Hand and Stone

I pay monthly for services ang gain nothing extra, but the cost of membership continues to rise. No-one has ever took the time to explain how my rewards work and I believe that I have almost 13,000 points as well as maybe 10 services available. Why was I charged additional monies for my 2 hour massage when I have available services and rewards points? What is the real benefit? I'm actually very annoyed and if I cancel my membership I get charged/penalized and lose all of my rewards points at the time of cancellation of membership... That is INSANE.

I believe the massage pressure could of been a little harder and the aroma therapy should be included in price.

This was the first time visiting Hand and Stone and it was a very pleasant experience and I will try to go back.

Had to wait 10 minutes and then my actual massage was only 45 min? Table needs warmers and the scratchy thing I had to put my face on irritated my skin.

I did not receive the full 60 minutes of my appointment time. My appointment began 10 minutes late but I was not given additional time at the end to make up for it. It ended exactly at what would have been 1 hour from my scheduled appointment time.

I requested an add-on for my facial (hand and foot treatment); however, I was not able to get it because there were no bowls for the scrub.

After the facial was complete the aesthetician said she was going to get me a glass of water and return to talk to me about my routine. After 15 mins she still had not returned so I opened the door to head to the receptionist and she was finally coming to the door with the cup of water. She then only recommended a product from the reception area in a very rushed manner and then talked with another customer who was in the waiting area. If it was that i was to meet her in the receptionist area she should have just said so instead of saying she was coming back to the room and have me waiting for so long.

I'm highly satisfied.

It's also hard to relax and enjoy the ambiance when there is an odor. The only reason I'll be returning is because of the receptionist who was professional in seeing that I wasn't satisfied with my services, offered to give me another therapist on my next visit that would be more to my liking.

Overall, I was satisfied, especially with the cleanliness and ambience of the facility. To me, a highly satisfied rating means meeting or exceeding expected service levels. I was 10 mins early for my appointment and was not seen on time nor did anyone acknowledge or apologize for the wait. The massage therapist was pleasant but not engaging; interaction felt aloof. I would try the service again.