Hand and Stone

When we first set up the membership, it was the intention that I would be using it even though it was under my husband’s account. Now that we know that know my husband has to be the one using it since it’s under his account, we’ve trying to transfer the membership to my account. We’ve been told several times that it will be transferred, yet it hasn’t. It’s been no this now.

Therapist arrived 5 minutes after scheduled time. When therapist left me to get on the massage table, it took me about 2 minutes to get on table but another 2-3 minutes before therapist came back. So already have wasted 8 minutes of actual massage time. Massage was scheduled 90 minutes from 10 to 11:30. When therapist finished and left the room, it was 11:28. Two more minutes. So I felt I lost 10 minutes of the massage and therapist could have worked more on arms and hands which were not done a second time like the other areas of the body. If the 90 minute massage is not really a 90 minute massage but an appointment that lasts 90 minutes with introductions, wait times, etc., then charge for an 80 minute massage. Therapist did a great job during the time spent doing actual massage. This was my first time at Hand & Stone and maybe I did not understand the concept of 90 minute massage at this business. Other businesses I go to 60 minutes means 60 minutes hands on, 90 minutes means 90 minutes hand on, etc.

When booking 1.5 hrs, and given the time to dress and undress, I would think , with as many empty rooms as there were, that I would have been put into a room earlier. The wait was not very long, however clientele in the waiting area were loud. Has H&S thought about a a more serene room for clientele to wait before or after their appts for a more soothing experience (away from the lobby)?

The therapist was competent and it was not the best ttttfttttmassage I have ever had. My main complaint is the covering on the head piece did not smell fresh. I am used to having a more relaxing scent in the room.

Not super convenient to where I live. I often times don't feel like the enhancements make a difference in my skin.

This goes back to a previous massage the last few mopnths...I've been a member forever and have multiple packages accrued. I'd love to use two in a row, for a two hour massage or have 2 packages cover the cost of 2 hours of service, but I've only been able to book a 1.5 hour and charged for 2 hours. I've used a package in the past that paid for first hour, then charged on top of the package a full other package, for just an extra half hour. I don't understand why I was charged the full price for the extra half hour, instead of splitting the package the way it used to be done. OR, why They won't book (2) 1 hr massages in a row and use two packages in a row. Other than availability of a masseuse who will take the 2 hour booking, it seems odd to me to be charged extra for a 1 hour i've already paid for. REception is always confused how to do this when I ask about 2 packages in a row or a 2 hour massage.

Massage was fine. Always have an issue finding out the remaining balance on the gift card. Need to give out paper or email with money left on gift cards. Front desk did not handle well. Got stressed after massage for no good reason.

I liked my massage, I just don’t think it’s the most luxurious place in the world! The massage room is pretty bare bones and you can sometimes hear sounds in the hallway, so I wish it was a little more soundproof.

Well - my massage therapist was very friendly and nice and I shared my previous problems with other places I've been at. Even sharing all that I felt I didn't get what I was expecting. Not sure if I need to get a sports massage instead of Swedish.

This really is just a personal preference, but the massage room was too dark for me. I am going through some things at the moment, and I am effected by light. The brighter the room the happier. The dark the more depressing. That’s just me right now, though.