Hand and Stone Massage and Facial Spa

Feb 04, 2025

UPDATE:: Their manager gave me a call and offered a complimentary service. I went again today and they were very clear about my packages and my aesthetician, Jaclyn, was terrific and gave such a wonderful massage on top of the facial. 5-star service and lovely customer service. But I hate when they put tinted sunscreen on afterwards. Now I have to wash my face tonight after this facial. She said I didn’t have to but this crap gets all over your clothes and bed. Yuck. I have a membership and enjoy treatments but this business has a shady practice of not telling you how many service packages you are using each trip. Just had a facial and the lady was so sweet to suggest which facial she thinks would be best, then I go to checkout and realize I was charged THREE packages for my one service. That’s completely insane to me she didn’t tell me it would be a $250 facial vs an $80 one. I hate when places do this because it seems purposely deceitful so I pay for more packages than I ever get to use. It’s REALLY frustrating and now I’m pissed I got the facial at all

Feb 01, 2025

My facial with Eden was perfect-relaxing and rejuvenating! Beautiful and healing hands!

Jan 22, 2025

Tried to book for our 14 year anniversary couples massage and the experience on the phone was terrible. Why would I spend over $300 and ya'll can't even say congratulations and sprinkle some flower petals? Seesh, I guess I gotta keep looking. The first time visit discount doesn't apply to couples massage even if it's your first time apparently.

Jan 05, 2025

Awesome place left feeling amazing. Pete is the man.

Jan 05, 2025

Had my first massage here at the Cherry Creek location . Ethan was awesome and front desk was very friendly. Definitely recommend coming here.

Jan 05, 2025

This is an okay place to get massages/facials but I’m sure there’s better! I also wouldn’t recommend anyone with a personality to work for this company! Unless you’re selling 5 memberships a day you’re basically useless to them! The area this is located in also sucks, there’s never any parking available and many of the guests that come in are rude and entitled. Hope this helps!

Dec 05, 2024

We’ve really tried to make this membership work, but the constant cancellations and rescheduling have become overwhelming. After many attempts to resolve this over multiple visits, we’re back in the same place—struggling just to secure an appointment. We’ve spent hours trying to work this out, hoping it would improve, but it’s clear now that this is a continuous cycle with no end in sight. At this point, our relationship with Hand & Stone has run its course. We’ve put in a lot of effort, but it feels like a constant battle to get appointments scheduled, rescheduled, and then rescheduled again. This process has become exhausting and simply isn’t sustainable for us. We’re ready to focus on supporting a small, local massage business where we can expect a smoother and healthier experience. Unfortunately, we just can’t continue with Hand & Stone any longer. Very disappointed that our initial issue was acknowledged but never fully resolved. From what we’ve experienced—and what others have shared—it seems like this is an ongoing challenge that this establishment just can’t seem to overcome.

Nov 05, 2024

I booked a bachelorette party here for facials and massages and to start setting it up was so beyond easy, the staff was friendly and made booking so easy. They truly were a delight to work with in the set up phase. Day of when we got there they immediately checked us in, took every girl promptly and every girl had something good to say about their experience! They truly made the day special and amazing!! ❤️

Oct 05, 2024

Always great!

Oct 05, 2024

Bad management. Scam you into memberships. I came here for a massage. The 45 mins of actual massage was great(called an "hour massage") . With gratuity the price was $155.94. plus 15 for parking. So 170.94 for 45 mins of massage. They pushed and tried multiple times to get me to join their membership and even after saying no they kept trying. Feels pushy and pressurey I don't Iike this place.

Oct 05, 2024

Do not sign up for the membership. I am still be charged monthly fees almost a year after discontinuing. I have called multiple times to have this resolved. Do not sign up for the monthly membership. Very difficult to end. Not sure where the disconnect is. Beyond this frustration I rate the massage therapists as excellent.

Oct 05, 2024

Jackeline just gave me a facial and I loved it. I totally recomend this place for facial and massage that I tried many times before as well.👍

Sep 05, 2024

Ethan was AMAZING! The front desk was also very helpful and nice!!! Great experience.

