Hand and Stone

Time said 4:07 when I laid down on the massage table and 4:54 when I got up. Not the full amount of time I was supposed to have for the massage.

was there early, but waited for 10 minutes past the appointment time with no explanation. Therapist started at 9:15 and ended at 9:59 which cut 6 minutes off the 50 minute appointment. Had to go find a hot towel, and I had too much oil on me at end. Usually very pleased with our experience, but no one acknowledged the problems.

I had some specific needs and although my therapist was very nice, I felt he was not entirely connected to what I needed. He talked a lot which I tend to have an aversion to while being massaged. Also, I thought it was going to be a full body massage and he did not work on my arms, hands or face at all. I was disappointed in that. I think he is good, we just may not be the right fit.

I was offered the opportunity to add on services. I chose to add on a scalp massage and Himalayan salt massage. I did not realize, nor was it made clear, that adding the scalp massage would take away time from my regular massage. I thought because of the extra charge, the additional service equated to additional time. It did not, and when you add that to the fact that my appointment started late, overall I was not satisfied in the value for what I received. I also felt the upsell for the scalp massage was deceptive.

I feel like the waiting area could be more serene or closed off to begin the relaxation prior to massage.

I don't ever give the highest grade on any survey. Satisfied is the highest I'll ever give.

The only thing I was not highly satisfied with was the fact that my massage didn't start until 10 minutes after. Also, they always end it 10 minutes til, so I really only got a 40 minute massage. Other than that, everything was great!!

It is much harder to get appointment times with specific therapists/estheticians than it was at the time I purchased my membership.

The décor and ambiance of the Carytown location is very lacking compared to the Short Pump location. Also it would be nice to have end tables between the chairs in the waiting room so you don't have to reach so far to the single coffee table to put your drink down. The Short Pump location has more of a spa like aura. Although this location is closer for the better experience I will be going to the Short Pump location next time.

After appointment, the credit card machines were down. I was told by the receptionist that they could charge my card later. I wanted to also buy a gift card, but had to come back to purchase them.