Hand and Stone

The massage was amazing

Hi - I have had some issues resolving issue of guest use of member packages; Apointments need to be made far in advance it seems/difficult to get appointments. Feels like appt starts late/ends early and too much time given for change of clothes frequently. One bathroom out of order and the other was out of paper towels and the quality has decreased - using unpleasant hand soap in terms of color and scent and feel. On the other hand, reception accommodated me when I forgot my bike lock and let me store behind reception. I also appreciate membership holds.

There's always an issue during my visit regarding my prepaid packages available.

This massage therapist was not as friendly as others I have had. She did not meet me in the hallway or offer water after massage was completed (which is what usually happens).

I like Karen and would work with her again. Originally I made the appt. with Ellie, and so I was surprised to be greeted by Karen. Ultimately, Karen was very attentive and professional, so I would request her again. It does seem that a couple of my previous therapists won't work with me because of my two fungal toenails (big toe on each foot), so I start any session by saying that the therapist doesn't need to touch my feet, certainly not the toes. :) :) I tip well, so that can't be the reason that so-and-so is "not available" again. I understand preferences and boundaries, but if I have a regular monthly program, then the "not available" makes it hard for me to receive the service I'm paying for automatically. Anyway, sorry for the mini-complaint. Every therapist is different, and I've never really been disappointed with any one of them. I tend to go back to Kirstin, but the variety is also fun. As for the fungally funky nails, they're hard to get rid of, even with the very powerful anti-biotic prescription and chlorine in the shoes.

It's become increasingly difficult to book a therapist who I know and like without a lot of advance notice. It seems as if you have fewer openings than ever on the weekends.

I had trouble making an appointment online. I had to select each type of massag to find the massage therapist I preferred. I found her under sports massage after several tries under deep tissue, Swedish, etc. Then at check in, I think the receptionists could do a better job at being more welcoming, like offering water. At check out, the receptionist could also offer booking a follow up appointment instead by of reminding me of the upcoming sale. I will be back though.

My therapist was not friendly. She spoke somewhat harshly and I felt rushed during the entire process. She was not very varied in her technique - didn't apply the right amount of pressure and did not focus on the right areas. I found myself wishing the session ended early. When I told the receptionist that the massage was "just ok" the receptionist did not inquire further and simply asked if I would be leaving a tip. I thought that was rude as well.

I really like this hand and stone the only thing is that the receptionists can learn more about customer service. One time I booked a massage appointment online with a specific massage therapist and she ended up not being able to work but no one told me that. When I arrived for my appointment I found out that it would not be with the massage therapist I wanted. Ultimately, I decided to go ahead with a different massage therapist but I would like to have known ahead to I could have rescheduled with the specific therapist I wanted. Throughout the year I have been coming here I have seen the receptionists bicker among each other in front of customers several, several, times, which is really unprofessional and not a relaxing ambiance. I keep coming back and recommending this spot because of how great the massage therapists are but the receptionists should definitely have better customer service training.

I don't want to get the therapist in trouble and would prefer to remain anonymous, but I thought it was slightly odd and not as professional that she was recruiting clients as she tries to get her license to do facials at her school. It wasn't a strong pitch, but it did make me a bit uncomfortable.