Hand and Stone

The esthetician wasn’t as invested in her work she was on her phone most of the time

The esthetician was terrible. It felt like it was her first day and I was her first customer. She was timid and it felt she didn't know what she was doing. She barely touched my face, applied masks and let me sit for most of the time. I spent most of the hour in a mask, her not touching my face, waiting on a timer to go off. I will return to this spa but will not see her again. I don't normally complain but she was awful. A complete waste of a session.

I think the treatment added to my facial should be included on the price and the products are a bit expensive I also don’t think I can use the cream around my eyes it irritated my eyes

My massage was for 50 minutes. I paid for two add on services. The entire time I was in the massage room was one hour. This included my undressing and dressing time. The time did not add up.

I purchased gift cards just before the pandemic shut the world down. I also maintained my membership during this time up until now. I attempted to use the gift card and was told it expired. I am VERY upset about this and want to know why I was not notified that the gift cards expired. How do I get the money I paid for back or the service I wanted from the purchase of the gift card? The receptionist was rude and told me, "We cant keep up with all the people who buy gift cards but we NORMALLY would let you know."

I was rushed out of the room after my facial, I was still in the process of putting my shirt and shoes on and I was rushed twice by knocking on the door asking if I was ready and it was only 1:52 my full hour wasn't even up yet. I did not like that at all. That affected the tip she got

When I called about my appointment for my wife and I, I was offered either a female or denial massage therapist. My wife does not feel comfortable with a male, so I requested a female. However, at our appointment, we both had males. What was the point of asking for a preference, if it was not going to be fulfilled? It definitely took away from the experience. In addition, the massage table does not meet the needs of all clients. The head was not adjustable- this should be a basic function. For people with neck and/or back problems, adjusting the head is a necessity. Also, there was nothing offered to put under the chest area to make it comfortable foe lying on your stomach. For bustier women, again, this is a necessity. When asked, the therapist said no one has ever requested that. Both therapists were fine, but it was not the relaxing experience we had hoped for.

This last time was better than usual. However, it really bothers me that u almost NEVER get the full 50 min. Usually if my appt is at 3:00, I get brought back at 3:05, I get undressed and on the table at 3:08 and then they start at 3:10. The masseuse then stops EXACTLY at 3:50 but I missed out on 10 min due to no fault of my own. I’m always on time waiting in the wait area, so I should get that time back. I also wish there was a way for members to book online. I do not have access to this and it is very inconvenient.

Prices are a little too high

My membership is NOT at location that I go to for service. The 'home' location had EXPIRED my 8 services after I cancelled my membership. After negotiation the manager agreed to renew my 8 services. (due to pandemic this was a very unfair action) I had to wait more than 15 minutes AFTER my massage while service location requested home location to release my services for payment. This should have already been updated in the system.