Hand and Stone

I have alot of points built up but at no time did the receptionist suggest I use those for additional services. Also, prices have gone up and we are not sure we want to pay the additional amount.

The prices are going up for existing members. There is no initiative to stay a member since I could cancel and join for the same price. I have been a member for a few years and am shocked you are not grandfathering people in for the old pricing

My overall experience has been great. However, the constinancy with massage therapist is weak and that’s my only issue and disappointmeny. I just started getting facials with Rae recently (temporarily stopped massages), and she’s been terrific.

I was mailed a coupon for a free treatment during my scheduled massage- foot or facial of some type. I selected the foot and the receptionist said she would tell my therapist. When i got in the room, my therapist had not been told. The therapist did not do the treatment and said just keep the coupon until next time. I was not overly disappointed in not having this free add on, but more so in the lack of communication.

Even after I asked the therapist to turn off the heat on the massage table (she did) at times I still was warmer than was comfortable. I found the amount of pressure she used to be somewhat inconsistent.

The available times are extremely helpful as I work long hours.

The seating arrangement in the reception area is crowded and you have to step around or over others or go “the long way”’around the huge table they have there. Also, in the past (not on this last visit) the massage has been started late due to other clients leaving the room yet the massage was still ended at the usual time. If another client is late, it does not seem appropriate for the next client to lose time as a result? Just saying. But I love my massage therapist and will continue to see her monthly.

The person after me cancelled their appointment, so I was able to extend my massage. When I went to pay for it, they did not have change for a $20.

Rough massage that was painful at times, I think she had a cold and was sniffling and clearing her throat a lot, she wanted to talk and joke, I just wanted some quiet time. Massages legs and arms hard.

Hand and Stone makes it difficult to be a customer. My wife booked me under her membership. When I arrived there was no record of her applying those membership visits. Furthermore after paying $20 extra to transfer the 2 services to me I was told that I couldn’t return on her membership for 6 months. Who cares how often I use it if I’m paying the transfer fee? Customer experience needs work.