Hand and Stone

It's hard to say....

I attempted to schedule a massage and facial for my birthday at the last minute. The receptionist (Terri) told me that there were no appointments available and could fit me in the next day. Terri offered me a free add-on for the inconvenience. Overwhelmed by the add-on options, I told Terri that I would do the add on at the appointment. Terri was extremely friendly over the phone and accommodating. I came in for my appointment 10 min early to fill out intake paperwork. No one mentioned my add-on and since Terri wasn't there, I felt uncomfortable mentioning it when staff on duty couldn't verify what Terri said. I was offered water by my massage therapist and was taken back promptly at the appointment time. Matthew consulted with me for about 10 minutes, allowed me to change, then returned. The massage was great, however, it wasn't long enough. I noticed that he started the massage 15 min after the appointment time, and ended nearly 10 min early. The transition from massage to facial was not smooth as I thought someone would get me from the room and no one did. I ended up having to redress, walk to the lobby and ask for the esthetician. The facial was amazing! 3.5/5 stars

I was satisfied. The location is not super convenient for me but that's it

The massage therapist started my massage at 1:10 and finished it at 1:55, and she did not listen to my request to not address my legs. I feel like she had a hard time thinking of ways to fill the time.

This had nothing to do with staff that I know of. I do have sensitive skin and I did receive burns to my face and eyebrow area.

At the end of my appointment no feedback was given. Was just asked if I wanted water and left the room. Was a weird dismissal/end of appointment.

Staff are great, but did not know that adding an upgrade actually reduces the massage time rather than extending the 60 min massage time to accommodate it. Does not make sense then it would cost an extra $15 for the service if you are simultaneously shortening the full massage time.

Felt slightly rushed

I think some of it comes from having had an esthetician for over 12 years take care of my face in a very different atmosphere than Hand & Stone. I like Jennifer a lot, but wished she had done more extractions. I also arrived five minutes earlier and wasn't welcomed by anyone until five minutes after my appointment was suppose to start. Other than that I appreciated the service and like Jennifer's personality and care.

I would have liked to have seen more product options available for purchase