Hand and Stone Massage and Facial Spa

Feb 05, 2025

Had the most amazing massage!! Have already booked my next one!!

Feb 01, 2025

I started going to hand and Stone because I had back pain I was hoping a message would help I thought I would utilize them more than thought so I went ahead and did a membership I wasn't impressed with the message so I went ahead and called to cancel my membership they said they would cancel it and neglected to inform me there was a form I had to sign to officially cancel membership so a month later I was billed again after calling I was asked if there was a paper I signed I told them I was never told nor sent about any paper ( I even checked my email in case and it wasn't there) they sent me the paper through email and said they would refund me a couple days later I called because I didn't see the refund they said it takes a week I still have not been refunded after 2 months of waiting to see if they actually would. If you sign up with them and you try to get out of their membership make sure that they give you the paper or they will take your money

Jan 30, 2025

Dianna is great! So relaxing.

Jan 29, 2025

Valeria is truly a genius! I’ve been getting facials regularly for over 15 years, and my skin has never looked better since working with her. Highly recommend!

Jan 22, 2025

I’m sorry to see some of the negative reviews here. I had to leave a note about my favorite facialist Valeria — she is absolutely fantastic! I’ve never had even close to a negative experience; she always goes above and beyond to make me feel comfortable and provide the best possible experience. So grateful and cannot recommend her enough!

Dec 05, 2024

I enjoyed my facial by Bella. I was annoyed that Brooke who I originally booked with did not notify that she would not be doing my facial, let alone not leave Bella notes; Especially since I just became a member and expressed the importance of finding & sticking to a skin routine. Omar & Rosa at front desk are really nice & professional. Omar especially, he will go above & BEYOND to make sure you're treated as a member should. I'm surprised he's not manager. He gives luxury, warm and inviting w/o over doing it. Gives authentic. Plus he has immaculate skin, so when Omar gives advice you know you can trust it. Unfortunately, I think this location might be switching ownership so things are just disorganized and communication between staff, has gotten to the point where it's effecting how I feel as as a member. Lastly, the way the lobby looks is beautiful but then in the rooms I've been in to get my facials, it just doesn't match the lobby's aesthetic/look. They were still very clean, smelled nice, and organized- they just didn't give spa facial room. I liked hand & stone though, so I'm going to keep going from time to time and then become a member again when things get a bit more organized.. only issue is in my membership package when I signed up, it said I could cancel any time, but now I'm told 30 days notice.

Dec 05, 2024

I had brought a couple of massage bogo packages. And I was over charged. Tried getting billing resolved but couldn’t. Keep closed track at what you book and the price and what you actually are paying. The massage where wonderful so this disappointed me that I didn’t feel comfortable keep going.

Dec 05, 2024

I want to express my disappointment with my recent experience at the front desk. Omar was quite rude when I arrived for my massage appointment, which I had booked online. I was informed that only a 90-minute session was available, and when I asked why I hadn’t been notified of this when I made the booking, Omar raised his voice and stated it was because I booked online. Although I’m a member and make monthly prepayments, I was told that I owed an additional $45 for the extra time. When I spoke to a manager about the situation, I was told I could leave if I was unhappy, and that there was no manager on duty. Omar continued to raise his voice, claiming I was being dramatic, which was very upsetting. I have been a loyal customer of Hand & Stone for nearly two years, and I’ve noticed a decline in customer service during this time. I hope my feedback can help improve the experience for future clients.

Dec 05, 2024

Very over priced for their services, I learned I was charged $89.00 to cancel my appt since they took it from my credit I had with them, so I never got my message since I cancelled and was also charged the full price of the message instead of the 39.00 cancel fee. Will never come back here again!! This company takes advantage of you by their prices and a “hour message “ is really only 50 minutes long

Nov 05, 2024

Massage and facial were decent, but I was charged for a massage upgrade I wasn't informed about, and the facial felt more like a product demo/placement. Overall ok experience but not planning on coming back.

Nov 05, 2024

Very good 👌

Oct 05, 2024

I’m not surprised to see a multitude of one star reviews. I use to work there a year ago, left 2 months in and what I can definitely tell y'all is that management lacks a back bone, lacks the skills to actually manage people let alone money; messed up my check twice and forgot to send my W2. The receptionist were not very friendly to new employees, gave a lot of attitude to customers that did not want to buy a membership which is unacceptable for a business, they would constantly leave their positions to go shopping knowing it’s not their break, and management promotes that kind of toxic behavior. If this place ever wants to succeed you need to get rid of the old staff, behaviors, and seriously hire more mature employees. It’s inappropriate for an employer especially being an older adult in their 30s to want to be “friends” with some 17-21 year old employees. Like do your job?

Sep 05, 2024

I called 8 times within a 4 hour span to schedule an appointment. No one answers the phone.

