Hand and Stone

I was surprised that for a 50 minute massage and 50 minute facial my cost was $280! I felt taken advantage of and pressured into a membership. I would have thought there would be a new client fee for trying out the services. I don't see how these rates would encourage someone to purchase a membership, despite the same day savings. It's not an incentive. I felt blackmailed into a membership. ..either pay a ridiculous rate or handcuff myself to a membership. I had a terrible experience with H&S during Covid. During the onset in 2020, I could only pause my membership 3 months and I had 60 days to use 5 credits. They wanted to to risk my family health or lose hundreds of $. I cancelled. While it's under new ownership now, I've seen no evidence of policy changes. The membership materials do not specify what a 'nominal fee' to transfer credits, nor indications that my credits could be used within my immediate family without cost. There is no documentation about cancelling and impact to credits. The only thing that seems to have changed is excessive non-member pricing. While I loved my facial and could like to return for both services, I don't see how I could under the circumstances.

Do you mean highly satisfied in all categories? Highly satisfied implies something is beyond normal expectations. I expect high quality as a normal part of my experience which I received, which is the standard you should be evaluating. I have a problem with the quality of the survey questions and the expectations of the answers. Thank you

I booked a 90 min massage and not only was the therapist 10 mins late I only got about a 45 min massage cause he was having a mid life crisis

I booked an appointment over the phone and was assigned a specific massage therapist; when I showed up, they had booked me with someone else with no explanation of what happened. The therapist that gave me my massage was still good.

Membership is getting more expansive.

The therapist came out 10 minutes after my appointment was supposed to start and said he didn't know I was there, and that the app they use never works. There was another unprofessional, loud comment about a customer who needed extra time to get off/on the bed.

I enjoy the cleanliness of Hand and Stone. I hope they treat their staff well to keep them happy.

I paid extra for sensitive skin facial and the esthetician used a product that made my face burn. I don’t know if that could have been avoided or not, but it was uncomfortable and I had to tell her it was burning, instead of her asking how it was feeling on my face.

It was fine. Ambiance was nice. Staff was friendly and knowledgeable. I just think more can be done for a facial. At other spas they do scalp and neck massages. Or hand and foot while masques dry.

Rate increases.