Hand and Stone

As wonderful as Hand and Stone is, there is always room to improve! I have liked most of the therapists, but some have not been exactly my style. Overall, always a great experience.

My appointment started late (even though I was there 20 minutes early). which would have been fine had it also ended late. Instead it ended on time, which means my 55 minute massage lasted only 45 minutes or less. Plus I selected a head massage “add on”, which I thought would have extended my service beyond 55 minutes. But I was finished with everything - including the head massage “add on” - in 45 minutes or less. And no one addressed this. I have had massages start late at other spas where the technician acknowledged it and assured me I would still get my full 55 minutes, which is how it should be handled.

Massage therapist was late starting the appointment, but finished on time, so I did not get my full time.

I was previously a member when I lived in Richmond and was highly satisfied with my therapist and all the services I received at that location. My husband and I booked a couples massage and facials for our anniversary (on the only day we both have off together for several weeks), but were not informed that we needed to fill out new forms prior to appointment despite the fact that we had both been customers before (in which case we would have arrived earlier). The receptionist verified our services for the day and sent us into our massage... when we were finished we were informed that we were not going to be able to get our facials because of a booking issue-not the most relaxing thing to hear when you walk out of a massage. My husband called corporate to speak with someone but we have not heard back-we were told before we left that we could get a complementary add on service, but frankly that was disappointing. This was supposed to be an anniversary spa day and instead we were sent home without some of the services we planned on. I restarted my membership so I hope somebody will return our call so we can resolve the issue.

My therapist could have spent longer on my neck, which i specifically mentioned. He didn’t ask how much pressure I wanted or check in during the session. He did do a great job on some knots in my back, so kudos for that. Overall his style and technique were not my favorite; I will likely go to a different location with a different therapist who I have seen before to finish off my three month membership.

I'm used to a therapist with great experience in reflexology and trigger point massage (20+years). So this massage was ok...I counted the number of times the therapist went over a muscle to move to the next section (4)...seemed robotic and memorized rather than intuitive and responsive.

The music for the massage room was not working - the therapist kindly found a way to have music playing for my session, which was wonderful. At checkout, my receptionist informed me that I was no longer able to use the points I had accrued to cover upgrades for my service, even though I had been specifically informed at a previous visit that I could redeem points towards products and upgrade services.

Requested extractions but did not get them.

I was scheduled for a facial and massage. Upon my arrival, I was told that the massage therapist needed to leave early so I would not be able to get the massage.

Overall experience was a lot of mistakes from the beginning. My appointments were not right. Finally got a massage after the third appt. so I ended my membership. They don’t have enough staff to accommodate most times that I wanted. I wanted to give this new location a shot even though it was further than my first choice bc of the friendliness of the staff named Christine.