Hand and Stone

My dissatisfaction has nothing to do with the massage because that was great. However, I'm really unhappy that I'm paying a monthly fee for the membership and had additional costs during my appointment. I didn't save a single penny and ended up paying full price ($120) for an 80 minute massage. Now I'm estimating the monthly fee $59.95 plus the $40 I was charged including a $20 tip. So I feel it's not worthwhile to keep the membership if I'm still paying for services.

The therapist Jess was amazing and she did exactly what I needed. There was so much confusion though with a gift card I tried to use. When I called a week prior to use my gift card that had a “Serenity Package” sticker on it, they looked up the gift card and said it actually has only enough for a massage on it. I figured it was an honest mistake by the person who sold the gift card to my friend. So I had the appointment a week later and they told me nothing was on the gift card and that it was used in February. I had to pay for my appointment which I wasn’t expecting. My friend did not use the gift card, she has a separate account with massages and she called to have it resolved. We are waiting to hear what the resolution to the problem is.

It seems as though they are preoccupied with your payment method more so than they are concerned with anything else. I had a gift card I wanted to use but didn’t have it on me so I couldn’t schedule the appointment. This wasn’t my first visit or first time receiving services. I was more than willing to give my credit card number but they required I give them the number on my gift card before I could schedule. They make you feel as though they don’t trust that you will pay for your services that you want to book.

Did not massage the scm area

don't know why i can't use my accumulated points $$$ to purchase items for skincare which are displayed....this is very odd.... need to change this policy

I was satisfied, everyone did a great job

The massage therapist was great at this visit. Jessica was very good and nice. But, about a month or so ago, I had to call in on the day of a scheduled appointment as I woke up not feeling well. I was told that I would lose that visit, as you needed 24 hour notice. I woke up sick that day and everyone around me had type A flu. I don’t understand why I could not have rescheduled. I cannot believe that you would want someone coming in to your establishment that had symptoms of flu. I told them I would be cancelling my membership. I still had three months of visits, which I did use. I was never given paper to sign to cancel, one of your staff cancelled without my signature. My comment about receptionist was at a previous visit and she seemed annoyed when scheduling. I work an hour away and told her my availability and she was suggesting times that I could not be there. I was very upset. I again really liked Jessica and she was excellent.

The time it takes to get into the appointment room fluctuates a lot. I arrive 20 mins prior to keep with the requirements of the facility and have to wait for that time to be taken in. But people who arrive 5 mins before the appointment end up going in before me. Maybe I should arrive 5 mins prior too and cut out the wait time.

I do not live in the area. I was very satisfied with my visit.

I have been there for several massages never a facial and this survey is asking me about a facial.