Hand and Stone

Your website is hard to navigate and I can't figure out how many points I have. It's difficult to book online which would be my preference. I had to turn off emails because I was getting too many and when the price for my monthly membership goes up that is the one email I didn't get from the company.

The experience was good, but I have a difficult time saying something highly satisfied me unless something really stands out

I think there should be an option to opt out of using a therapist when booking online. You can only select all or an individual therapist when looking for appointments.

The pricing on some of the services are a bit to high. Also, there could be better incentives for members. Lastly, I am not completely wowed by the establishment. I find it average if comparing it to other providers in the area. I do like the staff at the location I go to. They are friendly, professional, and very knowledgeable about the products and services that is provided.

The cost of the membership keeps going up. When my esthetician was sick, the receptionist left me a voicemail cancelling my appointment in the morning. I missed that message. I got an automated message from hand and stone a couple hours before the service reminding me to come in for the appointment. Because I missed the call and the voicemail (which is very normal in these days when people prefer asynchronous communication), but since I did see the text message reminding me of service, I drove in for the appointment. I took time off work to make it to my appointment. Your system needs to send a text message when an appointment is cancelled - not a reminder to show up for service.

Everything was fine. The price does continue to rise which is making it likely that I may need to cancel the membership and only go on occasion. Scheduling is easy online, but spaces definitely fill quickly.

I was satisfied with everything about the location. To be highly satisfied the bar must be raised. Only the therapist received this highly satisfied status from me.

I booked an appointment one time and know that I booked it with Tina for a facial but when I arrived I had my facial with someone else. Then when I entered the facial the aesthetician told me the steamer was broken and she’d have to use hot towels instead. This was the second time the streamer was broken. The first time was during my first appointment. I just wish I would’ve known this prior to going into the appointment instead of being bamboozled when I entered the room.

I booked appointment online, my card was charged $1, but when I showed up, they did not have me down for an appointment. I did not receive a confirmation, but since my card was charged, I thought it okay.They had Therapists on hand that did not have an appointment, so luckily they were able to get me in. My only other issue - was all of the air vents were caked in dust. It looked like they haven't been cleaned in a very long time. Your employees have to breath that air - as well as your clients. Get your cleaning company to vacuum the vents.

I selected the Sports Upgrade in the App. The therapist assigned was not certified in that. If they were not able to do the Sports Upgrade, why was I assigned that therapist? It was not her fault, but a scheduling error on someone else. When offered another option, I immediately asked for Hot Stone, a personal favorite of mine, but the stones were not hot. I did not do any upgrades this time because of that.