Hand and Stone

I was highly satisfied with my experience

Overall, I was very satisfied, and met my expectations of how a lace should treat their clients.

More relaxing music, darker rooms and ambience

I was getting my first facial and when I told the receptionist she became very excited for me and told me I had 5 credits I could use to make my facial even better. I was NOT informed that the 5 credits were actually the $60/month membership massage credits that I would be using. If I had known that, I would not have added anything onto my facial. There is absolutely no way that my facial cost $240!! I was very upset upon discovering this AFTER my facial was completed and no apology was given. It was as if I should have known how this works. You should really teach your staff to use different verbiage or at least make sure your clients understand what they're spending their money on.

I got stuck in an endless loop trying to book through the website and finally gave up and called in. I've had multiple issues with the website, accessing my account, viewing my membership details, credits, etc. Using some aromatherapy in the rooms would add a more spa-like experience. I know you can add aromatherapy as an add-on, but I already add other services to my appointment and having to pay extra for something that basic is silly. That should just be part of the spa experience.

The message therapist had long nail that pinch the back.

I have been to many places for massage and this brand/atmosphere has been my favorite. The pricing is good compared to other chains. But I prefer a much deeper massage and have a lot of pain that needed working out. I purchased a deep tissue with a firm pressure and usually that will be too much for me. This massage was very gentle and left me feeling like it didn't do all that much to relieve me. I expected my therapist to ask me about pressure but she never did. It was my first time getting a massage in a while so a little lighter was okay, but I left wishing I'd ask for more.

The therapist was not friendly, inviting, or made any effort to engage when i made conversation/pleasantries or had questions.

The therapist talked a little too much during the appointment but was still friendly and did a good job.

I specifically told the esthetician to remove black heads completely. And while she did work on it, I can still see a lot left over on my nose even after reminding. Thus not highly satisfied.