Hand and Stone

my appointment was basically changed to an express facial (which is fine because I was late), however the price was kept full price. I have had this happen before where if there isn’t enough time for a full facial or if I choose an express service it’s half the cost of the full one but I paid full price. I think it’s more an issue with the front desk who weren’t very friendly or flexible and didn’t put in much effort. The esthetician was listening to what the front desk advised, the esthetician herself was very kind and she made the experience worth it otherwise I would say I wouldn’t pay full price for a mini. though my time was shortened,. The esthetician still treated as a full facial minus the massage and instead of it being half an hour it was more than that so it wasn’t as long as a full but not as short as a half hour express facial. Still, I don’t think I should have paid full price, maybe not half of that either but maybe somewhere in between. the front desk could have been friendlier. they didn’t even consider changing the booking to the express facial just because I had booked it online.. i didn’t get that but I didn’t make a big deal of it and paid the full price.

Wait time for the massage. Arrived at 10:15 all checked in for my 10:30 massage and did not get sent back until 10:41

The service is ok. Inconsistent would be the best word. My dissatisfaction is with the owners. It with the workers

My appointment was at 10 am, but I was not taken in until 10:07. The massage started at 10:12, but ended at 10:56. The massage was 44 minutes long and I was taken late. The massage is costly and I believe that means I should be massaged for the time I pay for.

I was charged for my service even though I had credits to cover it. Plus my facial was cancelled.

I have an online account that doesn’t show past appt or loyalty points at last visit in Dec (new customer so second visit in Dec) I was assured it would be fixed. It wasn’t - I am able to log on but ended up calling to make appt and they haven’t been able to correct issue. Receptionist is nice on phone and at desk, however, as I was sitting in waiting area their conversation about someone else involved swearing and was loud so all could hear. It was unprofessional.

It was was a pretty long service. Very relaxing and learned about products in the end. Good price for basic but they did charge extra for different products. Pricing was a little confusing

The massage therapist is always a few minutes late in bringing me back to the treatment room and always ends a few minutes early. I understand that the entire hour is used for dressing, undressing and consultation but I wish I would be taken back promptly so I get my full hour. For example, my appointment was at 1:00 and I was not taken back until a few minutes after and the massage ended at 1:53. I will switch massage therapists to see if this improves.

The first massage I had was just better than the one I had January 13th 2022. Everything else was fine.

I was Satisfied with my survey