Hand and Stone Massage and Facial Spa

Jul 2024

I am so disappointed to have to give this business such a low rating. They opened about a month ago in my neighborhood and I, and my friends, like to support new businesses. So I made the appointment and filled out all the required paperwork on line, including their requirement to include credit card information (in the event you cancel at the last minute, I guess, which is legitimate, in my opinion.) I was ushered into the therapy room 15 minutes late, because they were running late. My session was, however, cut short by about 5 minutes. I figured, OK, they are trying to catch up. When I was done, and ready to check out, the receptionist told me the cost, which I knew, and asked if I would like to leave a tip. They have a sign on the counter that suggests a 20% gratuity. That's fine since that's what I normally do. So I said yes and when she asked how much, I said "the 20% you suggest." She thanked me and asked if I would like to put it on my credit card on file. I said that's fine. I never saw my invoice because they don't use an iPad type POS/Square system. She handled it on her screen and said that she would email me the receipt. I said that's fine, since that's what businesses do. When I got home, I saw the email and was surprised to see that the invoice showed me paying $20 for the tip...not the 20% ($17.99) which is what the receptionist and I agreed to. Although we're talking about just a $2 difference, its the principle. Since this happened to me, I have heard about 2 other situations where there were issues. This is very unfortunate because our community really wants to support new businesses and we were looking forward to having a massage therapy business close by.

Jun 2024

I am adjusting my rating for this business from five stars to three stars due to several service issues that need immediate attention. After posting my initial five star review from the services rendered, I needed to speak to the Spa about some follow-up to my membership paperwork and a future appointment. I called twice this week, first on Monday, June 3, 2024, and again on Wednesday, June 5, 2024, both times around 10:30 AM. Unfortunately, no one answered either call, and despite leaving voicemail messages, I did not receive any return calls either. This lack of responsiveness is disappointing and frustrating, especially for a new member who relies on timely communication. Additionally, I have not received a copy of the membership paperwork I signed, which was supposed to be emailed to me. This oversight, coupled with the inability to change an in-person appointment through the online system, creates significant inconvenience. The business needs to improve its responsiveness to phone calls and ensure all paperwork is promptly sent to members. Additionally, enhancing the online appointment system to allow changes to in-person bookings would greatly improve the customer experience. Addressing these service gaps is crucial for maintaining stable clientele and fostering a positive member experience.