Hand and Stone

During consult I was not asked main areas to focus on, wanted my neck focused on and last 1-2 mins is all I got. I don’t think forms filled out got reviewed.

I really enjoyed my massage, but felt like to much time was spent on my back which ended up rushing through the rest of my massage.

It looks like there was a change for corporate change and change in my monthly fee. I didn’t receive any notification via email or mail or phone. My understanding that they would’ve mail or email me but it wasn’t done as they didn’t have my address or email. I am quite disappointed with how it was handled by the staff. I felt that someone could’ve call when they do not have my information on file. The monthly charge went up $20 per month. I have had many change with the massage therapist and cancellation by the staff in the last two years.

The therapist was great . The first time we came one of them was a no show . So my daughter and I rescheduled and then we got a call that my daughters therapist wasn’t available . Long story but we got it figured out . I told the guest manager about it and she said she would figure it out for us . Never got a call back . I finally talked to Charlie and he found someone to come in so we got to keep our appointment! But I don’t understand why I had to even call . If you have to cancel an appointment at least try to see if another employee can come in ! Then when we got there I had a bunch of add ons . And a therapist- not The one I had - asked if we would switch some of ours out . I said no that’s what I wanted . I seen her roll her eyes ! I asked the receptionist why she was mad . She claimed she wasn’t ! You can see this if you have cameras . So not sure if I will be back or not . It seems like such a hassle to get in there . And your always boookes a month out .

It is impossible to get ahold of anyone by phone. They never answer. If they do, they put you on hold and never come back. I needed to update my card information. It took me three days, calling several times each day before someone finally answered and then even when she said it was taken care of, I got an email saying my card information needed to be updated and to call them. It says thinks can be done online but nothing can be done online. It makes me want to go to a different spa with a membership just so I know if I call or have an issue, someone will answer. I’ve never had such an issue getting ahold of a place. I had a question about membership pricing because I wanted to book an additional service but nobody answered so I went to a different spa. In person everyone is friendly and nice but I don’t want to stop in every time I have a question because they can’t be bothered to pick up the phone.

It is getting very expensive.

I have had so many issue with the plymouth location and there are still unresolved problems that they will not handle. Thankfully I called Maple Grove and they were very empathetic to my situation of having my appointments cancelled on me 5 times in a row. This one was actually cancelled as well so I called maple grove and miraculously they got me in with Tom who is amazing. I will never go back to Plymouth they are the worst as is Amber their manager. Maple Grove was great. I was going to cancel my membership but tom and the receptionist there may have saved me. I am going to try one more time and see how it goes.

I only chose not likely to return because I do not live in the area. I enjoyed my visit!

The people are wonderful, friendly and competent. The waiting area could have a calmer ambiance and it would be nice to have a space to land after the service before heading out into the world.

Room and therapists hands were very cold even though the heater was on high and the bed was being heated. Bathrooms never appear clean - tp scraps on floor, rugs dirty and I had an 8 am appointment.