Hand and Stone

Staff at the front desk are hit or miss, more so miss in the last couple months. Some are curt on the phone or less friendly in person. One day my appointment had to be cancelled because no one came to open the building in time. Also hard to schedule two services at once to make up for credits on my account.

Wasn’t asked during massage if the pressure was ok. Only worked on upper back area. Didn’t do legs lower back or neck or any other area other than upper back. While that was the area of concern usually other areas are addressed as well

I believe I said I was but I will say that 1. The appointment seemed short but still good 2. I felt I was constantly being sold a membership by the woman manager and to some extent the esthetician. 3. The cost of the back facial I wanted to try at a later time is WAY overpriced

The aesthetician talked about a treatment plan, but did not disclose that the treatments would cost extra. I hadn’t had a facial in over 10 years and she was aware of that fact. I feel taken advantage of that I went in for a $40 special facial and I walked out paying $120. Otherwise the actual facial was great.

I thought the facial was great but very short

Waited in waiting room for 5-10 minutes and then again another 5 for him to come back to room

In my intake forms which I filled out online I requested that the esthetician wear a mask. She did not, howeve she asked if she wanted her to wear one. I felt a little uncomfortable saying yes, so I said no. Even though I was the only person in the spa wearing a mask. This was my first reintroduction back into getting facials since the pandemic (I get several a year) so while it was incredibly relaxing, I have some level of expectation that if your staff sees a customer service wearing a mask when they walk in; that they should automatically put a mask on. I am vaccinated, but there is no way to verify if your staff is vaccinated. Not everyone is comfortable with going mask-less just yet.

I was charged double because the receptionist didn’t know what she was doing and now I’m out of pocket $183 dollars until the refund hits my bank account. I called after my appointment to tell them that I was charged twice and the receptionist was really unclear on why, when I would see the refund etcetera. She said for me to call back the next day, (today) to deal with her manager. They should be calling me back. She did not have any knowledge as to how fast we could rectify this.

I liked how smooth the booking, check-in and payment process was. If there are anymore last minute deals where I can get another massage for $40, I will definitely look to take advantage of it.

Was hoping for more options with the massage i.e., back scrub with Himalayan salt. Or options you would see in a hotel. Not crazy about keeping on the mask but I understand the importance of it.