Hand and Stone

I booked a "1 hour massage" but received a "50 minute massage". Signage at desk showed 50 or 80 minute options, which made sense, but would like to know that when booking on the website/confirmation email. No issues with starting a few minutes late (therapist acknowledged) and had an excellent massage. Other recommendation - minimal rooms seems booked but another appt next door during my massage caused noise to be heard during my visit. Space out if possible. Again, great massage, will be back, just suggestions.

I scheduled an appointment for my husband and they cancelled 2 hours before the appointment.

I request to use two packages for my appointment, and when I showed up I had only been booked for one. Receptionist (who stated she was new) could not answer my questions relating to my points, and purchasing gift cards; she stated someone would call me back and I never received a call. I ended up purchasing gift cards at another location.

It was difficult to get someone to answer the phone. There was an issue with our gift card and it took many phone calls to resolve. Everyone was kind, but didn’t seem motivated to fix the error.

While I highly enjoyed my time there, I find there is room for improvement. Regulation says the bathroom is cleaned every hour. I was there for 1 and a half, used the bath before and after my appointment, and it had not been cleaned. I know because there was loose hair floating on the toilet and floor.

There were some issues with the billing, but manager Karen was able to resolve it. Commend her for the way she handled it.

Perhaps I missed a previous question. My experience was fine. The reason that I had previously discontinued membership was unrelated to this visit. The therapist was very good, the facility clean, greeter was personable. I do miss the flavored cucumber water that had previously been available in the lobby.

I've had great massages in the past, but those therapists keep leaving. There are not any female therapists at this location. The massage I got this time wasn't as good as I have received here before. My therapist was nice, but I think probably very new. I asked for deep pressure to relieve my shoulder tension. Just applied pressure in one spot at a time.

When I called to set an appointment the receptionist spoke in an unprofessional manner and could not clarify if the massage therapist could meet my need of soft tissue massage. One of the women at the front desk was not wearing mask properly, exposing their nose and stood way too close to me. For a place of wellness there should be a zero tolerance policy for not wearing ppe properly.

Upon completion of my massage I was asked to pay for the service as the receptionist was unable to locate me in the system. My home location quickly found me in the system using my phone number.