Hand and Stone

Just needed to communicate better my problem areas and speak up about what pressure I prefer.

The people were great. Nothing they did has changed my love for this spa. The main reason is the ability to use packages on products that is how I could afford to purchase the expensive products. Now that that has changed I will use up my packages and cancel my membership. Very sad I have been a customer a long time. Oh well things change I will change too. You probably will not even know I am gone.

Asked if price would be honored based on coupon. Was told yes when booking appointment. then at end of appointment management wouldn’t allow coupon as he said it wasn’t a coupon only a flyer and said it was member price only even though it didn’t state that.

Receipts are never offered and the bill is never clear

Maddie was polite and thorough. Receptionist was friendly, quick and efficient. I love the environment overall.

the massage therapist was fine., would have preferred a female. Was not made aware it was going to be a gentleman. he did offer a good massage and was receptive to when I asked for firmer pressure. I have had difficulty booking services as this facility, it fills up so quickly. My dissatisfaction came when I was returning a product that when applied to my face made my face burn. The receptionist seemed inconvenienced that I wanted to return it. When I bought the item I was not informed about the return policy and the clerk seemed that she felt I needed to be admonished for the error. Would have returned sooner if I's known the policy and if it would be easier to get appointments

I have experienced a lot of turnover & cancelled sessions (cancelled by the therapist) over the last year. It is difficult to know what therapist I should choose & which ones I have had in the past. Adding signage with their names & experience would help clients personalize their experience with a therapist. When someone leaves, I have to rely on the front staff to recommend a new therapist & then I can't remember what their name was if I liked them or didn't like them when I schedule again. Having a face with the name would help.

Im a high-risk patient with chronic conditions (CKD Chronic Kidney Disease, CHD Chronic Heart Disease, diabetes, senior), and I asked at the desk if the massager was vaxed & they said theyre not allowed to say. The therapist admitted she was not vaxed. I made a decision at the appt to go ahead. But I seriously have to know if my therapist is vaxed ahead of time. I will divert my business to other establishments if I don't feel safe at H&S. The relaxation is a huge component of the H&S experience. By now, many of us have lost friends/relatives to Covid and the danger is only too real. In the future, I only want therapists that are known to be currently vaccinated. I don't want to share so much air space with someone that for whatever reason isn't vaxed. My adult sons aren't vaxed and theyre not allowed around me.

The receptionist that assisted with my check in seemed scatterbrained and not focused. He was disorganized and didn't actually check me in which caused the therapist to bring me back late. My massage time was not extended. It was still done on time.

I was very satisfied with my visit, but due to COVID, challenges with schedules, and limited ability to gift services, I have accumulated almost a years worth of services. I really think H&S should make some exceptions to gifting services for a period of time given the unusual circumstances with COVID and allow some catch up for at least those of us that got behind.