Hand and Stone

I just can't seem to find the right therapist. The first one used too much pressure and the second one not enough. Hard to find the right therapist.

I had multiple issues with the process of setting up an appointment. I had submitted multiple requests to the Maple Grove Info email address that all went unanswered as well as the "book now" button on the website. All of those submissions went unanswered as well. I wanted to see Shelly for my facial and Diana for my massage. When I have called in the past there was difficulties within your system to try to book these appointments back to back so I offered up an open date (and I would take vacation time for it) as long as I would get to see these ladies. It didn't work out that way and I ended up having to call in for the appointment. Why do you have an email address published and a "book now" button if you don't intend on using? If I wanted crappy customer service I would've stayed with Massage Retreat and Spa. Yes, I should've booked while I was at my last session but I was still trying to find the right massage therapist that I clicked with and the same for the facialist.

Made a purchase for which I was told was 20% off that day only. Evidently I was quoted the wrong price, as my bill reflected full price. Had also upgraded my facial, as I always do, so didn't pay much attention to the total price. When I got home, looked at my receipt. It only showed my total, not a break down of my purchases.

I have been unable to make appointments online since I joined. I keep getting told that it will be fixed and it hasn't bee. It is much more convenient to make appointments online at any time than having to call in during business hours.

I am annoyed at the $5 charge for aromatherapy. No other place has ever charged for this. I also don't like the use of lotion vs. oils during the massage. I may have had a reaction to it later in the day. : (

I was hoping to have certain extractions done, but I was told it couldn't be done. That was my main reason for coming for a facial/microderm. I tried to make this appointment numerous times on-line, both through your website and also the SpaWeek website& it wouldn't work to get the $50 SpaWeek specials. I called several times to attempt to book these, being willing to utilize any of the $50 treatments, &the staff knew nothing about them&wouldn't help me. It was clearly stated on the SpaWeek website that your facility was participating &that there were3 different treatments being offered this week for the SpaWeek special. Your staff needs to be informed. If I hadn't been persistent&called several times, I wouldn't have been able to participate. How many other potential clients were turned away? Even after I clearly explained everything over the phone the fourth time I called, when I came in, they still didn't know about the SpaWeek special that included the microdermabrasion with the signature facial for $50. I showed them the information on my phone showing the3services for $50 that were being offered through SpaWeek &your website&they adjusted my service.

I thoroughly enjoyed my visit. It was a great experience.

I came to relax and everyone was very chatty. Too chatty. The receptionists, the therapist, all of them were very talkative and it's uncomfortable to tell people you want quiet when the culture there is to talk talk talk.

When being charged for an additional service, it would be nice to have to massage extend to accommodate for the additional service. It is hard to get charged additional money, for the same amount of time.

It was very nice, I feel there is always room for improvement. One receptionist was great, the other just good. The massage room was very cold, the therapists hands were freezing. Otherwise a nice experience. The sales tactics at the end were a little strong.