Hand and Stone

my therapist talked too much. not checking with me if it’s okay or anything. (the pressure, making sure he was getting the right places) i left there in much more pain than what i was in. he was quick and did not do a good job with any of the massage. did not get to my legs, my arms were quick. mostly my mid back when i said lower back and neck.

Previous issues with this location

My massage started about 10 - 15 min late despite my arrival on time because I had to wait for a long time for the only receptionist to finish checking out another customer and handling their many questions. Thankfully my massage therapist let our appointment run over by a few minutes, so I didn't lose out on the service. I don't blame the receptionist -- she was doing as good a job as possible and trying to provide good customer service -- but I wish there was a second receptionist or a self-check-in option so I didn't need to keep standing there waiting.

I would like more availability in the evening with female therapists.

Many recent policy updates charge the member. For small things that don't require any extra effort. Gifting a massage service to my husband? Extra charge! For what? Is he going to get a better, more worth the money massage if I gift the service? It doesn't change the value of the service so why charge more?

Lack if appointment availability

I know what to expect when I come in. The staff is always friendly. My service is always as I expect it. The only reason I'm not highly satisfied is because it seems like there's some unpleasantries between management and staff. Receptionists are handling unhappy customer calls - which I overhear each time I come in. There's also a lot of turnover, which makes me think that management and staff aren't in alignment. It was also surprising to me that packages can't be used on products anymore, which I was told was a decision by the new management. With such a substantial change, I would have expected more notice from the company about it.

I've had issues with "lost" services that I was supposed to have.

Knowledge of esthetician was not very thorough. It was more scripted and only focused on products sold in the salon. No in depth explanation as to benefits other than basic knowledge such as use an SPF.

The experience when I first joined was so much more enjoyable. I don’t feel like a valued guest as I had years ago. Every time I fall in love with a therapist, they are gone without notice. Send like s as revolving door of staff which leads me to believe the company does not value their employees. I appointment times are unavailable.