Hand and Stone

The massage therapist is outstanding. The receptionist is outstanding. I find that I can't always get scheduled on times that are convenient for me. Your best massage therapists keep leaving. Your reception area and massage rooms look and feel outdated. My membership price was increased and I received no notice.

See the comment I left. The receptionist area needs a deep cleaning and the online booking tool is worthless if it isn’t maintained. Please do something about this!

I just think that the place should be spotless. A spa is supposed to be a treat and if the environment is not clean it makes me feel like other things might not be clean. The bathroom is also not usually very clean. I expect more from a spa.

I was very pleased with my facial but it seemed pricey.

My original appt had to be changed due to staffing problem. I forgot to mention to receptionist of a bonus I could have used during my service

I felt like I was often trying to be upsold. When I checked in, when I first spoke to my massage therapist and a couple of times during the massage, I felt like people were trying to sell me additional services. I get this is part of your business, but it takes some of the relaxation and escape away when I have to keep fending that off. Maybe a better balance or just offer additional services when you check in. There was also weird music at one point - it was piano versions of nursery rhyme songs, which was super distracting.

Corporate office never returned phone calls as promised, never available to assist. NW 23rd location manager never followed up on an issue. This location got too busy and forgot what my issue was, no follow up. The consistently poor service and fall back to "we are franchised and can't speak for what other locations do" tells me that I can't expect the same service any every location. The only service I can expect is bad service and broken promises.

As a side note. My massage therapist was perfect. My only issue has been, the friendliness of the receptionist when I call in to ask questions. I do not think the female receptionist I talk with is friendly. I feel the attitude when I call in (and I never call in to complain) and ask about my gift cards, etc. is always dismissive. I just wanted you to know. My overall impression of Hand and Stone is positive, and I do not think it is anything to worry over, I just do not like the way she talked with me... being in a service business.

Staff have always been friendly

Jerrod was very good. He was knowledgeable and I must say I booked another appointment immediately. The pressure was amazing. I wanted extra firm and then switched to medium firm with ease. He asked a few times if the pressure was okay. Then yes, very relaxing as I fell asleep during the second part of the massage. Thank you! HIGHLY recommended.