Hand and Stone

I only come home from college ~1 weekend/month. I scheduled my massage to be on that weekend on Sunday, but was called Thursday night and asked to reschedule. Luckily I was able to make it work Friday night at 9, but it is very frustrating when my initial appointment gets cancelled due to "scheduling mishaps". This is not the first time this has happened to me either.

When I comment neither satisfied or dissatisfied. It's just a neutral statement. It either isn't important to me or I don't feel like it was that wonderful to receive a satisfaction rating. For example waiting in the reception area was fine. The cleanliness of the room was fine. Products to use were fine.

I was informed in the room of the new upcharge for deep tissue massage with a select masseuse, which I had not been told previously. I think this should have been told when I booked the appointment - as it would affect the therapist I chose.

Appointment did not start on time and wasn’t given a full hour massage. Massage therapist talked more than I would like.

I told the person on the phone whom made my reservation with that I was pregnant but I guess she didn’t note it or tell anyone because my massage therapist didn’t know and seemed somewhat upset by it when she saw me in the waiting room

I tried booking an appointment online and never received a confirmation or heard back from anyone. So I called the spa and was informed I didn't have an appointment booked so I had to reschedule it for a week later. The online system does not work.

Membership price has increased. No better/improved service for the price. Desk staff need to be more friendly and helpful.

I was recommended an update to do the LED phototherapy for my hyperpigmentation concerns, but asked I asked how it would work/benefit for me, the aestethician was not really sure how to explain. Also, I wrote on my repeat facial form that I wanted to know what products were being used, and none were explained. I was not asked if I wanted extractions, so that wasn't done. But, the shoulder massage and neck massage was top knotch.

I booked my appointment over the phone. When I called, it was answered, "Hand & Stone, hold please." I then waited for over 10 minutes on hold; when the receptionist came back on, she didn't apologize for the wait. Such an easy thing to say really frustrated me about the process. My massage therapist talked about his political views etc. during my massage - not relaxing! I would love to speak with someone about this as this was my worst H&S experience.

I bought gift cards and both people weren't thrilled with their massages, not sure who they saw. I was embarrassed and didn't want to ask too many questions. I get a facial and when I first started, both people I had were no longer their and I was ready to cancel my membership. Since I requested having the same person (Kathryn) I've been very satisfied, I just don't think I would recommend it to people unless they were getting a facial by Kathryn. They are both people that have gone to other establishments prior for massages and have a knowledge of a good vs. bad experience. Not sure if it is an ongoing issue, but it seems like there was a lot of turn around with employees.