Sep 05, 2024

Hands down the best experience I’ve had to date! I went in today for a massage and facial. Phenomenal customer service, communication, and hospitality from start to finish. Savannah greeted me the front desk and was helpful and patient with me for check-in and out. The massage with Charles was tailored to my needs and targeted problem areas perfectly. He was knowledgeable and professional—with wise words to boot! Followed by a facial with Jacquelynn that was thoughtful and soothing. Jacquelynn answered all my skincare questions and ended the session with great recommendations for at home products. I’ve been to other Hand & Stone locations in the area but I’ve never had an experience like this. 10/10.

Sep 05, 2024

This business changed hands recently and the up front experience has gotten much better. The people at the desk were always nice but the managers not so much. What kept me coming were two outstanding therapists. Ken and Ethan have different styles and energy but I like them both so much I alternate monthly for my weekly messages. The prices are reasonable for their high quality of their work.

Aug 05, 2024

Booked a one hour massage (confirmed via email), showed up to the appointment, told they had me booked as a facial. Incorrect. Had no one else available, offered no solutions. Paid $15 for parking for nothing.

Jul 05, 2024

Ash deserves a 5+ star review. She's amazing and gave me one of the best facials I've ever had. Unfortunately, I don't think I'd return to this location again. They no longer validate parking. I had to pay $15 to park for a 1 hour service. Every other business in Cherry Creek validates their customers' parking.

Jul 05, 2024

The front desk/reception staff are some of the worst staff I've ever interacted with. They consistently mess up appointments, bookings and payments. Even if you call to sort it out, they will still mess it up. The manager, Mandy, is incredibly disrespectful and unprofessional. She is in no way helpful when she messes up appointments, and gives an insane attitude when you ask for it to be fixed. If you want to book here, be warned that it is the most infuriating experience ever. However, if you make it past the front desk team, the massage therapists and estheticians are some of the best in the city. They are the only reason I go back, and I strongly recommend them.

Jun 05, 2024

Austin was amazing!! Friendly staff, knowledgeable and very helpful.very relaxing! Will definitely come back

Jun 05, 2024

I have been a member at Hand and Stone Cherry Creek for 12 years. 3 times in a row they have canceled my massage as I was driving to the appointment. More than a handful of times they have reduced my massage to half the scheduled time due to scheduling conflicts. I schedule my appointments months in advance. They have had misprints on specials they have for members and they do not honor them. The management at Cherry Creek is terrible and the front desk is constantly turning over. I get charged 50% for less than 24hr cancellation yet there isn't any repercussion for them canceling less than 30 mins out.

Jun 05, 2024

Never disappointed with massages at this location. Nice staff, excellent massage techs.

May 05, 2024

If you are going for just one time facial, definitely see Ash. She is incredible. That being said, do not start a membership here. I was a member here for over 10 years and over the past few years the spa has Become extremely difficult. Their rules and regulations have increased and heightened over the past several years and they are extremely inflexible with pausing memberships and using gift cards and accrued points. They also recently stopped validating parking during a service. I think the spa has changed management a couple times and although the staff is very nice, I never get Consistent communication or information from two people making it very difficult to understand how many credits I have on my account or what my gift card balance says, and when I can use it or when they expire.

Apr 05, 2024

Ethan is phenomenal! I have been searching high and low for a massage therapist that is as good as him, but I don't think I'll ever find one. In general the staff is friendly and the location is lovely, but the five stars are all for Ethan. Do yourself a favor and book with him asap!

Apr 05, 2024

Great facials and massages. Friendly staff :)

Mar 05, 2024

Highly recommend Lori! She was fantastic! Such a unique and fabulous experience.

