Hand and Stone

The waiting room could be more spa like and private. The massage rooms could be a bit more spacious

I had to reschedule my appointment and the receptionist offered me 2 available appointment times. Unfortunately, I was booked for a different appointment than I had verbally confirmed over the phone. When I showed up for the appointment time that I thought I had booked, the receptionist was unable to accommodate my needs. She was friendly though and it was not her fault that the massage therapist was fully booked. When the manager intervened, she originally offered a complimentary upgrade but seemed to walk back on that offer and seemed frustrated that I was still disappointed in how the situation was playing out. It made me reconsider my membership.

I enjoyed my massage with Chelsea. The problem is that there are very few appointment availabilities unless you book three weeks in advance. Even if you are put on the waiting list you don't get called. Not sure I will continue with my membership. I have been a faithful member since this location opened and have gone through a few therapists. It is not the quality of the massage that has upset me but the availability.

The massage therapy room was chilly and the massage lotion very cold. The lotion needs to be kept in a warmer.It is not relaxing when a cold lotion is applied to begin the massage

Everything was fine. My therapist is great. It's just what I expect for a massage.

I'm a member of Hand & Stone in the state of New Jersery. Prior to my vacation, I booked two services. I used my free hot stone massage for me & I booked a massage using one of my packages for my husband. However, when we arrived on our scheduled appointment, only my hot stone massage was scheduled. I wasn't happy! Therefore, I gave my appointment to my husband for a regular massage. The rep stated to me that my hot stone massage will be credited back to my account. I was very disappointed with Hand & Stone and that left me with a bad taste in my mouth. NOT a good way to end my vacation in Richmond, VA!

the booking website isn't secure

Poor Front Desk Customer Service. The service is very inconsistent. Some people will left me use a gift card to pay for the tip, some won't. Then there is difficulty when calling in. I had to repeatedly leave messages because I could not get through to anyone at the front desk. I asked to me registered to use the mobile app, well, she did but then it didn't work. So I physically went to the store to inquire why and it turns out, she entered my email address incorrectly. Front desk just appears to be sloppy and careless. If C'asha weren't as good as she is, I would never go back.

This Hand and Stone location is clean, the staff are friendly and will accommodate as much as possible, and the ambiance is relaxing. The experienced therapists are able to provide good, consistent massages, adapting sessions to a variety of needs. This is a clean, reliable, and safe environment to receive bodywork.

OK, so I do the Massages and I do brow/bikini waxes and CANNOT book online. This is highly frustrating for someone who is busy to try to go back and forth with the receptionist to coordinate. Because I like a particular therapist who is in demand, its hard to book her the week ahead and online wont let you do it very far in advance. if they have the system, then I am not sure why it cant be more productive!