Hand and Stone

The visit yesterday was great but the turnover of the esthetician’s is disappointing.

I don't think you can ever have a 100% experience with something. The massage was good but I think overall for the money it could be a little longer and/or some of the add ons a little cheaper.

Massage therapist did not seem to be as good as the ones I experienced here before. Was not as relaxing as I remembered. Finished earlier than what it should have been.

Therapist was ok, but not overly friendly. Seemed I was perhaps her last client of the day and maybe she was tired?

Friendly personnel. Attention to problem area. Good technique.

My regular therapist, Renee has cancelled on me several times now. I was rescheduled for a week later, and then got cancelled again. I have chronic pain and when I am ready for my massage day, it is extremely disappointing to have to wait another week for service. It is now uncertain as to when Renee is turning, so I was forced to see a new therapist. This is the second therapist I have lost at Hand & Stone in the last year. It is an expensive place to get a massage, so I would hope to have a more reliable staff of therapists. I did find the new therapist, Cayla to be an excellent alternative and will be returning because of her. I was close to cancelling my membership before this. Receptionists are always professional and polite and do everything they can to help.

Felt reception staff highly pushing monthly membership.

When I was checking out, the computer was not working, therefore I had to wait an extra 15 min. I understand this is not the spa's fault, but maybe bad Wi-Fi or outdated computers. The lady over the phone was also not very friendly. It made me not want to ask questions. But, the lady who did my facial was kind and smart. However, I did not like that I felt pressured to buy their products, upgrade my facial, and to buy a monthly membership. I felt like I couldn't enjoy my experience because I kept having to make up excuses on why I don't want to upgrade and spend more money. This was the biggest turn-off for me. It made me feel like my $100 facial plus tip was not enough for them.

I did not like the fact that it was so dirty. I didn't notice it until I was getting dressed and turned the lights up. The fan was filthy. The table legs were filthy and where all of it plugs in under the bed was very dirty and disgusting. I used to commercially clean for a living so I notice things like this. I enjoyed my massage very much and this will not stop me from coming in again but I will pay attention to those areas again. If there isn't an improvement then I may not go back. It leaves the question well how clean is everything else?

The massage overall was very good. The therapist talked too much so it took away from the relaxation. I added a foot treatment to my massage which seemed rush and I am not sure it was even worth it. She rubbed a little sugar or salt on my feet and then wiped it off. It was very awkward interacting with the reception desk. Overally just a fine experience but no where near the top places in Ann Arbor.