Hand and Stone

I’ve been a member in Hand & Stone for many many years. After Covid the availability is horrible. And that after the new owner took over it got even worse. I canceled my membership

The therapist asked me about specific areas of concern and then proceeded to perform a standard massage that is taught in massage school (former therapist, so I know the standard protocol that is taught). Maybe she is a new therapist with little experience? I thought the cost of the hot stone massage was really high as well. It takes little time/effort to heat and clean the stones.

A few times my massage was canceled at the last minute. The first time she was 15 mintiest late. I end up canceling because I over heard that she will be backed up for the rest of the because she was late. The second time my massage was canceled an hour before my appointment. My time is valuable also and if miss an appointment I could be charged.

I feel the spa needs a refresh. The bathrooms are not as clean or well stocked as they used to be . The lobby and massage rooms look tired and worn ie the fountain is often not working, baseboards and cabinets of rooms are worn. Floors not clean

The problem was the intake form. I filled it out days before my appointment but when I got there I had to complete it again.

I had a hard time scheduling the appointment due to available times to meet my schedule. Then the appointment got canceled due to the technician leaving the company.

Hard to book a month in advance for after work hours

I thought I only had to wait about 15 mins. Between facial and massage, but had to wait longer. The room they put me in to wait ( the relaxing room) was not very relaxing. Needed to be more comfortable.

The online booking process is not user friendly and the time slot availability is way too long. At first the times available were end of May and then when I logged on again there were openings that day. I wish there was an easier way to book both a massage and facial for coordinating appts.

First, the number of emails and text reminders asking me to confirm my appointment - after I had already confirmed it! Second, I waited nearly 15 minutes to check out after my services, which was a bit ridiculous.