Hand and Stone

There were boxes all around the waiting room. The staff at the front desk were not very welcoming at check in.

Getting a convenient appointment is like pulling teeth. At 10 minutes past my appointment time, I had to interrupt the receptionists conversation to ask what was going on? Told therapist about my lower back being an area of concern and she did not spend enough time on that area and chose to work on shoulder blades instead.

Arrive15 min before appt time but was not called back until 10 + min after appt time. Finished 5 min early so was shorted at least 15 min

Last two massagers were not vaccinated. Staff did not wear masks, even after I asked for it in response to a question in online check in form. Massages are great. Hand & Stone is great. But massages are optional. Not having staff vaccinations means Hand & Stone is overspending its place in my risk budget. This is only likely to increase in importance for me as we go back to everything indoors and back to school for fall. I kept up my subscription and about 8-9 credits. I understand from a phone call to the H&S store where my membership is based that H&S will no not allow me to pause my membership more than ine month or they will cancel me and take away my unused credits. That is making me regret my loyalty. This is unrelated to vaccine & mask protocols, but it does not help our relationship.

Gift certificate said good for a facial AND massage. Staff told me it was for one or the other. I tried contacting someone about this and nobody has gotten back to me.

Online booking is a mess. The website needs a revamp. Very hard to choose a location, book a massage. Very glitchy

The receptionist I dealt with did not have an understanding that the gift I had was for a package. She tried over charge me until the owner stepped in. Other manger there was great.

My therapist was extremely nice and did a great job. The receptionist at the front when checking out was rude.

When booking appointment, the receptionist did not explain that my payment date would be changed if I came in earlier than my draft date.

Chrstine was amazing. The staff at the desk was nice and friendly. I did sign up for a membership, but the way the staff member presented it was a bit condescending. Just work on that. Other than that, everything was lovely.