Hand & Stone Massage and Facial Spa — Attraction in Columbus

This is a review about how this company handles the cancellation of memberships, not anything related to the actual services. I haven’t had a bad experience here until I’ve tried to freeze, and now cancel my membership. The first issue I had was when I went to freeze it in December. They claim that their manager has to approve these requests and that I would get an email with a form that needs to be signed. However, after a week with no email and my next payment approaching, I called in again and asked them about the email with the form. They tell me I just need to wait a little longer, so I gave it another week or so, still no email. I call again, but this time I get some explanation about how the form is not actually required and that I shouldn’t worry and that my account will be frozen. So at this point, I was irritated and confused if I would even be getting any form to sign at all, as I am now being told that it’s not required. Then about two days later, I get a form in my email to sign about freezing the account lol I sign it and it’s all fine. Fast forward to today, my freeze is about to be up, but I honestly feel trapped in this membership and just want out at this point. I’m throwing away about 19 credits because I just want out of this mess with them. I call to tell them I want to cancel, I speak with Charity, and I’m still getting the same explanation process about how the manager has to approve the cancellation and will be emailing me a form to sign. I ask and explain to her that this is exactly what I went through to freeze my account in Dec., and there was a lot of back and forth about the form. I asked for a turn around time on when I could expect the email, but they can’t provide one. It’s all dependent on when the manager is there? I just think it’s ridiculous to tell someone that their cancellation request being processed depends on whenever the manager gets to it. It makes me feel like my request gets purposely put on the back burner to delay. Maybe for additional payments to come out of the bank? Because then she proceeded to tell me I would have to pay another final payment when cancelling, even though I have no intention on coming back to their establishment lol. This is kind of scam-like to me. The staff here need to get on one page about the process. Is there a form required? Is there not a form required? You guys need to work on your cancellation process and at least give your clients a turn around window. You never over promise and under deliver a client, but you have to at least give some sort of guideline to them. There is no reason why I shouldn’t receive the form within a few business days. Do these managers not have set schedules where they are approving these cancellations daily? I don’t see why it should take two weeks to get my cancellation email, but here I will likely be waiting around for one again. Not a good look and I’m seeing other reviews about...

Quick summary: massage started 20 mins late, front desk staff didn’t acknowledge that I was still waiting that long after my appointment start time nor was there any communication about what was going on, and massage therapist used my appointment time to clean a room then rushed me out of the building because the business was closed for the day after she was the reason the appointment started late. My appointment was cut short and I left feeling stressed and upset instead of relaxed as a result.

I arrived 10 minutes before my 7:00 appointment and my massage therapist did not start until after 7:20. The front desk staff did not acknowledge that I was still in the waiting room 20 minutes after my appointment time. My massage therapist said she would take me to 9 to make up for it so I was grateful, accepted that and mentally chilled. Then once I was settled, she said the facility closes at 8, not 9 so it would end at 8, which would not give me the full massage time. The massage itself was okay, but I went in frustrated about the lack of communication about her running late or even acknowledging it. She admitted it once I said I was wondering what was going on when she came to get me from the waiting room. She took me to the couples room and said she had been cleaning that for me as a couple’s massage just ended. I am not sure whether no other rooms were available, but it seemed there was one other client in the building and she was trying to expedite her cleanup time needed to leave for the night prior to my massage by using one room and making me wait. I realize this is an assumption, so may not have been the case, but I don’t understand why she wouldn’t just take me to another room so that my service could stay on time. The massage ended at 8 on the dot and she asked me not to “dally” because the business was closed and the front desk leave at 8. I told her that I don’t waste time and I’ll be out. I was being rushed because she was late and due to no fault of my own. I was early to my appointment. I was out pretty quickly but given my whole experience what is usually relaxing and enjoyable left me frustrated, upset, and stressed.

I’ve been a member for many years now and there have been issues from time to time, but I have never experienced a situation where a therapist was so far behind due to cleaning a room. I called yesterday and left a message for the manager to call me so I could share my experience and try to gain an understanding of the situation. She was supposed to return my call around noon today and I’ve yet to hear from her. I’ve already been contemplating canceling my membership and these neglectful experiences that don’t show value to the customer may have been the final nail...

I decided to treat myself to a year end spa day so I booked an appointment for a facial and massage. The only appointment available was between 7-9 for both services. I went against my better judgement on booking a spa appointment so late, but went through with it anyways. First, upon making the appointment, the consultation form was supposed to be sent to me to fill out ahead of time. It wasn’t. Nonetheless, no big deal. Upon arriving, I was greeted and asked to fill out the form. Once completed, I sat and waited, and waited. I thought this was a spa. No one offered water or tea, nothing. Bad impression. First up, my facial. The esthetician called my name about 7:15. I’ll keep this short: this was the most decent part of my experience. She was nice, easy to talk to, and recommended a skin treatment. She asked if I wanted a robe to transition to my massage, I said yes, only to be greeted by a worn out, plaid “grandma” robe and waffle slippers! Umm, I thought this was a nationally recognized spa? If so, I would expect to see a clean, crisp WHITE robe which are traditionally used in spas! Sigh. I declined and instead, put on my boots, and walked my things across the hall for the massage. Still no offerings of water, nothing, just cattled off to the next appointment. I got into the room around 8:17 ( I looked at the clock,) My masseuse asked where I would like to concentrate and he honored it. My thing was during the time he did not ask how the pressure was or if the temperature of the table was comfortable. Nothing. He just went on with his massage, digging his elbows into my back and I felt every follicle of hair when he ran his arms down my back— can you say cringe? This was my first experience with a male masseuse and the last. The massage ended exactly at 9 pm (definitely wasn’t 60 minutes), and I was happy when he offered a hot towel so I could wipe off the horrible smell of the cooking oil, I mean “massage oil”. This place, is not on the level of a H&S Spa that I’ve visited in another state. I know each one is individually owned and operated but this location is subpar at best. I guess because it was after 9 pm, everyone was ready to go home (another reason not to book a spa appointment late). The receptionist didn’t have time to give her sales pitch about a membership— (which I would have gladly declined,) so I paid my balance and left. All in all, this “spa” looks good on the outside but is lacking in multiple areas on the inside. This was my first...