My first visit for a hot stone massage was quite good despite the fact I didn't feel that my therapist was a "polished" as she could have been. Unnecessary noise made during my massage when retrieving the stones, and slamming sounds of doors when getting the hot towels. The massage itself was acceptable. I joined as a member after my first visit.
My second visit was about 5 weeks later for a facial. I arrived early for my appointment and sat quietly in the waiting area. I was taken back on time for my appointment only to be handed a questionnaire after I entered the room. So my session time was reduced by my having to fill out a questionnaire before things ever got started. Really? My facial was nice and my skin felt good afterwards, BUT...during the time of the exfoliating mask, I lay on the table with nothing being done...could I not of at least had some shoulder massage time while the mask was working? I felt this was more lost time in my session. I added a peppermint scalp massage which was okay...the peppermint smelled great!! When my session was completed, I noticed it ended 10 minutes early. So with the paperwork, mask wait and early finish I felt as if I only had a max of a 40 minute session.
When I went out to pay, I informed the girl that I was unable to log into my membership account and she checked it only to find out it was never activated (so I lost out on bonus points for being able to book online). She activated it for me. I paid my $15 for the peppermint scalp massage plus a gratuity.
I do not like the pressure you feel about having to give a "set amount" gratuity when you aren't receiving top quality service. So my hour facial ended up costing me $90 and I walked away quite dissatisfied.
When I got home, I was able to log into my account only to find I had a $15 credit in my account. Why didn't the girl mention I had this credit which could have paid for my peppermint scalp massage? Instead I was made to pay for it out of pocket! Totally unprofessional!!
Because there were just too many unprofessional occurances that happened during my second visit, I will be cancelling my membership and not returning. There are too many other great massage and spa places out there for me to waste my time and money at Hand and Stone.