Hand and Stone

I constantly have to remind the receptionist to give me the 10% membership discount on products I buy. Make me feel like I was charged incorrectly previous times when I assumed the discount was applied. They should know based on our account if we're a member or not and automatically apply the discount. The receipt is not detailed so it doesn't show the breakdown of what you buy and the discount applied.

In attempting to book my next appointment there was some confusion about how far out the schedule went because it did not look like it was in the system yet, it turned out my preferred therapist will be on vacation for a couple of weeks which is why he wasn't showing up in the schedule. This resulted in the front desk having to call me back as opposed to them figuring out that he would be on vacation and being able to book while I was there. It is a convenience issue and also without booking while I was there I lose out on the prebook reward points.

Need online booking. Booking over the phone takes much longer than it needs to.

I booked a hour long couples massage. The appointment started 15 minutes late, but still ended at the top of the hour. I basically paid for 15 minutes that I did not receive (X2 since it was a couples massage, so missed 30 minutes total).

It doesn't seem easy to book online. I preferred Meghan - I understand she's coming back and was pleased that the receptionist mentioned this to me. The price is high.

Appointments over the phone can be a little intimidating, due to lack of accommodation of scheduling, and I hesitate in rejecting a certain time for my appointment because receptionist might not be as friendly over the phone. Also, when I dress in a certain attire service is much more friendlier than when dressed in comfort clothes.

All good

I really enjoyed the experience for what it was... an effective alternative to a full spa/med spa. I have no complaints and plan to return again soon. This visit was VERY different than my first visit one year ago. Pam was a pleasure!

I did not receive a massage so I was not able to answer the questions about massage. I tried to skip them, but I was unable to. I decided to choose neither sat nor did sat. As a neutral choice

It's been incredibly inconvenient to be without online scheduling these past few months. I understand there have been tech issues from corporate, but MONTHS without online scheduling? Without the website, consumers then have to call the front desk, thus creating more phone traffic for receptionists when they could be helping people face-to-face instead. I've had to call a few times and leave a message because the front desk was so slammed. Please, PLEASE fix the website.