Hand and Stone Massage and Facial Spa

Feb 06, 2025

Save yourself the money and probably disappointment and go anywhere else. The monthly option is a scam, when you call to cancel no one answers or a manager is never there. I have been owed money now going on +6 months. Today I was asked to leave bc my fragrance was too strong for my technician so she would not give me my facial. Yes you read that right. I left and will never go back. I hope to save someone the same frustration.

Jan 30, 2025

I received a massage transfer from a member as a gift and was super excited to use... From the start it did not go well.. Called to make the appt and the girl at the front desk who answers phones said she saw the transfer in the system but the Henrico store it was transferred from did not complete the transfer all the way?? They made me call the Henrico store to get it right and if this was good customer service the lady would have done this and not made me call the other store.. Then as far as my massage it was very average , not the worst but maybe a 2 to 3 star at best. The room you could barely hear the soothing music over the annoying fan clicking away in the corner... I could hear her breathing over top me the whole time... Not much massaging more running her oily hands up and down my body ?? What happened to the actual massage motion? I wont say names as this is possibly a training issue or lack of training.. Not going back! Plus the front desk charged my card another persons service which she quickly refunded but my experience was less than satisfactory..

Jan 23, 2025

IF YOU READ NOTHING ELSE: STAY AWAY. I was pressured to sign up for a monthly membership immediately after my massage. The lady was extremely nice but kept pressing me all while looking over her shoulder as if she was being pressured. I caved to an every other month membership option but since have been charged monthly. I continue to call but no one answers and their mailbox is full. I found an email on reviews and emailed but have not heard back. All these business responses of just call or email us and we will help are bogus. I now don’t live in the area and cannot just stop by in person. I am looking into legal options. This has been going on for over six months. STAY AWAY.

Jan 16, 2025

Do not come to this salon. I received a massage that was advertises on their website as being 60 minutes long but ended up, with consultation and dressing, to be less than 40 minutes. Their solution, which was offered to me only after my complaint to the front desk plus two additional calls, was for me to come back and receive another service at a discount. That's right - they misrepresented their service and told me that the only way they could make it right was for me to come back and give them more money. They also, per a poster in the room I was in, offer people discounts on future services if they leave good reviews, which probably goes a long way in explaining why there are so many five star reviews on Google. (Their average rating on Yelp is 2.3 stars, and be sure to check out the perfect 5/5 stars for over 1000 reviews on Trumpet Ratings. Definitely no fake reviews there). Don't waste your time at this place - they only want to take your money, and presumably, spend it on more fake reviews.

Jan 06, 2025

Had a great experience at my first visit today! Massage was amazing, thanks Nicki! Reception desk gals were super knowledgeable and extremely friendly. I can’t wait to go back in a couple of weeks for a facial, and look forward to my next massage in January. 🩷

Jan 06, 2025

I wouldn’t recommend Hand and Stone. I had low expectations after reading reviews but was still disappointed. The person who checked me in was incredibly kind and helpful! She made me feel extremely comfortable. Unfortunately, my servicer was terse and unkind. She quickly said “Do you want to focus on anything specific?” Followed by “What pressure do you want?” and left the room. When she returned after I had undressed she was annoyed that I only undressed my top half without specifying I only wanted an upper body massage when she asked. Had she not rushed out, I could have told her. She spent most of the massage focusing on one spot on my back instead of all over. When I finally got up the courage to ask if she could put pressure in one area that I had begun to feel, she said “well if you want deep tissue, you need to pay extra.” She then lectured me about how I needed to tell the therapist at the start of the session that I only wanted upper body and to focus on certain spots and that if I need more pressure I need to say so at the start and pay for it. I told her that what I meant was just to focus on a different spot, not to apply more pressure to the massage. Overall, it was not a great experience. Fortunately, I was using a giftcard. I completely agree that customers should pay for add on services and be communicative. However, I don’t appreciate unkindness and being told that I should not ask for what I want/need during a service.

