Hand and Stone

I signed up for a membership at Tukwila, WA location. I was surprised to hear that I wouldn't be charged for a month, but still would be able to get a facial during the time prior to being charged. I ended up moving and going to another H&S, where I had to wait about half an hour while the issue of not having paid for the membership was resolved.

Being my first time with this company and location, I was a little surprised that I wasn’t given more information when I showed up, and when I left. I had to ask about the rewards program and wasn’t given an opportunity to sign up for it which I thought was a bit different. I will have to try again later.

The staff was friendly and welcoming. But the manager almost seemed to talk down to people. Other than that I would recommend going there!

Takes very very much to get me to rate something that high. Daniel (masseuse) was amazing, but in the end I'm still just paying for a service.

Getting an appt without at least a week notice is highly unlikely. On several occasions I have tried to book two appts simultaneously with notice and without. I have never been able to book that successfully. this also applies to the Kirkland location. I really like Ryan he is a great therapist. the person I had on this visit seemed inexperienced.

Price increase

My esthetician Gabby is amazing. The facial so so relaxing until there was a constant very loud rattling. It happened repeatedly and totally ruined the ambiance. Gabby was so apologetic and felt bad. Turns out it's the toilet paper holder in the bathroom on the other side of the wall. Its extremely loud and could easily be rectified by using a stand alone holder or something like that. It happened atleast 5 to 6 times during my hour. If not for that it would have been perfect. Gabby is so knowledgeable and thorough and does the best job!

Was given wrong service pricing

Eventually I found the phones were down.. after a couple voice messages and not hearing back for a couple days .. So, I tried an online appointment and couldn’t figure how to add time to my massage request with out having to spend more money . Very confused-And worried that you were closing or such .. Kinda crazy 😜

Two things - I understand a Covid Clean is needed but appointment started 30 mins after scheduled time. I had an errand I did not run because I had to be there for 6:15 so could easily have done this before if I'd known we would start almost 30 mins later. The other location was closed after the massage. I also was frustrated to find I could not use any of my points towards the add-on services when I went to pay. The receiptionist told me I need to call in advance to do this which is not stated ANYWHERE (in reservation confirmation or anything). Not her fault (she was lovely) but just a real disconnect in systems. Not sure what the point is of being able to book online if I then need to call to tell them I wish to use points to pay for anything I can (I have A LOT of points to use up). This needs to be better managed.