Hand and Stone

The therapist had limited English vocabulary. This is an issue at this location the last few months. You must have bilingual therapaists. They consistently tell you, "I sorry, my English no very good.' You resort to pointing & doing this with your therapist in the middle of a massage isn't relaxing. It is not the therapists fault as they try their best but shame on Hand and Stone for being so desperate to fill open positions that they don't have a standard for their therapists and clients to be able to effectively communicate with each other. Very poor and needs a quick and massive shift ASAP. Lastly, I asked my therapist to apply more firm pressure 4 times and she said 'okay' but kept applying the same pressure. One time she said 'more pressure?' and I said 'yes' and nothing changed. She started out the massage with the exact pressure I desired and it was great. Once she started massaging my back, it started the whole debacle I mentioned. Again, having a bilingual speaking therapist would have easily solved this issue and I would have received the service I had anticipated. Again, not her fault as this falls on Hand and Stone for not employing bilingual therapists and / or providing a tool to assist with communication especially when the client is laying face down on the table. I get massages to help with pain management, not a fluffy cute massage to be pampered. I want firm pressure to relieve knots.

The message was relaxing. But I wasn’t to happy that the therapist did not ask how much pressure I wanted nor did she ask if there were any specific areas that needed more pressure or work. And at the end of massage there was no communication or even offered water for toxin release. I have been to many message centers and I do know that all therapists always offer water and explain the importance of hydration after a massage. Also the therapist usually walks the client out to the waiting area in which I was not. In this case I felt like I was more of a nuisance or a bother.

Booking online a double session for my membership isn’t available. I have to call to book it unless I had a previous double session, then the website allows me to book it. But usually it gives me problems and wants to charge me versus using my membership. The online booking process needs to be able to search by therapist availability without having to go back to the beginning if that therapist time availability doesn’t fit my schedule.

I was unable to book online. It requires an account and password reset does not work

Everything was good. I just wasn't expecting to tip so big, because I got the massage as a gift and I couldn't spend it.

I am care giver to my mother. As a result, I have very little time off. If the person who gives me respite care doesn’t show up I have to bring my mom with me or lose money. If I book at the last minute, when the person taking over arrives there is very rarely an appointment time. In the end it ended up being more stressful trying to get a massage than not getting a massage.

My appointment began almost 10min late and ended on time, so I was shorted at least 10min (2nd time it happens). My massage appt took place in a facial room. Therapist did not have time to massage my entire body b/c I added a mini Himalayan - that's bever happened before and this was the 2nd time (same therapist). But I really like my therapist so I will continue to book with her. Unfortunately, this makes the value/cost of service not very good because I dont get a full body massage. It seems like I would need to add more time - which I shouldn't need to do. This makes it a poor value.

I try to be early so to get my full hour massage… I go to bathroom before and … I see massage room ready and girl in hallway on the phone.. finally she comes get you they enter U and then disappear for 5 minutes … and finish 5 or 7 minutes early … so in my opinion they take of your PAID time 10 minutes minimum that u pay for it! I invited a friend she complained to me the facial started 10 mnts late and ended 15 mnts prior her time she won’t go back.. I was so disappointed when she told me that… One hour massage is 60 mnts not 50 or 45 mnts same with facial…. If the room is ready and customer as well then why they nickle and dime “your time” as a customer…

Yo estuve satisfecha !! Todo muy bien y todos muy amables. Gracias pronto volveré

The only reason I am coming to hand and stone is my therapist . She is amazing an makes up for everything else not so going well.