Hand and Stone

I think the way you have your cancellation policy is a little ridiculous. I had put my account on hold and wasn't informed when the time was up. Yet I was sent to collections, when the hold was expired, and my card information wasn't available to be charged. Other than that I've loved coming into Hand & Stone, but I think you all need to make sure you send text messages when a hold is about to expire. It was a very frustrating conversation to have with the receptionist and not relaxing.

The massage was alright, but the therapist used very firm pressure, to the point that I wasn't really able to relax at all and was in pain for about 3 days following. I told him that I wanted to focus on my shoulders, but the entire massage focused there and did not include my arms or legs at all. Also, he clearly was uncomfortable/unskilled doing the cold stone facial massage. I would have rather he skipped it than done the job that he did with it. Again, not relaxing at all.

The waiting room feels like a doctor office. No showers. Lack of ambiance. Crowded hallways.

Massage therapist was wonderful but a little chatty so it was hard to relax.

Scheduled an appointment with a new therapist was wasn’t the most satisfied. There wasn’t anything horribly wrong, however my therapist did not use nearly enough lotion. Additionally, I wanted to focus on certain areas and didn’t really get any relief. Just wasn’t the best massage.

I was around 15 min. late to my appointment, and the receptionist(s) and massage therapist very bluntly told me something along the lines of "you are late, your massage will be cut short". I take full responsibility for the tardiness and realize that comes with consequences, but I don't think the situation was handled in the best way. I would've appreciated a brief conversation about my options (maybe I could reschedule, or pay less for a shorter massage, etc.), but instead I felt kind of rushed into the shortened massage. All this being said, this is a very very small complaint, and I was still satisfied overall.

Th aestheticican did not do a thorough inspection of skin. I had expressed large pores on nose and there were not any manual extractions

I was very satisfied with my experience. Thank you-

My therapist was very sweet but she did not ask about any previous injuries or concerns I had prior to beginning the massage. Also, she kinda smelled like cigarettes, but again - a really sweet girl!

After scheduling my appointment (in a city other than I live) I was quite disappointed to arrive and find out that I would not be getting a massage that day due to me being pregnant. The receptionist was very empathetic in explaining Hand and Stone's policy to me, and was able to move my facial up so that I wouldnt have to wait 1 1/2 hours for that. I do appreciate how it was resolved, but I guess I just felt like it could have been avoided by maybe asking in some way if I was pregnant or needed a prenatal therapist as I had no idea about the policy and would not have driven 2 hours if someone had told me when I scheduled by phone.