Hand and Stone

I can't get in unless I book 3-4 weeks in advance due to me and my husband's schedules. To get in on a Sunday in the same hour or even Saturday evening is very difficult to impossible.

Could not detect aromatherapy. Requested eucalyptus and I don’t believe it was used. Table warmer not on and had to request it be turned on. No small dish provided for jewelry. No privacy closet for clothing. No hangers. Uncomfortable and cheap plastic chair in massage room. Front desk staff not particularly warm and friendly. More concerned with selling the package than making one feel welcome.

A 90 minute massage is not actually 90 minutes

Signing every time I come in a regular should only have to sign the tablet once

A little more pressure on the massage. More information regarding membership. Water bottles after.

My husband and I are moving, and in my last visit, I inquired around H&S’s cancellation policy, particularly around open/unused credits. At the time, I only asked for information. The front desk supervisor provided this detail, but their demeanor was cold, sharp, and unwelcoming at the anticipation of losing a customer. What was a happy visit turned sour due to their unprofessionalism. The other front desk ladies also felt uncomfortable at the interaction and I left as quickly as possible. We may have kept the membership but are less likely to based on how intimated I felt even asking for policy details. If a customer is on the fence, I would recommend approaching them with a different tone next time.

I have a great massage therapist and she is VERY hard to get into, and I have not found one that even compares to her. If I didn’t have to plan 4 months out to get in I would rate my experience as excellent

The availability of appointments on nights and weekends is very limited. As a new mom, I don't always know what my schedule will be weeks out, so I need the flexibility to book within a week or so. In my confirmation email, I clicked the button "Add to calendar" and it booked my calendar for 75 mins. I was disappointed when the appointment only lasted 50 minutes. The esthetician took a long time to come back to the room after I changed into the robe. She doesn't need to wait that long. Also, she didn't talk me through any of the upgrade options. I saw the menu on the bed but wasn't sure what would be best for my skin.

Also room was cold and would have liked the table to be heated

The therapist asked if I wanted a deep tissue massage and I answered yes. But I was not notified beforehand that it would cost extra. I only found out after the massage when I went to the counter for payment. It was 10$ extra from what I usually so I did not make a big fuss about it. But, let’s say it was 50$ then I would not be okay with it. Bottomline is - there was no transparency in the price. As a customer, I would appreciate if I am told the price I am paying beforehand. Regardless, the service was great.