Hand and Stone

I wish the facial was longer, the full 60 mins that I was paying for. Also the aesthetician spent a lot of time promoting the products rather than creating a calm ambience.

I usually use two packages at once, and I used to be able to leave the remaining balance as part of the tip. Apparently, that is no longer an option. So I must buy something else, or use a hot stone package. I don’t like the hot stones. They hurt me. And I don’t want to be forced to buy whatever product on the shelf just to not waste that leftover balance. Why can’t the leftover money roll over to the next month? It sure seems like a scam to “lose” that leftover money—like Hand and Stone is stealing what I already paid for. I am seriously thinking of ending my membership because of this issue.

The therapist was excellent. My only complaint is the constant turn over of staff. Once you find a therapist that works for you they're gone. I'm a business owner in the same market who has some turnover, but a majority of the staff has been there 10yrs or more and are hourly paid employees, non college educated. So are you not paying them enough, not giving them a schedule they can live with, or not marketing effectively to drive business to the spa? This location is has VERY upscale highly educated clientele and is saturated with other message franchises. What can you do to rise above the rest. I have membership at Message Heights and use to have one at Message Envy. I left Message Envy because the owner didn't reinvest in his location and it became ratty looking and dirty. Message Heights is on the same trajectory which is why I joined your business. But the constant turn over is frustrating. I don't know how your business model works, maybe pay high performers a higher percentage of the fee then the new comers. Once they build a large clientele the get a progressive larger amount per client seen.

It was OK ... just getting used to a new therapist. The added scent(s) in the waiting area are too strong for me!! Thankfully the rooms are not scented like the waiting area!! That would be a deal breaker!! :-/

I was highly satisfied with my recent experience, but it seems your location has a revolving door. My last therapist I saw on a regular basis left Hand and Stone and some of the therapists I have seen since are hit and miss. Some are better than others. I think your location is always clean and I love the flavored water the receptionist offers. I think the price point offered with the membership is about average for the area.

The facials were great, the estetitins hands smelled like smoke that bothered me. During the couples massage, the scalp massage was not very good. The massages were fine but felt like they ended abruptly and was not full body, which we asked for. Also the lights were pretty bright. Just not as good as an ambience all around as other massage places.

While I enjoyed my facial I would have preferred my hands to be massaged and put in warm gloves and less time massaging my shoulders. Thanks

The massage therapist was not on time for the appointment. I just didn’t click with the therapist.

Everything was great.

I made sure to arrive early to take care of paperwork so that it didn't interfere with my massage time. I ended up having to wait about 4 minutes before getting called back to the room and was on the table at 10:05 (10am apt). I wrote down that I did NOT want my legs worked on and to focus on neck shoulders & back. She spent the most time on my legs & arms and only a few mins (maybe ~10?) on my problem area (really disappointing). She then stopped the massage at 10:50 (45 minutes, Yes I looked at the clock) and said "our time is up, 50 minutes go by so quick". I understand we need time to dress/undress, but I don't need 15 minutes. And she shouldn't have said she spent 50 minutes when clearly she didn't. I was waiting on her, not the other way around. I am very considerate of other peoples time and I expect the same. Perhaps this company should consider scheduling appointments with 15 minute windows in between appointments so that the customer paying for and expecting a 60 minute massage doesn't leave angry when they only receive 45 minutes worth.