Dec 06, 2024

I had a massage tonight with Jenny. She used aromatherapy and salt stones and which helped me to relax and work out all my tension. I highly reccomend her!

Dec 06, 2024

I have always had a great experience. Nothing bad to say.

Oct 06, 2024

Do not I repeat do not waste your time or money with this knock off “Massage Envy”. I have spent money with this company and they can’t seem to grasp the concept of customer service. A gift card promotion was advertised by this company and after payment was received they would not grant me the promotion. Then I called the “Charlottesville Store” and they told me that they could not help me. I then called corporate and they made every excuse under the Sun to why the promotion would not work for me. They are all about money and no customer service at all. You try to get some peace and a little relaxation (so I thought) and this is the treatment that you get. Rude nasty individuals that could care less if you spend your hard working money to try to finally get some peace and end up just being taken advantage of. What a Merry Christmas present that Hand and Stone just gave us. Thank you so much! You’re so kind.

Oct 06, 2024

Wonderful massage with Margaret! Staff helpful and kind. Highly recommend!

Sep 06, 2024

Consistent EXCELLENT Reception with attention to detail from Nestle. Massages by Lisa keep me coming back! Thank you very mych

Sep 06, 2024

Crystal was fantastic! She listened to my needs and managed to work that area of my back perfectly.

Sep 06, 2024

Great place to go when needing a massage.

Sep 06, 2024

I had cancelled my membership and months later was charged the monthly fee. I called at least twice and was told the manager would call me, but haven't been contacted and it's been over 48 hours. I found the manager's email on Google reviews and had also sent an email with a copy of my termination of service letter there, and to their other posted appointment email. No reply. I filed a credit card dispute and just got a conditional credit.

Sep 06, 2024

I moved out of the country and have asked for a membership cancellation form in person, over the phone, and twice via the online contact us option. It's been two months and this company is still charging me and hasn't sent the form.

Aug 06, 2024

John is a great therapist. He's responsive and in-tune. I always have a great session with him. Office Manager Nessle is very personable and knowledgeable.

Aug 06, 2024

My hot and cold stone contrast massage was interesting and relaxing. The cold stones felt good but occasionally the cold was unpleasant (on my back) and I realize I prefer the hot stones.

Aug 06, 2024

My husband gets me a gift certificate for Christmas every year. I was not able to use it till July because of the availability of appointments. After my massage I was told I can’t use my gift certificate balance for six months!! Unless I join a membership for roughly $80 per month. $80 monthly to use my $400 balance. So I can’t come back until January. I’m asking my husband for a different place this year for Christmas. What a disappointment. Never again.

Jul 06, 2024

Briana is awesome!!! I get the best facial from her each and every time I’m there! I only wish I could go more often! Thank you, Briana!!

Jul 06, 2024

I had great massages with one person who has since left the practice. The other massages I have had were mediocre, and one massage therapist was even a bit rude to me when I asked her about what she was doing (I was being curious - she assumed I was questioning her). It's also very hard to book appointments in a timely manner. However, my biggest complaint is with management. I was upsold then 6 months later was trying to use up my points before canceling, after I realized that this was not a place I wanted to continue to visit. The front desk people guided me as to how many appointments I could book to use up my points, and for the next two appointments I confirmed that we had set it up right to use up my points right before membership ended. However, on my last massage appointment I was charged!! I was told my last point had expired and that massage wouldn't be covered. The manager called me to talk to me about it as the front desk person assured me, but Tine'e, the location manager, was very difficult to talk to and said that she didn't know if me or the front desk person was being untruthful, and that there was nothing she could do about it. I requested the number of the corporate office and she gave me an "866" number that lead to no one, just menus such as how to locate a spa near me. I have sent 8 help requests over the last 10 days and received no assistance. Be warned. Don't join their membership program. If you need a massage, find a more professional location.

