Hand and Stone

The main lobby area was cluttered with boxes and moderately loud because employees were unloading skin care products and there were boxes all over the space. The bathroom was Dusty and the floor and counters appeared dirty in places. This affected the spa feel.

I’m satisfied with the experience, but I cancelled my membership for 2 reasons: 1. The increase in membership dues with little notice. 2. My favorite therapist is no loner there and I didn’t have enough time to find another ( I was working on trying all therapists) before the dues increase occurred.

I received one of the gift packages for Christmas from my Hisband, I rarely take time and treat myself because I work full time and have a family. Hand and Stone was very relaxing and the massage and facial were wonderful.

I had an excellent therapist this time, but it often takes months for me to schedule an appointment because of therapists leaving the business and cancelling appointments, the lack of available appointment times, and the great difficulty of booking online. (I work full-time, so am not available at all times.) I asked about putting my membership on hold and was told that the manager would be in touch; however, no one has contacted me in 3+ days. I cannot keep paying money into a service from which I get more frustration than relaxation.

My facial was great and I loved the person that did it. The receptionist charged me for a service I did not receive after I left. She called to say that she automatically charged my card without asking me first whether I received the service and if it was okay to charge it. Instead of apologizing and crediting back the false charge she said she would just give me a credit. She had no reason for why she charged me or why it was okay to charge without alerting the person that a charge was about to be made. I did not find her competence or friendliness impressive at all. Please do not make charges automatically without talking to the client especially charges that were not received!

Feel like there is always an extra charge. Maybe there should be a little more included with what I pay every month.

I had an email coupon for $10 off a service for my birthday. I added a foot treatment to my massage and showed the coupon to the receptionist who said he'd take care of it. After my massage there was a different receptionist at the counter. I needed to have the tip put on my credit card so I gave it to her to run for $30. She gave me the slip to sign and it was for $45. I asked her why it was extra and she said it was the $30 tip plus the $15 foot treatment. I said that I had a birthday coupon for $10 off and I had told the previous receptionist about it and then I showed it to her. She basically said "Oh well...you can just use it next time" It might seem petty to complain over $10, but it was embarrassing to ask for the error to be corrected and then be brushed off. So now I'll try to use the coupon again next time and hope it hasn't been expired. My massage itself was wonderful, just the coupon mix-up and overcharge/not using the coupon as requested and/or fixed the overcharge was upsetting and somewhat concerning.

I have aspergillosis and I was very impressed that the massage therapist was familiar with the fungal pneumonia. I thought the Swedish massage was discounted but looking through the flier I paid full price. I didn't want the rock so as to take away from the massage. The therapist was very professional. I would still have preferred a harder Swedish massage but after 3 times staying I like it harder, I gave up on the pressure. Since I was told I had a discounted rate, the gift card I brought in wasn't valid to use for the massage. With that said i added 2 additional service, the peppermint scalp and got towels for my feet. After I turned into my back the therapist said that with the added services it took away from the massage time. What good is paying the additional $30 if it took away from the 50 minute massage? I felt like I ripped myself off by not wanting the hot rocks, then I really was paying full price but the receptionist didn't acknowledge this so I couldn't use my gift card without adding services that took away from my initial massage which is what I came in for.

I scheduled a 90 minute massage along with other services. When I got into the massage room the masseuse told me that the wrong information was given to her and she had other clients and could not give the 80 minute massage along with the other services I requested. She gave me a 50 minute massage instead.

My 3:00 appointment did not begin until 3:50 so I asked that she spend less time during my massage so that I could make it to my next commitment. The receptionist recognized the inconvenience and comped the massage for me. I am dissatisfied with the time it took for my massage, but I satisfied with the solution. Hopefully this will not happen again.