Hand and Stone

Every one was very nice and I was taken right away. My girl was so nice and very knowledgeable. She made my facial so relaxing and I felt great after.

To ask people to stand outside and wait for their appointment is outrageous. Also, my appointment in December, had been confirmed that morning. However, I was asked to arrive at a new time in 15 minutes later that afternoon. I was going with my daughter, and the girl wanted me to sit outside for 30 minutes while my daughter's massage was being completed. The girl wanted to give another person my time slot, even though I had had the appointment for weeks. I absolutely REFUSED!

Everything was great but I just didn’t like waiting outside in the cold weather to be let into the building once they were ready for me.

Reception desk seems unorganized and overwhelmed. Confusion at arrival makes things awkward. The therapist did not have the most welcoming manner.

I did not like having to wait outside and not being made aware of how long I had to wait.

As a senior citizen, I am not computer literate. Trying to sign the form on the computer is a challenge for me. Accordingly, I request to sign it in person when I arrive. The staff complies.

The person at desk just seemed liked he really didn’t want to be there. Before and after appointment. He just seemed annoyed.

My husband purchased a membership for me on 12/08. My appointment for the massage was 12/07 and they would not honor my membership. I had to pay $59 because I booked ONE day earlier than the membership started.

Understandably, no one was allowed in waiting area due to virus precautions. However, rather than using my car as a waiting area I was asked to stand outside the door... it was cold and raining. I could have waited in my car as I do for most other places, but the receptionist asked me to just wait outside the door. Another client arrived after me and was taken in first, understandably perhaps her service person was ready first, but no explanation was offered to me. I just stood outside like a fool. I eventually opened the door myself and asked to wait in my car, then they said I could stand in the corner of the lobby. Of all the offices I have been to lately, this was the worst. The massage itself was good but I was frozen in the room because it was way too cold. The staff at the front were wearing their coats it was so cold. There are many other Hand and Stone facilities and I have several gift cards remaining ... I will try another franchise of Hand and Stone... not this one again.

Perhaps it is due to the state of our country during COvid, but I was very displeased that I had to wait outside as I was not prepared for that. I feel that restriction was an overreaction and poor customer service. My massage therapist was lovely and kind. She did a great job. I would have liked more pressure on shoulder areas. I did not voice this so she is not to blame in any way. My massage was a Christmas gift. Though I love massages, I doubt I will return as I have had better experiences elsewhere.