Hand and Stone

Before my facial I was asked if I wanted the girls to wear a mask. I said yes and signed the tablet. My massage therapist asked if I wanted her to wear a mask and she happily wore one during my service. The esthetician did not even ask and did not wear one. I don't feel I received the same level of care I usually do during my facial.

The only problem here is booking an appointment for the future with the same therapist…I have run into wanting to book with a certain therapist only to find out she does not work there anymore….then I have to start all over again trusting and adjusting to a new therapist

Had a little mess up with payment afterward. Massage was great, people were great, just that little mix up in the end.

As a member, it's been challenging the last few months with so many different changes. I've had specific massage therapists that I really enjoyed and they're not all there anymore. Or they're a way for right now. So it has just been challenging because my past experiences have been consistent and I was look forward to that but those just aren't options now so I'm having to try new therapists and sort of start over.

Appointments are constantly cancelled. Appointments are then booked out months in advanced (I do book way ahead of time- but then they are cancelled the day of, or day before my appt so I am left with nothing.

The room next to mine. There was nothing but giggling and laughter through the walls the entire hour of my massage so it was not very relaxing and the last two times I've been there they've tried to charge me over what my gift card was for. Had to spend time straightening that out. We should have been notified that we would not be able to use gift cards if we were non-members and get the hour massage for $69. I have a ton of gift cards from my husband. I just retired and from a lot of my friends. I really don't appreciate having to go over this over and over again. Every time I come with a gift card, The manager on duty and the receptionist worked very hard at making it work. But I was also told by that manager that I would have to go through this. Every time I came something about fixing a loophole because people don't join because they can get gift cards for $69

Only because I have only 2 massage therapist that I enjoy. I was placed with a therapist in training because during the couple massage I gave one of our preferred therapist to my husband. I'm sure once we are placed back with our preferred therapist then this will be a Highly Satisfied experience.

Too expensive without a membership! Shouldn't have to pay monthly fee for a membership just for a better price! I don't want to be tied to one place.

I had a bad experience checking out during the last visit as they tried to say I owed for my visit while I had 3 packages available to use and a gift card. During this last visit, after asking several questions before my massage, I learned that new management changed the “rules’”. so to speak, and has put a limit on the time you have to use your packages after canceling a membership. I love my therapist but am displeased with the new rules. I cancelled due to COVID as it is still here. I don’t get massages as much as I used to. I will also inform a friend that I referred as she recently joined and was not informed about this new rule either. No email, letter or verbal information communicated to members/customers regarding this is not unacceptable.

I would actually like more communication from the therapist during the massage. I want to know if they find something they feel they need to work on or double check progress.