Hand and Stone

very talkative massage therapost. a little too political for my liking ... prefer to just relax during a massasge

Online health/background survey didn't go thru, so we had to take the time to do them again when we got to the spa. Massage rooms could be darker to be more relaxing.

The associates at the spa great. Your website is severely lacking. So much so that I cancelled my membership but will still be charged on November 1st leaving 2 credits. In a previous issue with attempting to book an appointment I was unable to complete it and had to call the spa. Since there is no phone number on the booking page I had to back out of the appointment to get the phone number. Then when I returned to that screen I was unable to get back into the scheduling or cancel it. So I called an the spa said their system showed I was in the middle of booking and they couldn't cancel my appointment or reschedule that I would have to complete it, which was not an option after having to leave the booking page to find the phone number. Patricia, Customer Service Administrator, Hand and Stone Franchise Corporation Trevose, PA 19053 is not customer service focused. She failed respond to any of the 4 questions in my email. Told me to call the spa to let them know there had two email addresses and to ask they correct that. She could have called the spa in the time it took to respond via email then let me know it had been resolved. That is customer service.

The therapist talked too much. Too light in the room. Did not like the smell of the massage oil.

Facialist was fabulous! Massage therapist seemed distracted, not wanting to be at work anymore, lazy. Her massage was okay but I definitely wouldn’t request her again.

I had a lovely time. I felt relaxed and taken care of. Overall, I’d say I’m highly satisfied. I’m just usually hard to impress.

I wish the therapist or the front desk staff would go over added services before being taken back to the room. It seems pushy when you walk in and the therapist is trying to up sell. I want to know what is going to be done before I do back to the massage therapy room. If I said I don’t want any extra service then I don’t want any and if there is something you think I would benefit from them let me know what it and how it works.

Was concerned that my therapist had therapist had been to a wedding...reception & dinner...the evening before. Wondered about size of crowd. Offered some advice about how to care for pain...but a bit flip.

My pain was too intense and needed more time to work on

The ease of getting in and the knowledge of my massage therapist. The pressure at first was too much for me but I let her know and she definitely listened and used a more moderate pressure. I like the club and being able to schedule extra services when I can't make it each month.