Hand and Stone

The massage and my masseuse (Mary) were excellent. I was a bit uncomfortable in the lobby bc it was clear the managers didn’t like one of the employees they worked with. They talked to this individual as if he was a small child and constantly chastised him - even when it was clear the (i believe) Manager was at fault. For example, the manager was taking down decorations and dropped them. She then blamed the other worker to her Manager. I just felt that if they are dissatisfied with a fellow coworker, it shouldn’t be obvious to the clients.

The reception booked me with the wrong Therapist after asking for the Therapist I had at my last visit. Very uncomfortable when it wasn't him.

When I got into the room, I had a lot of questions. I didnt realize this would cut into my facial time. When she finally left for me to change, it was about another 5 minutes I waited for her return. My apt was at 4, she came back at 4.20. Apt still ended at 5pm. Feel that I should have been told it cuts into my time. I also upgraded to a peel and dont know if this cut some other treatment out (eg-steam was not done). I just dont like these 50 min apt. Why not just make a full 60 min apt for someone. All in all I had a 40 min treatment and paid full price. I also didnt realize that a good portion of the facial is laying with the product on the face. While Ive had these before, it had been awhile and it was not mentioned to me. I am just hoping I received the full service for the time and money I spent. I am also waiting to see if there is a 'series' available for peels. The ladies did not seem to know and said they will call me prior to my next apt in 4 weeks.

A day after I mention this survey to the staff & manager that includes a $5 coupon it arrives in my email the very next day. Must be a coincidence.Staff said a third party sends them out. My therapist is outstanding! Always goes above & beyond to make sure my comfort is priority including the temperature of the bed and amount of oil I like, how I like my water, knows not to offer me a hot towel unless I ask. I rate the therapist 5 stars. The Spa has increased the price for an 80min massage. Due to the increases I now have to alternate my enhancements. gift card or points should be used to purchase products. Yet this survey’s $5 coupon can be used either for service or product, but I can’t do it with my points or gift card!? As Quoted from this survey. "After answering a brief set of questions, you will be emailed a coupon for $5 off any service or product redeemable at any Hand & Stone location.” This has not happened to me personally but I understand there is a 24hr cancellation or get charged half price. People can’t help it if they should wake up sick. If the Therapist calls in sick will I get half off on my next appointment? I want an answer to this question!

Actually I don’t understand this question - most of my answers were Highly Satisfied.

I loved my massage and I will come back for the massages. I will not get a facial here again. I told my esthetician about my routine and problem issues, and it felt like she used that information just to try to upsell me. I told her at the beginning that I have made my skincare routine a priority and would like for her to tell me what she's doing during the facial as she does it so I can learn more. I felt uncomfortable about being pressured into a more expensive facial service and I felt uncomfortable about her insisting that I purchase the facial products (which I did not purchase). She did not tell me what she was doing or the benefit i would receive during the facial even though I said at the beginning that was what I wanted, and when I would speak up to ask, she gave a vague answer (i.e., "im applying the mudmask") without context for why or how it would help my skin.

More color in the reception area would be nice. A better selection of magazines would be nice. Many of the products are too expensive.

The table pushes into my neck when applying pressure on my shoulders.

I felt esthetician’s knowledge was ok! I felt a little pressure to upgrade my services & rushes at one point.

My appointment was cancelled 30 minutes before scheduled time last week with no compensation. As a first time visitor to this hand and stone, it did not leave me wanting to reschedule. however, when stress is bad, it’s nice to treat yourself. I rescheduled a week later and it was not up to the level of my home hand and stone. I felt like the push to upgrade my service took away from the overall relaxing experience. The receptionist asked me twice to upgrade, which i politely declined. Also, my therapist asked me, “from $10-$60 how much are you able to spend on upgrades?” when I answered, “$0” she continued to go on to explain all the benefits of the upgrades - i felt like there was no point in asking how much I could spend if it was just overlooked. When left to undress, I laid on the table for 10 minutes before my therapist came back which significantly cut into the actual massage time. The massage itself was decent but certainly not the best experience I have had at hand and stone. Overall disappointed in this specific store and the experience.