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| - Edit - Hand and Stone reached out immediately and fixed the situation. They ended up not taking enough off of the bill the day of, so they refunded me additional money, and offered our next service at member prices. They apologized for the misunderstanding as well. Bumping to 4 stars and am grateful for quick resolution!
I've had a few experiences here and most have been really pleasant, but my last experience left something to be desired. I received an email offering a "Black Friday" special, which was buy one get one off services. I called and booked an 80 minute couples massage, and the person over the phone told me it would be essentially two for the price of one.
We checked in a few minutes early, got our massages (which were great), and then on checkout, I was quoted a price that was double my earlier quote. I was told "there was a note on your account that we needed to follow up with you on". Apparently the BOGO was only for 50 minute services, not 80 minute services. I checked the email, and in the fine print, this was indeed the case, but still...To not be told over the phone when booking, and to not be told when I checked in early...To wait until we were already done with our services just felt shady to me. They put a "free" 50 minute service toward the tab, which took $40 off. The math didn't entirely make sense, but I was already frustrated and didn't want to deal with it.
It's too bad, because until that point I'd had great experiences at Hand and Stone. It wasn't that they were wrong on their pricing, or that I felt it was over priced (I don't think it was), it was simply the fact that they had 3 days to verify the actual price with me and "follow up on that note", but they waited until I had my card in my hand waiting to pay.
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