Hand and Stone

Not highly satisfied with reception area because I waited outside due to Covid. Parking at the shopping center is difficult. It was my first visit; I wish the precheck list explained the tip should be cash.

The therapist did a good job. I understand restrictions are in place for safety, however, no one else was in the waiting area and it was really cold to be standing outside the door of the building for greater than 5 min. The room was cold so my hands and feet were cold the entire duration of my appointment. I am used to having a change room for dressing and undressing and didn’t feel putting my clothing on a communal chair is in line with the safety measures that mandate me to wait outside.

There were 2 times during my facial that a product had to sit on my face for about 5 minutes. I just laid there and the employee just sat there not doing anything. I have been to other places and had facials, and during these "down" times my arms, shoulders or hands were massaged. This practice should be incorporated at Hand and Stone instead of just laying there and having someone in room just sitting there.

The esthetician was very good and gave me a blanket because I was cold I was surprised that I didn’t have to undress and put on a robe as I did with other spas. I was ok with it, just different. I noticed the arms n hands were not

Every other store - my hair dresser, my wax salon, my nail salon - has solved waiting area in a variety of comfortable ways but Hand & Stone. I wait outside in rain, snow, winds, below freezing temps. FIX IT. Every one else schedules so few people R waiting at the same time. FIX IT. Typically I loved the desk staff - friendly, helpful problem-solvers. I have asked for the same product for 3 visits and it is still not in stock. No one orders it. No one calls me. I will go to Ulta LITERALLY NEXT STORE DOWN to buy it. If I didn’t LOVE my masseuse I would go elsewhere and PAY more money

My massage with Lily is always great. She is very pleasant and super knowledgeable. I look forward to coming when I know I am going to see her! She takes the time to listen to any issues I may be having and she addresses them accordingly. She is by far the very best!

I asked for more pressure twice. And it still wasn’t enough

I was told to wait outside in 30 degree snowy weather, when there was no one else in the lobby and the attendant was behind a plastic barrier. I had a mask on and was not near anyone else.

Waiting outside in the cold seemed unnecessary, especially with such a large waiting room. I wish it were possible to reschedule or cancel appointments online. I'd also like to see more affordable a la carte options instead of the membership.

I wish that the therapist had applied more pressure. I miss the blankets that used to accompany the sheets. I understand this is probably a result of the pandemic, but the blanket makes it easier to relax.