Hand and Stone

I was unaware that Hand and Stone massage did not require their employees to be vaccinated and would have like to have been informed of this prior to the appt. I would not have booked the appt. had I been informed of this previously. Even though I had requested my massage therapist wear a mask during the service, I saw them frequently wearing it under their nose and chin. My massage therapist was also unprofessional in the content of discussion and showing me things on her phone during the service.

This was my third trip to H&S Ann Arbor. I had Maureen and Kayla before and they were both excellent. This time I had Barbara and she was not excellent. As soon as I met her I could tell she didn't want to be there. Her hands were like ice and the room was cold. She used super light pressure, never asked if I was comfortable and talked to me about my tan lines during my massage. I didn't feel comfortable asking her to turn on the table warmer or anything because I could tell she had a bad attitude and would probably have fussed about it. She didn't even bring me water at the end of my massage. I think I feel pretty much the same as before I went in.

Appeared to be a lack of communication between person who made the appointment and other staff regarding my time of arrival. The esthetician apparently did not test the temperature of the wax and I got a slight burn.

Tamara at the front desk was kinda rude and not helpful. When I asked questions she gave off a gaslighting vibe. She literally just stares at you when you ask a question. She made me feel very uncomfortable and kinda inferior when I asked questions.

Few appointments available. Especially nights & weekends.

Staff nit masking. No health checks. No one said anything when I did not do email form. No temp checks. Manager should wear mask. I don’t feel cared for or that you care about employees. My therapist only one wearing mask!

Kayla was amazing, best massage I have had

Therapist canceled, no one to cover emergency absences. One receptionist just couldn’t be bothered to even sit up straight and acknowledge my presence. The other receptionist was friendly enough, but couldn’t answer basic questions. I much preferred the old staff. I appreciated seeing the same people greet me, know who I was, I knew them and knew how their personalities differed, and that stability made coming there that much more comfortable and safe. And whoever called to cancel my appt lacked even the most basic knowledge of customer service, not to mention absolutely no phone manners at all! Acted like they didn’t know who was supposed to do what, so she just left this dead air… until I finally said, “ okay then, I’m going to hang up now.” I could go on, but I won’t. My therapist was excellent! My massage was very good, I left feeling relaxed, and with a lot less knots in my neck!

My original appointment was canceled by the store by email that same day, which I didn’t receive in time so showed up anyway. I was rescheduled quickly, but feel it would have been nice to have been offered a discount or something.

I was very satisfied with hand and stone Ann Arbor. Booking is just hard lately but no issue with the service.