Hand and Stone

She had to go see what was done at my previous appointment. Then had to go get products for my appointment. It was 20 minutes after my appointment time til we got started. I looked at the clock in the room. We were done basically on time (6). When I checked out I learned that in addition to three packages I also owed $30. I did not feel I received the services of last time and the only explanation was that I added on additional services which then took away from other services. I did not receive a facial worth 3 exchanges PLUS $30. Especially when it was less than a 40 minute process. Definitely not worth the upgrades. Disappointing.

Appointment was one half hour late because the steam machine broke down.

I liked the therapist, helpful and care about my well-being. 1st time I've felt great after a massage. I shouldn't need a hot towel to wipe down. I actually took a shower when I got home. Based on a question, this appears to be a known issue not being addressed. I had a gift card for an 80 or 90 minute session, but it wasn't on the website. Also a known issue, based on talking with staff

My preferred Therapist is on leave.

To be 'highly satisfied,' my massage therapist would have proactively prescribed actions or movements I could practice to help reduce my pain when I'm not in massage treatment. Also, it would be nice to have him offer to provide water following my session. (I've had other therapists do this). I do like that the therapist covered my head with a towel to reduce the amount of oil in my hair. I also like that he asked about specific areas I wanted to focus on ahead of the session.

This is my first experience

I ended my membership as I didn't feel I was attending enough to justify the cost. The last massage I had was a bit awkward as the music was not playing. It's strange to hear myself breathe, as well as my therapist. The therapist was very good. The room was just too sterile feeling.

It has happened several times now where the esthetician recommends services or products but does not mention that they are upgrades and are going to cost more. For specific types of facials I have begun to catch on, but just recently, she asked me if it was ok if she used an electric device for extractions and I said "sure." I thought she was asking because perhaps it made it easier for her, it had a sound and she didn't want me to feel bothered, or because it made things go quicker. Instead, when I checked out I learned that it was an additional up charge of $0 or $15 (can't remember which). On a different occasion about a year ago, I gifted one of my packages to my son to have a massage when he was home. He is a college athlete and I thought it would be a nice treat for him to relax with how much his body goes through during his season. He came home and really had enjoyed his massage, etc. When I checked the credit card bill that month I learned that $100 in up charges were on there for his massage! I asked him what he had done and he said they guy kept asking him questions and, because he had never had a massage before, had no idea that they were all "extras." In all, this past time with me was the third and final straw. I feel like it's a bit sneaky the way the service providers add things on and never mention the cost. I feel like it's because, perhaps, of where we live. Thankfully we can all afford it, but it's still not right and annoyed me enough to quit.

The fact I had to pay an additional $20 to transfer one of my rolled over sessions to my husband

I feel that the room was a little bright for my liking. That was my only concern. Technician and receptionist were amazing.