Hand and Stone

I was satisfied, should have booked a longer time. 60 minutes was not enough time for the amount of problem areas present.

Frustrated with reception staff last month who called me day of to cancel appointment (I had booked 2 facials and 2 massages for my daughter and I). Was rude and made no attempt to reschedule or assist with this major change in our plans. I understand that things come up and people call in, but it was handled in a very unprofessional manner. This appointment was made same day as I'm VERY leery of making appointments in the future. This appointment could have had more information given during facial about what she would be doing - or asking what my skin concerns were. She had planned what she wanted to do before she even met me. This appointment massage - therapist did not ask about what level of pressure I preferred. It may be on my information from prior visits in the past, but should have been asked as it had 8 months since my last visit and things could have changed.

The music was too loud. It also kept cutting in and out during my massage.

The front desk staff was not rude, but they were not very welcoming either. They were just there. Our membership with Hand and Stone has always been a chore. The communication are all different for different stores. My partner and I use different stores in the area. Plus, my partner receives loyalty points for her membership, but I do not. We signed up for the same plan at the same time. We have asked about this before. Someone says they will look in to the issue, but nothing gets resolved.

I was satisfied with my massage therapist, but the front desk associates did not wear mask and one was clearly sick. The associate that sat on the left near the wall had no mask and cough constantly. She wiped her nose with her hands and touched pens. It made the atmosphere seem unsafe and unsatisfactory. Not sanitary.

Appointment ran later even though I was there on time. I did receive my full time which made it acceptable.

My massage therapist kept using some kind of massage tool instead of working on my knots by hand. And ALL of her movements were just so fast. There was no sense of really working on my knots.

The front desk girl at check out was nice, but kind of abrupt and harsh in her tone. The girl with the curly hair and tattoos was very friendly. Th other girl would cut you off while speaking.

I was already at this location due to issues with billing increase and then there was a slight miscommunication with the coupon I received for a facial and I was charged $160 when I thought it was $90

I’m not a member, so I understand why I wasn’t given the member pricing. But $139 per person for a couple’s massage that lasted 50 minutes was pretty pricey, in my opinion. I may choose a different spa in the future for that price.