Business ProfileforHand and Stone Massage and Facial Spa

Lourdes, my therapist, was fabulous, but she needs MORE time allowed in between clients to allow herself to clean rooms and take breaks...so as to not cut into the customer's appointment & servicing time. The experience with the front desk employees was very poor from the minute that walked into the minute that I departed.
The following is a "copy & paste" that I had to "keep short" on the survey that they emailed to me.
I hope that you can read the abbreviated words as follows:

Upon entering, (team leader?) asked, "Can I help U?" w/ no expression. I replied that I have a 1pm appt. "What was your name?", as she looked at her tablet. (Not "is" your name..."was" is considered derisive language.) Gave her my name. (I arrived 15 mins prior to my appt.) At 1:05pm, no one was busy up front, and no one came to me to let me know that my ther't would be rt w/ me. I went up to ask same prsn. She unapologetically waved me off & said that my ther't was "prob'ly just cleaning the rm". I said, "Ok" and sat bk dwn. Your co needs to allow your ther'ts MORE time IN BTWN clnts to clean rms. 1:07pm - Let in, but had to use the bathrm again (took 1 min). 1:08pm - Session began. Lourdes is a FANTASTIC masseuse. 2:30pm - ended. (My srvce was cut by 7 mins.) Exited to lobby. Much debate that I "owed" $45. No, I told them: Hsbnd pd for a 90 min incl'g 10 min foot massage. Reluctantly, got the "ok", she told me 'THIS" time by the manager. I told her that the price increase since the card was purchased was not my problem. No "Thanks for coming", "See you again" - nothing. I was very polite. These two people were cold as ice. I will not return.

Martha,
Thank you for taking the time to write a review. I am sorry to hear you feel this way about our service. Our team works hard to make sure every guest is completely satisfied. Regarding your service starting a few minutes late, that unfortunately does happen from time to time. We are still strictly following Covid cleaning and sanitation protocols. We unfortunately do not have control over how long the previous guest takes to vacate the room, and once they vacate the room it needs to be completely sanitized per the protocols. We provide plenty of time for that, but again, some guests take a bit longer than others to vacate once their services are complete. We always make sure that does not cut into service time. Your massage was an 80 minute service. We do not offer 90 minute services - it is 90 minutes of in-room time (which is clearly noted on all Hand & Stone advertising material across the chain). Likewise, our one hour services include 50 minutes of massage time, with the additional 10 minutes in both cases being for consulting with your therapist and getting dressed after your service. Therefore, your service was not cut short. In fact, you received three minutes more than the standard time.

I do apologize for the gift card issue. The card you brought in for your service was incorrectly rung out by the associate who sold it to you, and that person no longer works for us. These are extraordinarily difficult times for any business when it comes to hiring and retaining staff. Almost all of our front desk staff is brand new and still learning their jobs. We are constantly fine tuning the way that we work with guests as we always want our spa to be a very welcoming place.

We would love to see you return at some point in the future, and would be more than happy to welcome you back in for a second service at the member price so you can try us out again. We are very proud of our spa and have well over a thousand members who happily return to us and look forward to visiting us every month. We are also a small, locally owned family business that contributes heavily to the community and is viewed very positively by the community we serve. If there is anything we can do to make you into one of our many valued and highly satisfied customers, please give us a call back and we will be more than happy to work with you.