Hand and Stone

Specially asked for a female and she set the appointment. Asked who it was with and she said Brian ? Seemed upset when I again asked for a female

Massage was to soft, felt like I just came for a back rub. After leaving, it didn't even feel like I just had a massage.

Don’t give enough notice when they cancel Not always on time getting you from waiting but they certainly end 5 minutes short like they’re supposed to

Only at satisfied level since I just didn’t go to the highest level for no specific reason. Excellent therapist, lively front desk staff...I’ve been coming for years without disappointment.

There was confusion at check out. I was told that I did have any services when I questioned her. She said it was taken care of and said I could go. I had upgrades. I was then called to collect in those. I was fine paying but the receptionist was clueless. I had made this appointment because there was not a esthetician when I was scheduled later in the week because of a training issue. There little done to make their scheduleinf problem right. Toss in an upstage or something. The customer service had been diminishing as well. The only time they went above was the day they sold me the membership. The turn over had been ridiculous at this location. Every time I build rapport and find someone I enjoy, they leave! I am disappointed.

My first time having a couples massage and I had filled out the “add on” sheet with the hot stones because they were 5 dollars off. I had never received the hot stones and my masseuse said she was going to go check and so we were waiting in the room for an abnormal amount of time and she never came back in so we just got dressed and left. I mentioned it to the receptionist in hopes we would be offered the same 5 dollars off if we come in again but she said “oh okay well we won’t be charging you for that”... as expected. Must have been a miscommunication. Other than that I was happy with the experience.

Issues with scheduling online, not user friendly. When making appointment or even when arriving, not offered add ons, but have to inquire. I feel the waiting area should be in the back, more relaxing and setting for the mood.

There was confusion on how to use my massage upgrade with my membership points. The therapist gave one explanation and the receptionist another explanation.

I am very happy with the overall experience, but the prices keeps rising. My service went up $10 last year and now its going up again another $10 next month.

I felt I was being nickel and dimed. I come to Hand and Stone 2 - 3 times per month and have for around 2 years. I’ve always been offered to pay with my monthly package early or been offered to pay a reduce cost because I have a membership. I had to argue with the receptionist in order to not pay 70+ dollars for a service. I also had to wait over 5 minutes to be checked in, which has never happened before.