Hand and Stone Massage and Facial Spa — Local services in San Diego

A Sad Broke Down Training Program Story

I made the appointment on Friday, the 13th (oh NO, that was the problem from the beginning!) for a 90 min massage on the following Sunday, today.

I posted up in a local Starbucks 2 hour early to ensure timely arrival. Having done 100 deep dip pushups and 12 or so diagonal pool laps to prep, I wanted to make this smooth for everyone.

Walked in 5 min before appointment time to check in. The receptionist told me the phone number they had for me. I simply told her that the number was incorrect. She informed me that because I did not have a credit card on file and because they could not reach me at the number (incorrect) on file to confirm, etc the owner decided to take my appointment off the books.

She acknowledged that it appeared that I had been there previously as part of a couple and confirmed that I had obviously booked a solo appointment this time. Check and check. She acknowledged that the appointment was booked by one of two new trainees. She offered me the option of rebooking and the option of speaking to the owner about it. I respectfully declined both options today.

I protested mildly by asking why the owner decided to grind me up in the training process. She said the owner thought I would be a no-show because I did not answer the phone and did not have a credit card number on file, etc.

I feel like the owner should have kept me on the books and took the no-show risk associated with the breakdown in the establishment’s appointment setting protocol. Clearly the problem was an inaccurate recording of the number and a failure to ask for my credit card during the appointment setting process.

At the very least the owner could have left instructions to be summoned if the no-show risk client actually DID show up and deliver the sad broke down training program story personally. This way, in addition to the story being tastier coming from the owner, the owner could have further reduced the nasty taste I have from driving 25 miles one-way to be a 2nd visit client and being jacked around.

I guess I will go to the gym and do some heavy lifting.

(510) XYZ-PQRS, NOT...

This one star is for the massage I received today. The woman who helped me did not listen to any of my requests but did have a lot of questions about my career. My masseuse was an older woman who mainly sat in a chair most of the duration. It felt like she was only rubbing cold lotion rather than giving me a massage to help loosen my knots and alleviate pain. I specifically said please work on my shoulder and neck and focus there but all it felt like was a soft rubbing motion. When asked about pressure I did let her know I would like more as I am used to deep tissue. She said she didn't do deep tissue and only swedish and efflourage but there was ZERO pressure period, this went for every body part which she did quickly but with slow rubbing motions. For the amount of money spent it was extremely disappointing. I will say the room was cute and the ambiance was at a nice setting. Her asking me a million questions while trying to relax during the massage was a negative. She did not wrap a towel around my hair to keep it out of the way , I noticed this after she questioned me for not having my own hair tied up... The best part of the massage was the hot towel that was applied. I still tipped well because I understand she did an "hour of service" but I instantly regretted it after leaving, knowing how unhappy I was. This woman should not be in this industry at all.

There was one positive to my visit today and it was my facial...

If I could negative star this place I would. Not only did Amber call me 15 mins before mine and my fiancé’s appointment as we were driving over and informed us that an appt we made 5 days prior all of a sudden could not accommodate the fact that I needed a prenatal massage. She proceeded to tell me the only thing she could do is reschedule my appt. When I asked if there was a way she could switch my therapist with someone that does she then told me there wasn’t anyone there today that did them, then when I asked if I reschedule would they comp my massage since we had 2 facials and 2 90 min massages that are being cancelled last minute. She then told me that they could accommodate me today if I change my massage to a 60 min instead of a 90 min, when I ask her why am I able to be accommodated for a 60 min but not a 90 min she tells me not to be rude when I’m obviously seeking clarification. I then ask her name and ask if the owner or manager can call me she says sure and hangs up on me. Not only is she the one that’s rude but definitely unprofessional. disappointed because we were we looking forward to our spa day. Stay clear of this place until they could find someone that could manage the front properly.

Update: it’s interesting how the owner gives me their info to follow up about the incident and when I email them I still don’t get a response. Great customer service all around...