Hand and Stone

Cost of add ons are overpriced for the membership I’m paying

I was highly satisfied with my experience. The reception staff and massage therapist were very friendly and helpful. The heat pad before my appointment and coconut water after was really nice. The cost of membership and services is high and makes it unaccessible to people who really need it.

I came in with a gift certificate as Christmas gift. Didn’t realize til I got home that they didn’t use that gift card but used 2 that I had purchased myself. There wasn’t a very good explanation how the reward program works or the membership program. Also I’m unable to access my account. I was told they would call me back to tell me how to access it and no one did.

The machine didn’t work… so I focus bot get the service I chose. I was charged incorrectly and now I have to return for a refund

Appointment booking and sign in can be less than seamless. And more time could be spent on problem areas

Appt at 9 . Message started at 9:10. Would like an entire hour of message…hands on to hands off.

While getting my facial I asked my esthetician to help me decided the best facial after telling her what I wanted. she need up doing a facial I didn't ask for without checking if that's what I wanted. I didn't even know what facial I got till check out.

All the upselling makes the visit feel very transactional vs. relaxing and personalized.

The products and services are quite expensive.

During the facial multiple additional services were administered without my knowledge that there was additional charges. This should be spelled out before it is performed and an option to pay or not get the services.