Hand and Stone

Receptionist not listening. Receptionist outside and came back smelling like cigarette smoke

My card on file was lost. My appointment for yesterday was already paid for as last months had not yet been used. I wanted to wait on my card to arrive and provide new card for current month and the receptionist would not allow saying they could not provide service if I had not paid. Explained that it was already covered for this month. I had plans for the day I had to cancel because she forced me to pay up front for the NEXT month or I could not get massage.

There are other spas that have better massage therapists for a better price. This is too expensive for the value of the massage. I would rate Hand and Stone as above average but there are other spas that would be rated as excellent

My massage therapist did not address my right shoulder concern. She didn't really give it any extra attention. Also, at check out, it's tacky to ask for gratuity verbally. It's a personal matter, so inputting it myself into a device myself would be best.

Intake forms are not reviewed by staff prior to appointment. I had a list of my acne medicines in the form, she was not aware if my skin condition. This has happened at this location before when getting a massage. Picked up at my appointment time from the lobby, 3pm. By the time I start receiving my service let's say it's 5-8 minutes later my service still ends at 3:50, that's not 50 minutes of service. Long fingernails scratched my sensitive skin several times.

I became a member a month before covid and by the time I was able to return comfortably, half a year had past and my husband of one month had emergency brain surgery in October for a brain infection and the recovery period of nearly 5 months had me at home administering 5 hours each day intravenous antibiotics. I was unable to use a single massage I had purchased before now (well over a year after I became a member). I didn’t get to keep but 8 of my massages (a kind employee finally told me I could freeze my membership for 3 months while I tried to use the massages I still had). Basically, I would have been happy as a member but between covid and medical issues I lost a lot of money on the membership. I had my very first massage finally this week (which was good) and will hopefully be able to get the other ones I get to keep in the next month or two.

Appointment did not start on time. Could not rebook with my therapist when I wanted the next session. The monthly price is a little bit pricey.

I spent time to fill out the intake forms when I booked online, then was asked to fill them out again when I walked in. I’m glad I came early, but if someone was expecting to not get there early and expected their forms to be filled out already, that would be annoying.

I was originally booked for a Hot Stone massage. A few days after booking I received a call that I needed to rebook since the Therapist that did Hot Stone was not available on that date. I was really looking forward to getting the massage since my back was sore from yard work. The next appointment was a week out. I then received a call that the Therapist had an accident & was not able to do the Hot Stone Massage & I would need to reschedule. After explaining that I had already been rebooked once I was then booked for a regular massage with a free CBD oil upgrade. Upon checking out I was charged for the upgrade which I did not realize until I got to my car. I went back inside & was given a credit to my card. This location seems unorganized. And I still never got the Hot Stone Massage which is what my children got me for Mothers Day.

I can’t blame you guys. You’re very popular, so it’s not as easy to schedule appointments unless it’s weeks in advance now. Again, not your fault, just a bit of a bummer it’s not like it use to be. Short of having more people on weekends, not sure how to make more availability.