Hand and Stone

My previous aesthetician would use the down time while a mask was on to massage my neck, arms and hands. This one was so quiet i looked behind me and she was just on her phone while my mask was setting. I felt she could be looking for ways to enhance my relaxation or experience rather than sitting on her phone.

The facility needs updated and new towels, wraps etc. Or maybe just bleached. Worried that things will continue to decline.

I didn't appreciate that 15 minutes of the appointment was taken up by a sales pitch for their products. I came to relax.

The guy who did my massage was very nice and he did a good job. He focused on what I asked him to focus on. He used good pressure. I added on an extra scalp massage and that felt good. However, he was running behind, and the receptionist told me that, so that was fine. My appointment was a 5:00. I got back to the room at 5:20. My massage started shortly after that. When I got up to get dressed again, it was 6:08, so I was shorted time for my one-hour massage. Even if it was "one hour" that included a 10 minute consultation, I still didn't get a full 50 minutes... I wasn't going to ask for a few more minutes after he left the room and I checked my watch. I just went and checked out up front, and still left a 20% tip because it was a good massage, just not the full time.

I wish the bed had been heated in advance so it wasn't so cold at first.

There was an issue at the front desk upon our arrival. One lady seem to be having a bad day. She wasn’t mean however she was not pleasant (she was a short blonde haired lady 9-24 at 10am). The other ladies were very nice and eager to assist.

The front desk and business manager office is too casual and not very professional (they set the tone of the visit). Once you're back you're fine but the front desk and phone experience is lacking in customer service that would elevate this location.

The aesthetician turn over rate seems high, I would like to be able to stay with the same person and not be bounced around. However when I saw Ali during this visit it was wonderful, we talked about what my last treatment was and agreed it was too aggressive for my skin. I feel like a lab experiment patient when I go in and see a new person sometime. I am not the professional and I seek advisement on how to better care for my skin. It would be nice if each aesthetician shared knowledge so they wouldn't recommend something so aggressive to a client.

High turnover of employees, especially estheticians, resulting in estheticians with no or very little experience. Estheticians seem very inflexible and micro-managed - no one has any flexibility of the rules- like when you have an appointment but need change it or reschedule it within 24 hours of the appointment due to unforeseen circumstances and still get charged for the appointment no matter the reason- You are ripping folks off by not having the ability to use only a portion of a previous pre-paid unused monthly package for an upgraded service -- always feels very 'corporate' and the customer always losses! Lots of not very smart business practices - in my very humble opinion! Oh wait, this what you are asking for!

Each month there appears to be new staff so there is little continuity. The computer system seems slow. There is a slight, but noticeable, sense of up-selling services and products.