Hand and Stone

Blind-sided by the attempt at charging me a re-enrollment fee of $40. Do appreciate it being waived by owner. The $10 extra charge for deep-tissue massage. Front desk nice but not on top of their game. Didn't seem like anyone really knew what they were doing.

My therapist has left H&S.

Initially didn’t get the therapist I booked with. Was changed to someone working their first day who said she couldn’t give me a dry massage. Very unprofessional and delayed me appointment significantly as they had to switch to another therapist. Ironically the one I was originally booked with. Carolyn was great. Checkout took a long time as the staff is untrained and not knowledgeable. Customers were lined up and really frustrated.

Rita is no longer there. Prices going up. Lorenzo is ok.

It seems that every 90 days after I find a good massage therapist she transitions out of the location. I don’t like switching every three months to find a new massage therapist that has the style and pressure that relaxes me.

Many people are good at giving massages, but when I pay for one at a professional place, I’m expecting an excellent one, which often requires a natural talent as well as an education on how/where to induce pressure on each muscle.

I had trouble booking online and when I called, Grace had no knowledge of how the online booking worked. I had logged in to my account but the system did not recognize me as a member. Since we earn points for booking online, seems like the staff should know how that works. She set my appt for 11:15. I spoke to the receptionist when I arrived and together figured out they had a typo in my email address. That should fix the problem but haven’t checked yet. When I went into the room I learned my appt was at 11, so technically I was late. Since no other appt after me, I got my full time. I’m would encourage the owner to have their staff learn how the online system works since it is a part of the franchise offering.

I've been coming to Hand & Stone for a while, I'm very comfortable. The manager, Sharlene Bass, is very attentive. My esthetician, Taylor, is amazing, very friendly, and has very soft hands lol.

All went well.

Rita was excellent. One of the best therapists I have ever had. Look forward to seeing her again and continuing to work out my issues.