Hand and Stone

I had to remind the staff of services/upgrades they sold me on - I ended up paying for one I didn't get and the solution was to book another massage and they would do it then.... so I pay have another $70 to use the $10 add-on I already paid for. Also booked a massage and facial combo (had coupon) but when I showed up they said I was only getting a massage but they would honor combo price? I had to ask to be re-booked for facial after massage as originally planned instead of just not getting.

I wanted more communication between the therapist and myself. I asked for a specific area to be targeted and it got the least amount of attention.

We waited a bit in the reception area. My therapist was a little overly enthusiastic on a few sore spots.

It’s always difficult to predict wether or not I’ll get a good message therapist or to know there level of experience. It would be great if there was a comment box where people could give feedback anonymously. My therapist was wonderful but I would give feedback on some areas of improvement for their technique.

Apparently online/app booking does not work at all. I have a membership and have updated my password with front desk people but that have never been able to successfully log in. One time there was an online booking special. Tried to book online and could not so I called to schedule. They at first didn't let me get the discount because I had to book online but I told them they told me it was impossible to book online (which clearly I have found to be true) and eventually they did give me the discount but it still didn't make much sense. Basically the people are great but your tech is really bad. I would also like to see members be able to access discounts that are available to non members. In fact shouldn't we be getting more/better deals? I realize it might be annoying to take $10 off a bill for a certain month but I would be more inclined to book an additional massage in a month if we got perks like that.

The massage was not very good at all. I told him if I needed help anywhere, it would be my shoulders, but he didn’t hardly touch them.

Highly Satisfied implies an experience above and beyond what you would normally expect. Although a good experience there was nothing that went above and beyond what I expected from the service I paid for.

There was a fire alarm test during my massage. Everyone was very accommodating.

I have enjoyed my experience with hand and stone thus far. However, certain employees were pushy with buying products and add more cost to my facial which I didn’t really appreciate. Aside from that, it was a very enjoyable experience.

I thought i signed up for a plain facial i was unaware until the end when Caitlin said there was additional service so I paid $40 extra for me. So that was a surprise. I hate when they push products on you. So because of this experience I doubt I will get another facial here. I will still get massages but not facials.