Hand and Stone

I had two massages in two days. The first one was good, but the massage therapist talked a bit too much for my taste. It was hard to really relax. However, during the second one the massage therapist was perfectly quiet and incredibly skilled.

Massage bed warmer wasn’t working, no attempt made to move to different room. Room temp was on the cool side. Suggest adding aromatherapy component.

I booked a facial for my daughter for her birthday ($59.00). She has a massage coming up end of the week. During her facial treatment her therapist spoke with her on treatment options and her session upgraded $40.00 for her specialty need while she was in the treatment room. She agreed to the upgrade, however, when speaking with her after, she thought it had all been prearranged with me as part of the gift, so agreed for the esthetician to do whatever she suggested was appropriate. She did not understand the fee was going up $40.00 more than I had agreed to pay as they were in the treatment room and no one asked me (the purchaser) if this was OK. I realize this was just a misunderstanding and since the service was rendered, I did pay $99. rather than the $60 I had planned on. She was not aware of your protocol etc nor was I. She and my mom were in the lobby also as I paid and I felt uncomfortable discussing the $ at that time, however, did voice that it would be nice if the person paying was asked if the increased service is OK. $40.00 was not an amount we wanted to be surprised with this week. Thank you for your understanding/consideration. Stacey Sprick (734) 929-8778

I was a member at another Hand & Stone location before moving here and the service and overall experience was better at that other location. I would describe everything as "fine" here but I haven't been wow-ed.

I did not understand that the “add-ons” I got were actually add ons. For instance, I was coming for a facial the detox one was recommended, I did not realize it was an additional cost, I thought I was getting the detox version of the facial. A handout in this situation would be really helpful. And apparently the add-one listed with the facials online are not really offered with facials. I requested the scalp massage but did not get it.

They didn’t know we had sessions saved up when we discussed this with the manager on the phone.

I had asked to spend the majority of the time on my shoulders and neck area as well as perhaps feet. She then asked about other body parts and I said "only if time after the other parts". She proceeded to do pretty much my entire body which was not what I asked for. I also asked for deep pressure and her touch was very light...she asked about it one in my shoulder area, but nowhere else. She said today is her last day with you, however. She seemed very disengaged in her work (but was certainly not rude).

I love most things about my visit at hand and stone, especially the massage. This massage therapist however was very pushy about adding additional services and using two of my packages at once. Some therapists are consistently pushy about add ons and some are not. This one was extremely pushy and that is very unappreciated. Educating clients about services is one thing but making it feel like it’s not an option is not ok.

I always think there’s room for improvement and highly satisfied would mean everything was perfect. I’m pretty critical when giving feedback and rarely give highly satisfied as a result.

Was not told clearly of upgrade charge. Hot salt stones: $20. I was charged &30.