Hand and Stone

The following day I broke out in a rash in a pattern mirroring head rest.

My only issue is the available options for booking online. Maybe I should have called the store directly. I received an email, saying I could combine 2 packages for a 120 min massage, however I paid the extra fee for the extra time. There was not an option for this combination of the packages online. It is difficult for me to fit the available time slots in my schedule.

Everything was fine but it felt a little bit rushed to meet that strict 50 minutes.

I’m unhappy my points were devalued without informing me. In general I think you could do more little extras for your members

There have been numerous occasions when I was told at booking that I qualified for a free or discounted add-on, then after the service was told that I did not qualify for the free add-on that I had already received. I’ve seen this happen to other clients as well and has me seriously considering canceling my membership.

I ran late to appointment, due to childcare. I called and left a message for someone to call me back. No one did. Instead, I came to the appointment ten minutes late and was then informed they would reschedule me. When I asked why someone couldn't have just called me to tell me they told me then I would have been charged for the missed appointment. That policy makes no sense and the receptionist was very unhelpful.

Had issues trying to book via the website. Limited appointments available.

Compared to other massage therapists I've used at H & S, I did not like her general style of touch as much. She was very nice and attentive.

The current reception area worked are much less friendly and customer oriented than before. It doesn’t appear that they have had much training and don’t seem to care about the people checking in or out. I am very dissatisfied that gift cards that I received can’t be used for products. Why?? That does not make sense.

My massage ended a few minutes before the top of the hour, and started about 8-10 minutes past the hour. I would have preferred to have spent 60 full minutes on the table for the price, and did not feel highly satisfied for that reason.