Hand and Stone

I did not have enough knowledge going into the appointment. It was my first massage and had booked just a standard one. I should have gone for a deep pressure one, but now I know for next time. I could not find on the website if add on services added extra time to the appointment. If I had known that they don't, I probably wouldn't have added the 2 that I did. I probably wouldn't have even added one. They (the peppermint scalp massage and the hand treatment) were nice and relaxing but did not aid in fixing my problem areas. When we discussed and my therapist realized what I needed, there was hardly any time to dig into my tight muscle areas. The misunderstandings were likely my fault but a little more notice on the website about no added time to added services would have been nice.

There is relentless upselling. I think a service is going to cost xx $$ or points, and it ALWAYS winds up costing more—and it’s exhausting to say no so many times to the sweet & professional staff. It’s not their fault; it’s clearly a company policy to squeeze every dime and then some out of clients.

Hand and Stone came recommended to me. I tried it and the experience was very pleasant. I have continued to schedule appointments

Appointment started over 15mins late. I arrived 10 mins early and all paperwork was filled out ahead of time so the appointment was not late due to my part however I was shorted the time from my massage. My hour massage was more like 40 mins.

Reception is dirty, too busy, music terrible, receptionists are rude don't know how to use systems, often make you wait. Rooms are noisy, small, not a luxe relaxing experience.

My esthetician was awesome and made me feel super comfortable but unfortunately the products made me break out. Hopefully next time we can work to find something that works better with my skin.

Compared to the service that I have received in the past, this last visit was simply "okay" whereas before I was Extremely Satisfied with the therapist's knowledge, pressure, explanation of irritated areas, respected my desire for not a lot of talking during the visit and I didn't feel as though it was rushed. As I say, compared to the past, this location's staff and offerings is just now...different.

Increasingly hard to get massage appointments, they typically start late, high staff turnover so can’t consistently see same therapist/esthetician

Usually the technician addresses the neck area as well as the face and that was not the case at this appointment.

It has been hard to get appointments that work with my schedule and my therapist. I also have had several cancelations on H&S end really close together and then was not able to get an appointment. I went for over a month when I have been striving to go every 2 weeks. Hopefully we are back on track. I have 3 or 4 apts on the books.