Hand and Stone

The waiting room chair are not firm enough Clean, pretty and attractive just not comfortable Cryo is freezing and wanting it to work faster and better

Hand and Stone offers a pretty good service. The only reason I'm not highly satisfied is two reasons the first being I tend not to use my services and they are all now built up and then also even though I'm getting a service that is take care out of my my monthly membership there is still a requirement to tip. I also don't like that my massages never come with getting my feet and glutes massaged in addition to the rest of the body. The people are ususally friendly and I've never had a customer service issue.

The individual massage therapists are great. Two things I'd like to see changed: 1) I'm immunocompromised so it would be great if that were noted in my record and the therapist would wear a mask during my treatment without needing to be asked, and 2) Any time I have booked a massage with a female therapist, it has been switched to a male therapist at the last minute, which leads me to believe you don't really have many women working there. Not a deal-breaker for me, but my partner would cancel if he got moved to a male therapist.

therapist cancelled 30 mins before appointment and the therapist that i rebooked with was not as effective,

The front desk staff had close to zero knowledge of add ins for service, did not really try to mention anything. All were very kind. Just not knowledgeable in the services they are meant to sell. The waiting area is uncomfortable at best. The moldy, non working water fall wall piece is very difficult to not notice. It takes up half the wall and it essentially a rusted piece of metal covered in build up. The waiting area itself is very cramped and packed full of stuff. Most of it is half full product shelves with just most of the same product spread out to make it seem full. Decorations were mediocre at best and seemed more in the way than decorative. Overall the service itself was fantastic but realistically the only reason I will return is for the service provider. The front desk seemed lost at best.

This was my first time to this location and when walking in they were very loud with the greets. I'm used to a nice soft tone. I appreciate being greeted but I don't think it needs to be so loud. I'm a loud person in general & this was a bit extra for the ambience that should be set. Also, I mentioned I had a lot of tension in my back. It was worked but I was never turned over to get more in depth of my lower back. It also seemed that the appointment ended early. We didn't start until 9:08 but it was done by 9:52

The person performing my spa service seemed very inexperienced

This is a luxury service and I'm not a luxury girl, so it takes a lot for me to feel like this is worth the monthly cost sometimes.

I don’t want to be worried about upselling during my facial. My person was suggesting things that were additional costs and that isn’t relaxing.

The quality of the massage was excellent. The masseuse was professional and friendly. However, I was advised my 60 minute massage would have at least 50 minutes of hands-on massage. My hands-on experience started at 9:10 and the masseuse left the room at 9:54.