Hand and Stone

When checking out after my massage, the receptionist asked if I wanted to book another massage. I told her I had already booked a couple massage for me and my husband. I asked if the therapist would be back and told me she didn't know, if she wasn't, my massage would be canceled. I was shocked because it was booked as a couples. I asked for a different therapist to ensure my husband and my appointment. If I didn't inquire, my husband and my couple's massage may have been disappointing and not happen as the original therapist had been out for several weeks already. My other massage that was booked in January, which I confirmed twice (email and text) was canceled due to therapist illness, and i was told upon my arrival. Receptionist was cold, umempethic and did not ask me to reschedule. I left feeling unappreciated as a member and customer.

The last appointment was highly satisfactory, however, previous appointments have been cancelled by the provider. Also, the quality of massage providers varies greatly.

My skin felt great after the treatment but it was not super relaxing and my esthetician spent majority of the time trying to sell products. Note: I did ask for a moisturizer recommendation. For $150 I should have felt like I had an awesome experience I can’t wait to repeat and this is not true at all.

The receptionists really put a damper on the whole experience with how unprofessional and rude they were.

I encountered a problem with a gift card that I purchase call to resolve issue receptionist was very rude.

The appointment was for an hour and was roughly 35 mins

I was handed a tablet to complete a covid screen, but when I scrolled up to see what I was signing, it was actually an arbitration agreement. I am very disappointed to see Hand and Stone requiring arbitration. I do not agree with arbitration and do not believe you should require your customers to sign such an agreement. I am also frustrated that I cannot find an accounting within my online account showing my history of payments, how many credits I have available, or anything else reflecting my account activity. It would be very helpful if I had access to that information rather than having to rely on a receptionist to tell me what my account status is.

As requested for my massage therapist; Conner did wear a mask. Outside in the receptionist area, workers and some customers weren't wearing masks. Also, before I knew who Conner was Conner, he came out for water to wrap up the last customer before me. I even turned in a customer keys to the receptionist. I did get a chance to see the customer. So who knows how long the keys were there in the chair during her appointment.

Prices are never accurate between what the esthetician and front desk state. I have had to use multiple packages because what i was told in the actual room is not what the front desk states. there seems to be a knowledge issue or maybe the prices arent being accurate between front desk and the actual person doing the works. this has happened on multiple occasions and i know others who have had the same issue.

Loved Macy. She’s really nice, personable, and knowledgeable.