Hand and Stone

The Good: Easy to get an appointment. Receptionist very polite. Katherine provided an excellent service. I would absolutely go back to her again. The Bad: Before arriving - Receptionist did not have a clear understanding of what services I could get with my packages - could not describe packages. During the facial I agreed to an upgrade because Katherine assured me that my packages would cover the costs. After the facial I was told I had a balance of $30.00. The receptionists were not even aware of the sign directly behind them that had a $10 discount. They applied that and then told me I still owed $20.00 - it was their mistake. They told me over the phone my bonus points would cover the $20.00 upgrade but at checkout they told me that I did not tell them I wanted to use my points. That exchange was uncomfortable. It seems as though something goes wrong every time I go to get a service. I am going to try again next month, but will most likely cancel my membership at that time if there is another awkward and unnecessary issue. I feel that there is a lack of clarity on the packages and upcharges. It is very disappointing because the actual services I've received have been great.

For this appointment, I was rescheduled from my regular therapist to another and finally to the one I met with.

When booking my prenatal massage I asked to also book an underarm wax. The receptionist scheduling me said she could not book it, would need to talk to an aesthetician and call me back.. I never received a call back and had to ask them if there was availability when I arrived for my massage the next day.

Suggest allowing customer to pay prior to massage. Dreadful dealing with payment, booking next appointment after massage. Also, been member over year now, and I still have to explain in great detail to the receptionist how I wish to pay in cash for my membership fee - don't want card drafted. They have very hard time understanding my request, and it leaves me frazzled after I get out of my massage and explain that repeatedly every month.

I was very pleased with the wathetivian'a skill with extractions, but felt like the rest of the facial was of lesser quality than other times I have been.

Therapist was good but the technique used was not to my liking. For lack of a better term it was too probing and alternated between being painful to ticklish. Too much glute focus and I was uncomfortable a significant part of the time. I have no issue saying when the pressure is to heavy but in this instance I didn't know how to give Jennifer immediate feedback as it was more her technique that wasn't working for me. It was nontraditional compared to the swedish massages I've had over the last decade. Jennifer worked really hard and was extremely professional ... I just didn't care for the type of massage she delivered.

I would like the ambiance to be softer, quieter, more relaxing. The reception area is very commercial and not relaxing. Wish there was a separate waiting area away from the front so it’s more quiet and not so bright. Perhaps have the waterfall and music playing in that area. The decor is very basic as well. Nothing that makes me think I’m going somewhere that really stands out and is any type of upscale; not quite sure of what direction the manager wants their branch to go, but I feel it should be classier and nicer.

For the most part, this establishment is not a med spa and therefore rather limited to just basic facials and massages. Services such as micro needling and cavitation would be a greater attraction for me. In addition, I sometimes feel rushed and noticed that technician is moving on to the next client...and realize that perhaps I needed more time with extractions or extra time with a mask.

Card info lost, phone call by receptionist had info different than confirmation emails. Did want to give card info over the phone and she said I had to or could lose the appointment. First time visit and she made no effort to resolve the sitiation.

The massage therapist was new and seemed rushed. My neck is worst today. I work up with a knot. I will book with my regular therapist in the future.