The Upper Hand Salon: Hyde Park

It was my first time at this location, the stylists were friendly and seemed like they were always smiling all the time. Loved the atmosphere! Gus was my stylist and he was awesome! He did extensions for me, it was the first time I had ever had them. I have to say they are so silky and the match was perfect, I never thought I would ever have hair this beautiful. The best part is you can't tell I have them. Gus did big loose curls for me before I left, my husband loved it he couldn't stop starring and touching my hair. Thank you, Gus....you are awesome!

Let me say that my review is not to dig at the stylist’s skills or technique, but it is the policies and way they address their clients. I have come to The Upper Hand approximately 3 times over the period of 13 months. I called to cancel my appointment, as I realized the date on my calendar overlapped with something more important, my appointment is in 2 days. I got placed on hold 3 times, transferred from one person to another, to be told that I would be charged 50% of my service because I am canceling after 48 hours. My appointment is for 2pm, and I called at 6pm on the dot. The fact that I was 4 hours too late, I was going to be assessed a $110 fee. The girl I was speaking with, which didn’t state her name, kept talking over me during our conversation and stated that during my initial consult (over a year ago) is when I was advised of their policies. On another note, the service I received on every visit (full-highlight and tone, no cut, no blow dry) increased in price each time. Initially I was charged $230, and at my last visit for the same service I was charged $270. I don’t think it’s ethical to charge someone more for the same service, and also assess a 50% fee if they don’t cancel before 48 hours – seeing as they only do confirmation calls 24 hours before?! Sounds to me like they’re intentionally finding a way to inflict their policies on their customers. I won’t be booking with The Upper Hand again.

One star only because I have to in order to review. I hate to start out with "normally I don't do this" but......here it goes. Firstly I want to make it clear, I have nothing bad to say regarding any of the stylists abilities as I didn't make it that far in my "journey" with Upper Hand. I had, by far, the WORST experience in trying to even get an appointment booked correctly. I sent in the electronic request via their website requesting a specific stylist, as she was recommended by my former stylist who moved States. I was called that same weekend and booked my appointment with said stylist that week (Thursday @ 6:00) or at least I thought. Thursday came and I still hadn't received a courtesy confirmation call, thought maybe they did not provide this extra service - no big deal, I'll call just to make certain. I call to confirm and I was told I did not have an appointment booked. Huh? Okay then. Then I get a call a few minutes later from the salon to confirm my appointment with a stylist I did not book with at 6:00 but I was asked to come in a little later as she was running behind. Firstly I made the person who called me aware I had not booked with said stylist, I had specifically requested and had booked with another and I explained why. Secondly, why was I told I did not have an appointment when I called five minutes earlier? I was assured this stylist was a very capable stylist - not the point is it? I booked with one specifically and now you're telling me I'm not, it was explained to me the stylist I preferred was all booked and then she was leaving on vacation and this should have been explained to me when I booked the appointment.....obviously not. In addition to asking me to come in later, it's not that she was running behind - this happens, I can understand, I would expect the same if things in my life ran a little late, and work around it but it just added to my frustration. I cancelled and rescheduled, as this created a scheduling conflict, for the following week Thursday at 6:00. I receive the confirmation call today confirming my appointment today at 6:40?! I called back to confirm but explained I had made the appointment for 6:00. She put me on hold to discuss with the Stylist, five minutes later she explains my appointment is scheduled for 6:40 and there is someone with her before me. That was it........I've cancelled and will not try again, which is unfortunate as the stylists seem very talented - first impressions speak volumes. I'm not sure if it's a question of incompetence or they didn't wish to accommodate a new client. In any case, this did not leave a very good first impression and I wanted others to be aware before they experience a similar situation.

Have been going here for about a year now. Gus really knows how to make my hair look exactly how I want it to.

Great place. Awesome staff. Ally color corrected my hair and gave me the cutest cut! She does everything! I don't have 3-4 people working on me. She does it all. Very sweeet and efficient. Will be returning every 4-6 weeks for touchups.