Feb 05, 2024

I had a membership for over a year. Unfortunately I just didn't have the time or the continuing money to keep my memberships. I asked if I was able to keep my many credits (5+) after my membership was cancelled, and I was told I would be able to. So I went to make an appointment and was told I had no credits! Because there was a 60-day grace period and then all my credits (i.e. Money I spent for service) was cancelled! I feel completely cheated and taken advantage of. I saw responses to other reviews with people that had similar problems that they were "flexible" about these things. But when I asked about it they say their was nothing they could do UNLESS I made a payment and opened back up my account, then they could give me my credits back. So I would have to give more money to get back the money I already spent? I am so upset that I spent so much money and feel so completely ripped off.

Feb 05, 2024

I was charged incorrectly for my appointment. When I booked this appointment I mentioned that I will use my pending credit for this massage which costed me $70 a month as part of my subscription. When I was checking out then the receptionist says the my credit expired since it’s been 60 days but they never informed me about that when I was booking my session when I mentioned I’ll use my credit. And then charged me $120 for a regular session price. And all she had to say was I am sorry but that’s the policy and it was in the form you signed. Also, I never even got a notification from Hand & Stone that my credit was expiring soon. This experience made me never wanna come back to this chain again.

Feb 05, 2024

Great massages and facials. And super nice and helpful at the front desk.

Feb 05, 2024

I had an amazing experience with Eislynn. She was not only nice and informative but also did a fantastic job. My face looked amazing after the treatment. I highly recommend her!

Feb 05, 2024

I just had the worst customer service experience with the front desk receptionist person. Did not catch their name. Short, rude and grossly unhelpful. I wanted to book an appointment and they were short with me from the get. Impatient, unkind. Then they hung up claiming they couldn't hear me due to my phone. Shame on them.

Feb 05, 2024

If i could rate this spa at a 0 I would. I've had a membership many years. I learned by my bank statement that my rate increased from $50 to $89 a month. When I inquired I was told notifications were sent out in February, however, I never received this disclosure. When I called and spoke to the "manager" Michelle I was appalled at her utter lack of professionalism. She wasn't concerned about making the situation right rather came on the phone with her guns drawn ready to defend. After asking for the email to be resent to me she hung up on me. When I tried to call back she would pick up the phone and hang up. She did this 3 times...yes THREE times. I have to think if the owner of the spa knew this behavior was happening from a "manager" they wouldn't be happy. The lack of customer service she displayed was incredible. Michelle, you should really take a closer look at your customer service. If you have a choice I would spend your money at different spa who values their customers.

Feb 05, 2024

It's ok, a bit pricey but good service

Feb 05, 2024

Lindsay is amazing!!!! I highly recommend her.

Feb 05, 2024

Northfield, Hand And Stone location of Denver Colorado is quite wonderful!! The services and customer service and management is awesome… the massage therapist that I had today was Marcus and he was very talented and skilled and respectful in his massage service that he provided on me was wonderful!!

Feb 05, 2024

Really love this location, but you need to call to schedule something well in advance.

Feb 05, 2024

Regret ever getting a membership here. Negative stars. I have memberships at several spas and this is by far the worst experience I've ever had. For being a place of "relaxation" they sure love to give their customers a hard time. I had to make several calls to try to cancel my membership, and my boyfriend's since his was on my card, and not only did I get hung up on (by Ashley) and talked to INCREDIBLY disrespectfully by their manager Michelle, but then I was misinformed as to when my credits were expiring, and now since I'm 10 days past the expiration, they're not only not willing to help but also pretty much told me too bad so sad. Oh, and the credits that my boyfriend has that I paid for? I have to pay $10 for each one to be transferred over to me (literally LOL). All of the other spas where I paused my memberships not only gave me a year to use my credits, but also didn't give me a hard time and were KIND. Not condescending little witches. DO NOT SIGN UP FOR THIS MESS!!

Feb 05, 2024

This place is chaotic and disorganized. Went to get a massage after someone booked it for me, spent 10 minutes on the phone earlier in the week confirming and getting details just to walk in for my massage and they “couldn’t find me” on the books. Needless to say if you go to this place be careful because they might lose your appointment! Do not recommend ever going here. Terrible customer service.