Hand and Stone

Was not told that deep tissue massage cost was a charge above monthly membership fees. Massage therapist was not informed about me getting aromatherapy, so she to leave the room again to go get it. Did not feel that my message time was correct as I was in the waiting room still 5 minutes after appointment time and then the massage therapist still had to leave the room to get the aromatherapy stuff.

Would have preferred use of thumb s more for a more deep tissue experience.

I rarely give a highly satisfied rating when services were as good as I would expect them to be

The light machine that is typically used for extractions and really looking at the skin was broken so the esthetician had to turn on the main lights in the room until a replacement came in. I feel like she should have been able to use one from another room or I should have received a discount for product or something for my next visit. I received a "complimentary" Dermalogica gift for spending over $100 and the box said that included I would find an offer for a free upgraded service at my next hand and stone appointment, but there wasn't one in there. I had asked the receptionist at checkout to use 2 packages for my facial and micro, while she said she would, she didn't. Overall, it was an enjoyable experience and I was satisfied with my facial. I like to point those above "complaints" out so they can be improved and to ensure other customers don't get upset over them. While checking out a lady came in to pick up gift cards she claimed to have been granted in lieu of her membership packages since she was uncomfortable coming in due to Covid-19. There seemed to be a misunderstanding and the other receptionist was unable to execute, but handled it calmly and in an understanding way.

This appointment was rescheduled 3 times. The first time I was not notified and the other times the therapist canceled the day of the appointment.

The waiting room and massage room seemed cramped and not inviting The massage therapist didnt understand my rehab needs enough The massage therapist was not warm and friendly during massage.

I asked to speak with the manager and was told she was busy and that I should email my concern that I've been trying to talk with the manager about for the last 4 visits, yet each time she is either busy or not in at that time. I was told I was emailed by the manager but the email never came through on my end. I am just now receiving emails. I LOVE my facials and facialist but the front desk needs work.

I have been a member for the past few years and I've always had a bimonthly membership. I'm not happy that I'm forced to change to paying monthly. The receptionist is nice, but wasn't clear with the process of ending my membership.

I feel frustrated in trying to schedule a time with my preferred therapist. I have to schedule out weeks in advance and that does not always work with my schedule.

When I checked out, the receptionist tried to charge me $16 extra for a deep tissue massage. I have never been charged extra for a deep tissue massage and was not made aware of the additional cost when I made the appointment.