Sep 05, 2024

I have dreams of letting me in for a massage, must mark this as a spot of choice to go to

Sep 05, 2024

I was on time for my appointment which was at 3pm. Once there I waited till 3:21 pm before they even called me back. I received a 30 minute massage which should've been a 1 hour massage. The gentle man talked the whole time and made it uncomfortable for me. A birthday gift disaster. This gift was to my daughter. She wasn't satisfied.

Jul 05, 2024

Front desk was not friendly at all. She was not welcoming and seemed annoyed. I also said thank you as I was leaving and she replied "mmhmm". Staff was not prepared. I arrived ahead of time for a facial and massage. The massage started late and ended early. The facial was basically what I already do at home and esthetician spent more time preparing and looking for products than doing the actual facial. The massage therapist and esthetician were nice and the facility was clean. But I would not come back just based off front desk employee's attitude. I'd rather spend my money where I feel welcomed.

Jun 05, 2024

Called to cancel membership and they dropped a 30-day-notice policy on me. Contrary to what they said when I signed up (that I could cancel anytime). Just making up new ways to rip people off.

Jun 05, 2024

Rude incompetent staff. I was charged money for nothing after my mom had already paid and when I asked why I was being charged no explanation given just told that is what is owed. My mom called and the girl was new and I was able to go back and get my money back and was not even given an apology. Great massage horrible customer service!

Apr 05, 2024

If you’re looking for a great deep tissue massage ask for Marcus!

Mar 05, 2024

Just finished a massage. Diz was my therapist and he did a wonderful upper body massage. I do a lot of work with my hands and am starting to feel the impact. He did some great techniques and provided me with some stretching that I can do daily to help prevent further issues! I’ve already book another appointment with him. Highly recommend.

Mar 05, 2024

The Northfield location is where I have been going. The last few years I have found the service is not very good, with my appointments continually being cancelled. I usually book a facial and a massage, however, the past few months one or the other always gets cancelled. I recently had this experience and decided to cancel my all appointments for the day since I didn’t want to spend the time not actually getting what I want. The receptionist said they would charge me a cancellation fee for the one appointment remaining. I was appalled as they can cancel in me, multiple months in a row without consequences, yet they want to charge me. I understand that people get sick and occasionally you might have to reschedule, but literally this happens with every appointment I make. I finally decided to just cancel my membership, I’d rather go to a spa that actually cares about customer service; at Hand and Stone I just feel like a number to them. What could be great, is mediocre at best.

Mar 05, 2024

I have been going to Sheila for months now and she is truly a healer. Always friendly service at the front desk. Highly recommend this location!

Mar 05, 2024

Muy mal servicio la muchacha de enfrente, No es amable en nada. 😡 no me dijo su nombre pero tiene su pelo rojo.

Mar 05, 2024

What can I say I'm a little impartial considering I am a licensed Neuromuscular Massage Therapist. They have some good Therapist depending on the day it could be hit or miss. Reception has done a turn over and is very nice and welcoming now. And the management at this location is pretty good. Well kept in the rooms that I have seen and just a nice relaxing place to wash your worries away

Feb 05, 2024

Every time I try to book online I run into some technical error that prevents me from booking.

Feb 05, 2024

I booked a massage over the phone for the next day. They took my credit card and told me everything was good. I came in at the scheduled time to find out the appointment wasn't booked. I was offered a later time that day and thought everything was good and walked out. I turned around and walked back in to test to make sure I'd called the right place the previous day. The phone rang and I confirmed it was the correct number. I then asked if my appointment was actually on the books for the one I had just booked only to find out it wasn't because they needed a credit card. So had I not turned around, I would have showed up again to not actually have an appointment. I was never even offered an apology. Never got a massage even though I wanted one but terrible customer service.

Feb 05, 2024

I have called and asked for months to cancel membership. They drag the process with I have to wait a month, then goes to I have to wait for the person who does canceling be there… to scamming me and continuing to charge me. I’ve gone to the location and also the right person unfortunately is not there. This is a scam and honestly very unethical. I have asked my credit card to stop but because it has been a rebill the charge is still coming in. I have them attempted to use so many credits for family. They cancel my appointments and then continue with other excuses….. I mean makes no sense right!

Feb 05, 2024

It was my first time going to this location and I have no complains. Front desk girls were friendly, efficient and professional. Lupe my massage therapist was amazing and informed me a lot about my body. I am following the recommendations she made and can't wait to see her for my next massage.

Feb 05, 2024

Not very friendly or nice.

Feb 05, 2024

Overall, I have had wonderful experiences here! The massages are great quality and usually just what I'm looking for after a stressful week. The front desk staff has been able to work through any problems that have come up. I love coming here.

Feb 05, 2024

The therapist, estheticians, and front desk employees were so nice.