Hand and Stone

When I booked the appt online I booked a specific facial that my Estonian typically does not do. She did accommodate me but it did not feel personalized to me.

Love the massage therapist, probably one of the best that I had. Expensive for only 50 minutes of service!!

The cost of services is very expensive.

Was upsold a treatment that irritated my skin, was not pleasant or relaxing to receive & the one product that was recommended to me was sold out.

I had a gift card that was given to me with no expiration date on it . Just said it expires in one year it was given to me in June so I figured it was good till this June and they wouldn’t honor it. This is only my second time at Hand and Stone and it didn’t leave me with a good feeling

Checkin staff seemed distant not usual friendly selves

After realizing I didn’t have my giftcard with me I was about to pay for my service with my card. I then asked if there was a way to look it up and at that point the receptionist was able to. If I didn’t ask she wasn’t going to offer. I would understand if there wasn’t a way to look it up, but why not offer if that’s an option. Poor customer service.

When I was in with my esthetician I was presented with two options- a 2 credit option or a 3 credit option. The one credit option was never discussed. I wanted to treat myself so I elected to go with the 3 credit option. I knew I had a couple extra packages that hadn't been used so I was comfortable with that. However, when I went to check out I was told that my service required 4 packages/credits. I told the front desk person that I was told it would only be 3, and instead of checking with the esthetician I was told I could either use 4 packages or pay the balance of about $69. I opted to use a 4th package, however, I was very upset that how many packages would be used to pay for my service was misrepresented to me. On the whole the facial I received was average- my skin was more hydrated but it certainly wasn't worth the value of 4 packages to me. I could have easily taken that $316 and gotten a better facial at a full service spa where I would have had access to additional amenities. Needless to say I will not be getting facials at Hand & Stone again, and I am considering canceling my membership altogether.

Running behind, which is not a problem because session was not rushed, but would have been nice for front staff to acknowledge as it put my day schedule a bit behind.

Service is expensive. Hot towels smell sour. Gratuity should be predetermined for each type of service.