Hand and Stone

I didn’t receive the full 50 minutes of my actual appointment. My appointment was for 60 minutes and I was informed that that 60 minutes included undressing and check in. I wasn’t taken to the back to start my massage until 10 minutes after my appointment time so my actual massage was about 40 minutes.

Great job

I love the ambiance and love my massage therapist. If he no longer worked there I don’t know if I would continue. The staff used to be SUPER friendly but it seems some of them have left.

The monthly membership is increasing and the massages are really just OK, not outstanding. And my last wait time was ridiculous, though the manager stepped in to save the day.

Location was difficult to climb stairs and elevator appeared to be in an obscure place. Taylor provided a satisfactory massage though.

I really liked being a member but it is difficult to continue my membership with rising costs of living and while regular massages are helpful for me it is not essential cost.

They are scam artists. I signed up for the membership which I recently cancelled due to a number of reasons financs being one of them. They informed me at the time I canceled that I would still be charged an additional month. This was not disclosed to me at the time I signed up for the membership. I was never given any type of contract or document that reflected these terms.

Communication between desk and therapists. I did not get my aroma therapy which was fine but they also left me waiting for my next service and didn’t inform the therapist. She was looking for me and I was waiting for her, putting both of us behind schedule.

My massage was wonderful and really helped my aches. The sales pitch of a membership is a real vibe killer. I totally get it’s part of the spa manager’s job, and she did make me feel welcomed, but I just wanted to come in, get a massage, and leave relaxed. It’s no one’s fault specifically, just the need to push a membership is not what I want after a massage.

Hand and Stone University City is awesome. Some front desk staff like JC are highly knowledgeable, extremely polite and professional, and make the ease of your entering, the wait time, exiting, and booking just as relaxing as the service itself. He understands that as member there are things that need to be addressed and others are routine. If a separate triage for members vs first time, or walk-ins was put in place, the wait time and sophistication of member services could be optimized. I don't want to waste time discussing the standard waiver form--why must that be signed each and every time of service, as a member? The selections we chose will mostly remain the same. It should be saved and filed with our account and we can be informed that should we ever want to change our responses, we can do so upon request. You can simply add that clause to the waiver. Additionally, the rewards system should be clearly visible and understandable to members as it has been in the past. All staff should be educated about the system and that should be communicated to members. That was one of the reasons I continued to use H&S and not some other service. Overall the experience is great!