Hand and Stone

Booking in the website would not work . I was locked out . I went to the store to book my appointment and my friends . Booking in the store was easy but she tried to tell me the $10 coupon would not work. Eventually, she did allow it after looking at the email I had. I did not learn anything from my aesthetician. I went in asking her to tell me what I need and what she was going to do. She did not explain possible products or extra services . I told her that I was preparing for my daughters wedding and I wanted to try a facial and I would probably come back for something before the wedding . I told her that I do not usually do facials: I was not educated. She did had me a paper on the way out but but never went over it : During my facial there was a long time with music and my eyes covered but aesthician was not near me . Possibly, she was filling out the paper she handed me . Although I am not used to doing facials, it was strange . When I asked my friend who had w facial at the same time, she said that she did not have a long time period with nothing being done to her . For and introductory facial , the aesthician would have educated me after

I wish they had told me to book another add on so that I wouldn’t lose value with my credits. I booked 90 min and one add on. When checking out they said I was losing about $15 by using 2 credits.

The massage room was too cold, the massage session was not the full 60 minutes. My session started about 10-15 minutes after scheduled time ( the therapist was running a little late) and ended at the same end time.

It wasn’t the best massage I’ve ever had but it was good.

Very expensive. Ratio of wallet to cost

Everything was great except for I was listening to the receptionist speak with people on the phone. They would call to ask if you guys do this or that, and she would just respond with "we don't do that." No follow up questions were done to see if there was anything she could offer the caller, so the caller hung up. When I went to check out, she quickly ran my card for the wrong amount, and then she was quick to offer a refund to my card but still for the wrong amount. It seems as though she just wants to deal with people as little as possible. Someone who just does what they have to in their position. I trust that my review of your receptionist, Cassandra, will remain confidential.

The massage was excellent and Anna was really good. The post massage hard sell to sign-up for a membership was unexpected and not a good way to end the visit.

This was an appointment that had to be rescheduled for valid reasons but then I had to do only 50 minutes instead of 80 which is my preference.

My facial experience was fantastic but I also had a massage that was NOT. The receptionist knows this and seemed to disagree with my reasons stating “one of the popular therapists “. Interesting I did not get a survey on the Massage”

Three different massage appointments have been cancelled by H&S due to therapists calling in sick. If it happens this often, you should have a list of pre-approved substitutes to call to staff the appointments, like schools do with teachers. This is frustrating.