system to try and speak with someone at the actual location. I tried calling a few times I had to be transferred over the phone rang and went straight to voicemail. I was never able to reach anyone to find out if they had a particular product into confirm parts about my reservation. The reservation people are sometimes very difficult to understand.

Not satisfied with call center scheduling. Therapist on that day wasn’t friendly…acted put out.

Alex therapist was amazing. Courtney at reception was excellent.

I called on Sunday, waited on hold for a good amount of time then got the voice mail. I left a detailed message, and I never got a call back. I called back and told the lady who answered I did not know if you were open bc I never got a call back, and combined with another last minute cancellation I made last month for my son, I was not sure what was going on. When I got on the table, I began itching and I smelled lavender on the head rest. I am severely allergic to lavender and it was all over the head rest making me question if it was even swapped out or If I was lying on a used headrest or used sheets for that matter. My therapist was kind and quickly swapped it out for a new one. Now I just have to wonder why it smelled like lavender. My therapist was Kristen and she was knowledgeable, great pressure, and knowledgeable about the body, and I appreciate her wisdom. I never complain, but this was weird/odd and worrisome.

The call center was hard to understand and did not send me a confirmation like they said they would. I asked to talk to girls at location and they could not connect me.