Hand and Stone

I wanted to give my booked massage to my daughter who ran late for her appointment and we were told they couldn't do that. I can't believe that they were not able to think out of the box to make that happen.

This was my first facial that was with a knowledgeable staff member. I think at least 30min of my time she was explaining services and what I could purchase to upscale and pay more. I do not like being pushed into sales schemes and some staff members up front are very good at that. That behavior causes me to lose interest in services. In particular a Male manager, I believe is always trying to feed each customer over the top recommendations yet can't even remember returning Members of over 2 years. Just gets frustrating when you want to enjoy the peace and relaxation yet it becomes a Sales war.

My massage and massage therapist were awesome, as was my facial and the aesthetician, but at the end of a relaxing couple of hours, while checking out I was faced with the receptionist and owner trying to sell me on a membership… Totally ruined the entire experience

The reception area was a bit crowded and noisy. This was my first visit to a hand and stone but other spas I’ve visited had a much larger and more calming waiting area. Kind of felt like waiting at the doctors office.

willing to give a try again I currently pay for my better half's service who was thinking of cancelling his service because his therapist continues to cancel on him. BUT we are going to give it a second chance since I signed up for service. Hoping to see some improvements Thank you

She did not explain what she was using or why and what for during the facial. I had to ask. Usually there is some shoulder / neck mini massage none didn't ask. Got the feeling she wasn't all that seasoned. Starting late and leaving the room 2 times took time away.

I felt the pressure to join/become a member and add ons was highly uncomfortable and tainted the experience. There were three separate instances after sharing I was not interested and did not live near another location

My only complaint is that when I book online the following things happen: 1. I'll receive a text message stating that I booked an appointment online 2. I'll receive a email stating that I booked an appointment online 3. In an hour, I'll receive a phone call from the local spa to confirm that I booked a appointment online, and to tell me about their cancellation policies. 4. If I don't answer the phone on the first call, they'll leave a message, and then call again the next day. Frankly, I'm booking online because i don't want to talk to anyone. I just want to book, and be left alone. I don't need a confirmation phone call. I've already received a text and an email. Also, a couple days before the appointment I'll receive another text stating that my appointment is coming up. Information overload!

Very heavily sales and upsell focus for this business. I chose what service i wanted online and didn’t choose any upgrades, but had an employee try to upsell while trying to complete my check in questionnaire. Also had an employee try to sell me skincare products I didn’t want. Then offered me complimentary skin care I didn’t want. The check out process was similar. Offered to purchase a monthly membership I don’t want and can’t afford. Then was offered to buy gift cards I don’t want and can’t afford. While the massage therapist I had was excellent, the force and frequency of this company to upsell tells me they’re not doing so well financially. I also don’t want to keep being sold to when I’m hurting and in pain

My masseuse did not focus on the area I had asked her to focus on. It was an 80 minute massage and she massaged that area for the same amount of time as the other areas of my body. :(