Hand and Stone

When I pointed out pain she continued to press on that spot. I waited a while after my appointment time but was finished on the hour instead of 10 after. My left arm got no attention.

My appt. was @ 9:30 am- I arrive 9:10 & about 2-3 customers are waiting outside of the spa. There was no one there to open up the spa! We waited outside in the heat for about 25 min- one of the massage therapist was there & he apologized. Finally another manager comes rushing in & opens the door. I quickly complete the questionnaire & meet the massage therapist- who was excellent & professional. The aesthetician was awesome too. The waiting outside for 25 min because someone was running late was not a good impression- especially for s/one who has never been there before. I wouldn’t go back to that location again.

I was supposed to have an hour massage and a hot towel foot massage...the whole service only lasted for 45-50 minutes …..thought it would be 60-80 minutes

With previous appointments receptionist staff wasn't very knowledgeable or organized. My recent visit was much better.

Waited 10 minutes after my appointment time and only received 45 minutes of massage

Great massage. But, every time I leave, someone tries to sell me something. This is annoying!! Quit trying to sell me a package or product. If I want it, I will let you know!

I was used to getting a bottle of water when I left. Now you have to get a drink of water from the waiting room. The cups are small and it isn't as filling as the bottled water.

Working in customer service we strive for excellence. In all fields there is always room for improvement

There was confusion. On phone told me I could use my gift certificate even though it was bought at another location and when I got there they said it couldn’t be. The receptionist was very accommodating and they honored it anyway and comped my visit Because of the mistake

As usual the reception area was clean and welcoming BUT no one knew my name when I walked in. The girls were different again from my last visit a month ago. (3rd month in a row) They were well trained in how to handle the system but they really weren't trained in good customer service or sales. As an example of the lack of Sales training they had a client leaving who said They didn't like their service because their regular therapist didn't work there anymore so he said he wanted to cancel his membership. Their response was to tell him he owed $10 for his Deep tissue massage (recent price increase that clients were never told about) and that they emailed him the termination paperwork for him to sign and return. When he balked about the $10 they immediately removed it which just left him even more disgusted with the place than before. They should have skipped the $10 altogether and tried to incentivize his return with another therapist or session. Giving away $50 to keep someone is worth more to the bottom line than $10 while they head out the door to tell their friends you suck!