Hand and Stone

My checkout experience was disappointing. The employee did not remember my name after having checked me in only 50 minutes prior. She ignored my question to help someone standing next to me. She asked for my phone number, typed something into the computer, and then told me she wasn't typing my number so she needed me to repeat it again.

My massage started almost 15 minutes late and I didnt get time added on at the end. The aesthetician offers changes to the protocol but doesnt mention that it is an added cost. I had to ask if it was an added cost. They should just come right out and state it.

Queen is an excellent massage therapist. I have a membership only because of her. The spa is nice and well kept. The reception staff seems to be in flux, which is understandable, but I'm not sure if everyone I've dealt with at the front desk is aware of how the processes work. Also, it would be great to receive a confirmation text after replying to the text asking to confirm my appointment. Although my appointment has always been available, it's a little odd to be asked to confirm my appointment but to not receive acknowledgement that my confirmation was received. Finally, unless I missed it, I don't recall receiving information that my membership cost was going up. It would be great to at least have advance warning.

First off I can never seem to get the same therapist each month after signing up because they don’t work there anymore. Also I advised of my problem areas and there was jot enough time spent on that. My massage started about 5 mins late and ended 10 Minutes early. Definitely not satisfied with that. Still geel like I need a massage today.

The whole experience was just kinda meh. Nothing great, nothing terrible. Just meh. Seemed to ignore my specific area to work on, and seemed very, very conservative in draping (more so than any other massage I’ve ever gotten, including at H&S).

Very disappointed to here that the membership fees will be increasing. $10 a month doesn’t seem like a lot, but over a whole year, it adds up fast. This was always an experience I used to relieve stress, now it is in itself causing more stress.

Was not called back until 10 min after my appt time. Also it Doesn’t take me 5 whole minutes to undress.

I was overcharged for the massage. I showed the receptionist that the website said that it was $59.95, But I was charged $69.95. I have not gotten my refund

I was satisfied with my service. Its definitely better than other chain massage alternatives. I typically get services at a stand alone day spa so the ambiance compared to a stand alone spa was a little less, but i was very satisfied with the value given i was using the introductory offer.

I paid for a hot stone massage and and additional 15 minute scalp massage. The massage started late, she took a while to get back to the room to start the massage, I asked for medium pressure but it was more on the light side, and the scalp massage lasted maybe 3 minutes. My appt should have been an hour and 15 mins long (so from 8pm to 9:15pm) and it ended at 8:55pm. I left feeling like I got robbed of what I paid for. However, I chalked it up to it being that specific therapist so I will just not see this therapist in the future and try again to see if I have a better experience next time.