Hand and Stone

H&S is not a luxury spa experience. It serves a very convenient purpose for an excellent massage in a "nice" spa - but for it to be excellent there would have to be value adds, such as tea or water offered upon arrival, a more luxurious waiting area, fresh flowers etc. etc.

Do not have experience of other salons with which to compare.

Location is convenient but feels not as spa like. My massage therapist talks a lot. Technique can feel repetitive and basic.

Appointment times for evenings and weekends are hard to get. Pricing is a bit higher than some places. On-line booking system is difficult to navigate.

There are two pain points: 1. The app shows all massage appointments as booked solid for the next 12 months. 2. The main receptionist makes very negative comments about colleagues, management and guests. This is common over the past 4 years. She makes very negative comments about massage therapists to guests and then turns and makes vile comments about guests when they leave to whomever is working beside her. Her level of customer service is low and toxicity is very high. Why is she is still employed is a mystery. While I was waiting with another guest yesterday, we remarked that ‘customer service’ is dead and in the past foul language would have been automatic dismissal. Andre and Georgia are the only reason that I return.

my massage therapist did not wipe the oil off each area after she worked on it.

With my service, it would have been nice if the receptionist advised of what promotions the spa currently had that I could have taken advantage of like the free scalp massage with the purchase of a massage. It wasn’t until after my appointment I asked about it and she laughed it off like it wasn’t a big deal and basically insinuated well it’s too late now that your massage is over. Seems like the promos are not widely advertised verbally by the spa so the clients can’t take advantage of them and in turn the spa doesn’t have to give anything for free. That’s the impression I got anyways. I also could have purchased a gift card to save some money and then use it to purchase my massage. The receptionist also failed to mention this. Not too happy that I could have saved some money and had a free service but the spa failed to mention it.

I guess I did not know enough about which type of massage wanted and was unable to choose what type I wanted for my specific areas… I did say my neck and upper back between shoulder blades was where I had pain. Georgia was very nice

Need better music. Nicer smells although acknowledge some have sensitivies

2nd time I was there. I was very satisfied with the results. The reception staff were ver friendly and professional. I was pleased with my esthetician as she was informed, approachable and welcoming. I felt confident in her ability.