Hand and Stone

I was satisfied. Nothing stood out as exemplary or anything extra nice.

Always exceptional except had to wait a bit for checking out for the last time I was there on a Saturday.

The staff and therapists have always been excellent. The overall aesthetic of the space seems basic and could be updated to feel more spa-like.

Well although I am satisfied I feel there is always room for improvement.

The therapist come to get me 5 minutes late…then it took about 5 minutes till he came back in the room and he ended my massage 5 minutes early so that I only got about 45 minutes of my 60 minute massage. I understand it might take a few minutes for me to get undressed, but he was late, and ended it early.

I was satisfied

I was highly satisfied.

The facility and the massage were nice but it was nothing fantastic like i've had in other areas or with others spas.

I didn't have an issue with cleanliness; I just didn't pay much attention to that on this visit. My main issue was that my appointment started quite late because it took the front desk a long time to check me in. I noticed that another client had to wait a long time to be checked in also. It took quite a while for the front desk staff to check out other clients--maybe they were booking future massage, etc. (There were 2 women working/sitting behind the desk, and a couple of staff popping behind the desk here and there.) I was on time, and I waited about 10 minutes into my appointment before they even acknowledged me and checked me in. When I told my massage therapist I hoped she'd make sure to give me the full time on my massage, she said they must have checked me in late as she wasn't aware. She apologized and made sure to give me my full time. But you definitely need to address the front desk's phone coverage, check-in, and check-out times and processes. Never getting a person direcly by phone, or not getting a callback, and then delayed check-in/out times have become worse over the past several months. I don't recall having an issues with any of these things in past years. Maybe you need to retrain staff, hire more people, or something.

It's a roach motel. Why could I not cancel my membership online. Why does the change in billing timing only late 6 months. Why must I sign a paper to cancel?