Hand and Stone

The only issue is the idea that each H&H is its own franchise. Each location should abide by the same rules with an interconnective network that works as one company. This was not my experience in the past, and I had to patiently work out the kinks in the system, which other people would not had the patience for, which could hurt the future of this company if not addressed and corrected ASAP. During the Pandemic, I had to join in Manalapan, NJ. I live in Staten Island. As other locations opened and more availability, I moved closer to NY. On this journey I did not know that each facility had no clue about my membership, credits, etc. In the interim I was overcharged, double charged, and I had to spend a lot of time making phone calls to straighten it all out, which I should not have had to do. To most people, this would be a deal breaker, and a turn off. Please address this and make the adjustment.

I booked a massage and add on 15 minute peppermint scalp massage. Massage is 50 minutes. I went into the room at 12:05. Service with add on was done at 1PM

Paid for an hour massage, and massage was 32 minutes long

Massage therapist was not as expected. Paid for deep tissue, didn’t feel it was deep enough. Staff did not always have masks on their noses and I didn’t notice hand sanitizer at all.

The staff/manager was not familiar with an email coupon I presented and did not apply it to the visit, rather noted that it could be used on a future visit. Also, after speaking with my massage therapist about my needs we agreed that a deep tissue massage best fit my needs, however, I was not informed that it was $15 extra until after my massage. Therefore in total I ended up spending $25 more than I expected to.

I wish they did more recommendations and to t tell me wha would be the best for me instead of asking for more upgrades that might not be necessary

Overall, it was a pleasant experience. It was my first time getting a facial so it was a bit intimidating, but the staff was friendly and answered my questions.

For a scheduled 1hour massage 5 min in beginning was for changing and massage was done at 1:50. Technically received 45 min massage not 1 hour. False advertising

My niece purchased a gift card from me for a specialty facial that's all it said on the gift card in New Jersey and your store charge me an extra $10 because your price is a different very unreasonable manager made sure I paid. Lost a customer.

everything was as expected, organized and clean- just not over the top i guess.....