Hand and Stone

I did a last minute booking over the phone, and the phone call lasted almost 10 minutes. The person I spoke with knew that my appointment would be happening in less than 20 minutes yet told me to arrive 15 minutes early and detailed the 24 hour cancellation policy. I was late to my appointment due to the length of the booking phone call. When I arrived I was seen by a different massage therapist than the one I was told I’d be with on the phone. Had I known I would be with this person I would have asked for a different therapist or rescheduled as I’d been seen by them before and had a mediocre massage.

Price is too expensive

I wish the room would not be so dusty. Maybe spray some room spray in the bathroom needs to be cleaned up more towels or some towels

You could hear a lot of noises coming from outside the room.

Before I begin-Please fix/replace the facial steamers at the Alameda location. there was not one was not available for my appt. I believe more than two esth's were sharing. I told mine not to bother (because it would be too disruptive an experience for me.). I love my esthetician and I followed her to H&S. I had never been to a H&S. I'm used to a very quiet location, not a glam space where many people are being serviced/sold to at one time. I felt assaulted by the 'very' friendly people in the lobby area, none of whom I have a relationship with. Asking me " so how stressed are you today?" is no one's business. The reception people were nice enough. After a facial I'm in a zone. That is not the time to run through a membership program and ask if you'd like to buy more things. That was very off-putting to me. Turn the lights down. Put up some window coverings to soften the 'Ultra-esque' feeling of the lobby space. And please, please purchase new steamers and maintain them so my facial receives all the bells and whistles that I pay for. If your technicians won't maintain them, then hire someone to do it.

Kat, therapist. was totally outstanding-best I have had in listening and adapting. I would highly recommend her. Other staff also excellent. My only complaint is the barrage of emails you send clients- I had 11 emails from you in first 36 hours. Obnoxious. Stop spamming your customers.

I prepare to be ready to use the maximum amount of my time on the massage & less preparation and dressing time. I don't feel that is their focus. Very laid back with no urgency. Lots of unnecessary movement.

Always room for improvement

Wasn’t taken to the room until 11:07 yet appointment ended at 12:00 noon exactly. If you are going to start late, I shouldn’t suffer the consequence - appointment should have gone a full hour so with change time I’m getting closer to 50-55 minutes of massage.

My hand and stone experience was ok. This time when I visited - my massage therapist did not utilize the time well and because he was running out of time decided to skip my arms. Secondly the robe provided did not have a sash...and the slippers provided were 100% re-used...and were falling apart. While the therapist apologized - I just felt like things needed to be upgraded. My facial aesthetician did not even show me a mirror and ask if I was happy with the service.