Hand and Stone

I had a new therapist and it will take time for her to learn my needs and for me to convey my needs. She was good about giving me some information about new services. Probably she could have talked less. Otherwise the time was good.

Cameron was great, but he told me that the recommended facial would be covered by my package so I agreed to the recommendation. However when I went to check out I was told I had added $60 in upgrades and that I had to forfeit the additional $9 on my package to pay for it. I expressed my concern about both and the receptionist didn’t seem to care.

I am not fond of the price increase. I am considering other alternatives now that the price increase for membership has occurred. Also, I love when a spa has a certain spa smell. I do not get a therapeutic scent upon arrival that I enjoy when I have visited other spas.

It was frustrating to be surrounded by so many people without masks on. I understand they are not mandatory but I couldn’t even sit in the waiting area because no one had masks on and I wasn’t going to jeopardize my health by sitting near them.

It has become more complicated to book an appointment via phone because of the new scripting used. It is also less personal and they don’t seem to utilize any profile information from my membership information anymore…they used to do that. In person, still friendly…Emily is wonderful! I book over the phone because have had glitches with the on-line booking system multiple times so gave up on it. Appreciate your attention in these issues. You are a service industry and I feel like you are not paying attention to my needs, especially when the receptionist tells me what she can do for me in terms of a booking before trying to find out what my needs are…that is not good service for a service industry.

I received a gift card and was unsure what is was for so I need to call to make my appointment. I tried several times and received a voicemail. The one time I my call was answered I was told they would call me back in 10 to 15 minutes. I stopped by to make my appointment after I did not receive a call after 4 hours. Once I had an appointment my services was very good.

Booking my appointment I selected “firm” pressure so that is what I was expecting. The whole experience was very relaxing however the massage I received wasn’t even a massage, it more so felt like she was just moving her hands around like she was about to put pressure but the pressure never came. I was highly dissatisfied with it.

Checking out took forever we used points for stone. Y’all charged us for them. The girl didn’t know how to take them off. We had to wait. We were told just to leave they will take care of it

Took to long to find a specific location that offers couples massages. Then took even longer to accommodate the time frame restrictions I was on at those locations. Need to offer the same massage services at all the locations to make it more accommodating to the consumer.

I booked for Daniel....and when I walked in for my appt, Zoe said it was with Taylor. I know I specifically booked with Daniel.