Hand and Stone

During covid I expected them to measure temperature of all clients coming in. There was no temperature checking done at all. The website says they check before letting customers in the spa room.

I had scheduled an exceptional facial however, upon confirmation and arrival, I had only been booked for the classic facial. I mentioned this 3 times to the reception staff (2 phone calls and in person upon arrival), however, the information had not been communicated to the esthetician which was adjusted in the middle of the service.

This time was not bad, but sometimes the wet hot towels are musty smelling and if I use it to wipe off the extra oil it makes my skin smell bad. Also, I tend to wait on the table a bit too long before the therapist comes in for the massage.

Everything was good!!

My esthetician was AMAZING. My issue was with the receptionist who booked me - also the one who greeted me. Although perfectly nice, she was unable to make the connection that "using a package" and "again with Yuni" meant I was probably not a new customer. Upon arrival, when I questioned the need for filling out an intake form since I've been a customer at that spa for ~2 years, she questioned me if I really meant that (!), then blamed the system - rather than look for a solution. This meant my esthetician was surprised to see me, and rather than correct the problem during my treatment, she dumped it on someone else. I really felt sorry for the desk person having to play clean-up (but was completely professional). My account was eventually found (by the 2nd person) who took it upon herself to correct it, offline so to speak (i.e. not in fromnt of the customer). Might I suggest that [part of the new employee training is not wasting the customer's time nor make them feel somehow to blame for any issues? I understand "new", but customer facing communication has nothing to do with the actual system

I think the forms before the appointment are confusing. I only received one form in my email and then was asked to fill another one on the ipad when I was there, i think it would be helpful to have both forms sent to me prior instead of just one. I think it'd also be good to have my appointment reminders on my account online so I can check them also.

My massages are never the full 50 minutes

There is always room for some type of improvement.

I'm a little confused with my membership. I kept paying throughout the closures March through May so I thought I would have a backlog of massages available, but that didn't seem the case when I checked out. So I'm not really sure what membership entitles for those months. I didn't ask for clarification while I was there though so my lack of info is my fault.

I originally tried to book my appointment online. After getting what I thought was a confirmation email with my new appointment time, I went into the Redmond location only to find that my appointment was not in the system and I would have to wait 2 more weeks before I could get an appointment with my preferred therapist. The receptionist was extremely kind when I came in and very apologetic. She gave me a free massage coupon and said I would get another upon completion of my service (this did not end up happening). I really appreciate her attentiveness when I came in, but would have liked to have the online experience work without any apologies needed.