Hand and Stone

My massage therapist was "deep tissue". It was painful which I mentioned several times.

No shower available for after. This is pretty much going to be the deal breaker for me going forward and why I will not join your club. Therapist did not massage arms and hands, though the rest of the massage was great. The aromatherapy in the waiting room was overly strong while there was nothing in the massage room. This is a small thing, and I am sure you would have had it if I had paid for it, but it is these small things that matter. Aromatherapy is pretty darn cheap and a point of contention that you charge for it in the room. Even a squirt of something before the massage begins would have made for better ambiance.

The first time I had a massage the technician did not warn me about the amount of oil that would be in my hair - I would have put it up. And the length of time it took to get a response when I needed to cancel my membership. Other than that - a great facility and I loved my second technician and her demeanor. And when I was helped with my cancellation - the manager could not have been more gracious.

I feel rush during my time.

I wasn’t able to book with my regular massage therapist so I went with another one. Was not as pleased. She talked too much.

Beds are not long enough.

Overall great experience. The booking process was awkward but the person helping me on the phone was friendly, it just seemed like the computer system was slow or maybe they were really busy. I always had to get called back when I called. We originally had a female massage therapist who called in sick so we had to play phone tag to get confirmation of our new person since he was male. Both massage therapists were very good- we are both happy with the overall experience.

Financial hardships

I’m satisfied but not highly. Nothing is beyond what I expected. It is somewhat a routine to me so nothing really stands out.

I booked my first appointment online for a facial the following day. Upon arrival, I was told that they "tried" to call me as the website made an error and booked me with an massage therapist by mistake. I never received a call or voicemail from anyone. The attendant offered me nothing to fix the problem - only a disingenuous apology. I had to ask how they would make it right and was eventually offered a $20 gift card. For a first time visitor, if Hand & Stone wanted my repeat business, this was a very poor way to handle the issue. An online error is not my problem. And standing by a phone call that was never made is also not my problem. Because of how poorly the situation was handled, I highly doubt I'll return. Certainly not with a recurring membership.