Hand and Stone

- Would’ve like to book appt online - reception could’ve been more proactive in informing me of the membership rewards program / had to ask and if it was an option before Checkout I would’ve enrolled - didn’t feel personal and luxurious - appreciated the water and chocolates in the reception area

I was not offered water, or anything while I waited. I arrived 15 mins early so this would have been nice. I had to correct the pronunciation of my name multiple times - it’s not a difficult name. My massage was at the end of the day, and I felt like the receptionist were eager to go home. There was no one there when I finished, and I had to wait to pay. Although I booked last minute, it’s not a cheap massage, and the little details are what make or break and experience.

I recall booking a 1 hour massage online, however when I paid for the service it was a 50 minute massage - not a big deal, but clarity on this when booking would be helpful.

I am being treated for a shoulder injury that is highly painful. I am taking phyiso therapy, strength training for my shoulder injury and feel the added benefit of massage helps. I am there solely for this purpose and Frankie is knowledgeable in this area. My history of appointments with him clearly show that.

I wish the rooms were updated and cleaner. I could overhear conversations from the back room, and I appreciate they were dealing with an issue, but it was something I should not have been hearing. Everything else was awesome!

I checked the add on service for a peppermint scalp massage but did not receive it. My massage ended at 3:50 (appointment was at 3:00) so even though I had a lovely neck massage - I did not smell any peppermint and didn’t feel a massage on my scalp and the timing of the massage also tells me it was forgotten. All other aspects of the massage were great and my masseuse was great.

I could hear people talking in the staff room. The receptionist, while very new, could not answer the questions I had.

I was very satisfied! Susan was an amazing massage therapist.

First time facial, extraction itself was a bit too painful, and the first masked used, was too strong for my sensitive skin. Regardless, the esthetician quickly removed it but the extraction process was why I was not too satisfied with the service. She is very friendly, no issues, but felt like her nails were digging in while she was using the little tool. I also had acne on my chin, that area was missed. I felt as if it could have been better, but I was not dissatisfied with the service.

I did not want to ask at the end of my massage as the reception area was full with clients and I felt uncomfortable. I was under the impression the massages were 60 minutes long. My massage was book for 1 pm. I was brought into the room a few minutes after 1, chatted with the therapist for a minute or two, then given another few minutes to change and my massage ended at 1:52 pm? I feel that in the past all of my massages have been a full hour. Perhaps something has changed since my last appointment.