Hand and Stone

The only issue that I was upset with is that I did not receive my free massage because of COVID 19. I received an email in May if I stayed with the hand and stone that I would receive a free massage, when I went to redeem it, I was informed that I had to actually come into the store before 7/31/2020 and pick up a gift certificate. I find this to be highly annoying because I had stayed with hand and stone and paid monthly when YOU WERE NOT OPEN, but I was not able to redeem bc I didnt come in on that time? I am an essential worker and still find this very annoying and now I am out of a massage.

I was satisfied but not highly satisfied. Although, my therapist is great & experienced at massage, his talking was off the charts. I couldn’t truly relax! Felt like a waste of time and my money!!! I use the dermalogica brand. The supply was very limited. I understand that because of the pandemic.

Masks while face down on table is unhealthy because of lack of air flow. Therapist wasn't friendly.

I’ve been a customer over a year since receiving massages as a Christmas gift. I felt comfortable with my therapist Crystal who I later learned did not return after Covid. Instead of letting me know she was no longer there, they tricked me and scheduled with another Crystal. Dishonest customer Service practice.

I got there before the start of my appointment and called to notify the staff that I was parked in front. I was told that someone would come to the door to get me when they were "ready" for me. I waited and waited and saw two individuals exit, no one in the waiting area, two staff members visible and no one coming to the door to get me. The appointment time was already there and I was still in my car. Finally I had to call in, annoyed, to then get told that my therapist was ready for me. For me to have to wait to go in it is annoying that the actual massage feels a bit rushed to be sure to finish in 50 mins. If people are there on time...get them in on time. Oh and be genuine nice behind the front desk. I don't feel warm and welcomed there I just like the massage and the 2 massage therapists that I have experienced thus far.

Filling out forms before every appointment are invasive and pointless. Precautions are great, but it went as far as to reduce the quality of the visit..had to put my clothes on the dirty floor. Linens did not seem to be as nice as previously. No music, room cold so ambiance in general was off.

My massage was not a full hour, I felt a little rushed.

It was very easy to book my appointment. Every receptionist I spoke to was extremely friendly and professional. My therapist was great at focusing on my problem areas and continued to check in on me during my massage.

My experience was exceptional except for 2 points. I didn't know I'd have to wait outside for my massage room to be ready. I was early and ended up having to wait on the sidewalk for 15 minutes surrounded by people not wearing masks. Please inform customers this is a possibility. I also got the email saying I would get a free gift card for being a member through COVID, but found out when I asked that I wasn't eligible because my account was frozen for the first part of COVID due to surgery. I understand sending a blanket email to all customers was easiest, but the email should have mentioned that things such as a partial freeze would have prevented customers from collecting the gift cards. It was unfair and unprofessional to tell me I had earned a free massage only to take it away. That being said, my massage was wonderful and I was mostly impressed with the safety measures in place.

The online booking system did not work well for me. It is not clear or intuitive. Instructions for the online intake forms were not clear. Also, it seems difficult to find appointment times that work for me. Otherwise, my massage was fantastic! Staff and my therapist were great once I got there.