May 06, 2024

I have reached out 3 times to receive my credit back for my massages. Firstly, I had my gallbladder taken out, and guess I was expected to cancel when I was heavily medicated and cut in the stomach. I have a medical excuse, but same day cancellation for medical problems are not accepted??????? Secondly, I was giving my massage away, and was scheduled for the wrong day. Somehow I was scheduled for Thursday, Saturday and then again on a Friday. I ONLY wanted the Saturday and the following Friday. I don't know why I can't get these things resolved. I am losing so much money, and none of it is my fault.

May 06, 2024

I love going to get my massage. I look forward to it! I have bought deals to send my family and friends for a relaxing experience. Look forward to the next massage and facial.

May 06, 2024

Poor service been trying to get refunded since January all you do is get run around and accomplish nothing still owe me do not recommend this business to anyone very un professional

May 06, 2024

Worst experience I have had at any spa! There are great spas out there so do not waste your time and money to go here. It doesn’t even rate one star!!

Apr 06, 2024

I recently had the pleasure of experiencing a massage session with Jenny, and I must say it was absolutely phenomenal. Jenny tailored the massage specifically for my shoulders, back, and neck, addressing the tension in those areas with precision and care. I can confidently say that every cent I paid was well worth it. I highly recommend Jenny to anyone in need of a truly exceptional massage experience. The front desk staff Nescel also contributed to making the overall experience welcoming and enjoyable.

Mar 06, 2024

Had an appt today was really looking forward to it , it was nothing like the first one I got.The lady that done it was horrible there was NO massaging at all just simply rubbing her hands up and down my back, she done 1/2 of my upper leg and the backside of my lower leg nothing on the feet and hands whatsoever.. I was planning on doing the monthly membership but after this appt I decided not to.. The front desk staff was beyond amazing and very helpful in answering all of my questions about the membership and very pleasant…

Mar 06, 2024

I have been coming to this location for over a year now, and I have never had a bad experience. Today, Jenny was my masseuse, and she did amazing. I had an appointment for a two hour massage, and she spent every minute working out my tension. I feel 100% times better after today.

Mar 06, 2024

Nikki was AMAZING for my first massage here. I upgraded to 90 minutes and she knew exactly what I needed, I even fell asleep for a few minutes. I’d come back for sure and if I weren’t moving soon I would’ve gotten a membership!

Mar 06, 2024

The front desk staff is so kind and very helpful. Anytime I need to make changes to appointments, they are quick to help me find a new date/time that works for me. I've been to many of the providers there for facials and massages. They are all very knowledgeable and I always leave feeling awesome!

Mar 06, 2024

Today I had the second facial of my life with Cheyenne. She did an amazing job: I’ve never had such a glowing face. It really worked!

Mar 06, 2024

What a great experience all around. Very relaxing and wonderful staff. Everyone was so kind and welcoming. The hot rocks were a plus😀

Feb 06, 2024

Excellent value and great service! Had my first hot stone with emily and i was walking on clouds when i left!

Feb 06, 2024

Had a massage with Jenny this morning and it was fantastic!!! She was super accomodating and used great pressure. Will be returning

Feb 06, 2024

I got a mini Stone Massage today with Emilie meaning I had a massage booked and halfway through asked to include some stone work into the massage as it turns out I had more sore muscles than I realized. It was a good idea. I think since stones are from the earth I feel much more grounded and relaxed than when I arrived. I look forward to another visit soon!!

Feb 06, 2024

Jon is a great massage therapist. He is very knowledgeable with a kind personality. I highly recommend him.

Feb 06, 2024

My facials with Brianna are the best! I enjoy talking with her and she address any issues that I am having on my face.

Feb 06, 2024

My massage was very average. The man who massaged me asked me a couple of questions that made me uncomfortable. I also feel like I was swindled!! No where on the website does it says the price of a massage is $150, it says it will cost $79.95 when I signed up. I was then talked into a membership but they weren’t transparent about terms and conditions, it was very very confusing. I’m not happy, I just wasted $150 for an average massage and very vague information.