Hand and Stone

I was charged for the aromatherapy. That should of been free as a birthday promo email sent to me. Was told at check in it would be free, but realized they charged me at check out. disappointed as this was my first visit and bday gift to myself.

I had a wonderful massage. My back felt much better after. I will come back next month.

My masseuse wore plastic gloves during the massage. I did not like the feeling of plastic on my skin and it really took away from my enjoyment. I think she did a good job on the actual massage but the plastic feeling really bugged me.

My visit was pleasant just not highly satisfied.

I wanted to purchase BOGO, because it was advertised @ the front desk and was told something else.

Receptionists don’t seem adequately trained to answer basic questions, like the cost of a service or the availability of a specific type of service. Annoyed with certain policies, like not being able to use some of packages that I already paid for towards tip, since that is part of the service. I supported Hand and Stone during the pandemic by keeping my membership, and as soon as they opened back up and were in the clear themselves, they brought back a freeze fee, knowing very well that people like me had a lot of unused packages due to the pandemic early on.

Therapist was 12 minutes late in taking me. No apology or explanation. That was okay, but I was shorted about 4 or 5 minutes of my massage time. A 50 minute massage became about 45 minutes. For the price, I expect the full time allotted. Maybe she spent more time on the person ahead of me. How nice. But I don’t expect to have to be responsible for getting the therapist back on schedule. Other times I felt I was shorted 3 or 4 minutes also. Sometimes a therapist will allow an inordinate amount of time to undress, resulting in closer to a 45 minute massage. Maybe a timer in the room to assure the client is getting what they paid for? This leaves a very bad taste in my mouth.

It was a very small issue. There seemed to be confusing that I had asked to add on the Contrast Therapy last time. Receptionist confirmed it, but then Therapist wasn't aware. She quickly fixed it, but it sounded like there was a breakdown in communication either from when I made the appointment or confirmed at check in. Therapist was caught off guard but acted quickly.

Find it hard to get appointments and therefore have an abundance of sessions to try to fit in

I was satisfied with the service