Hand and Stone

I really like my massage therapist, Jackie. I was disappointed that the hot stone massage did not seem to relieve pain (it was recommended by the receptionist to try instead of the deep tissue I usually get)

Difficult to have consistency in therapists.

There is nothing "spa" like about Hand & Stone in Carytown, Richmond, VA. It's basically a store with massage rooms. The lobby is a retail space. Reception staff are OK but they are as busy and talkative as you'd find in a store. No quiet/transition room, no showers. I think the space is too small for what you're trying to do. The massages are usually very good but the ambiance is off-putting. Finally, all the upselling of "services" and goofy stuff like hot stones; you know this is junk and doesn't play any role in massage. Although I suppose it enhances your bottom line. Just provide a quiet, tranquil massage experience. The hallways around the massage rooms are very tight. The whole place feels "rushed" and "business -like".

I did not respond highly satisfied in many of the areas because to me, that signifies perfect. There is always room for improvement in anything we do. So please do not take the lack of highly satisfied rat gs as a negative; there was no negative!

I’m never told how many points I have or what perks I’m able to use. I always have to ask/remind them when I do have an upgrade, etc.

few appts started few min late and ended on time so missed few minutes of massage time. Like current therapist but have had varied experiences in past. Haven’t been able to book online and told I have to call, couldn’t be assisted when on site.

I didn’t see any significant change in my skin, but this is not to say the experience wasn’t relaxing and pleasant. One minor issue was that the esthetician as not in her usual room and as lacking a tool that she needed to try to remove some bumps on my face.

Was asked if I wanted water at check-in as usual. This time I said yes but it was never brought to me as she stated. After almost 10 min I got my own. Check out person kept interrupting conversion I was having with a therapist, even though I told her I already tipped & already booked for next month

There were numerous time I was not able to keep appointments I had previously scheduled due to a clinician no longer being available or no longer working there.

I was satisfied with my experience.