Hand and Stone Massage and Facial Spa

Jan 23, 2025

Had a massage for my Christmas present for December 30th. They called day of and had to reschedule so I went the 31st my therapist was 15 minutes late, after my 10minutes of dressing and undressing she had me out in 35minutes. Yes I paid for 60minute massage and only got 35minutes. No discount, no refund. I opted for a silent session and the lady had rap music playing on her phone, kept stopping to reply to text and smelled of marijuana. I decided to give this place another try and scheduled a massage for my birthday 1/20. They called and told me they had to reschedule… I took the day off for a me day, for absolutely nothing. This place is a joke. DO NOT WASTE YOUR TIME OR MONEY!

Jan 06, 2025

I have been coming here since 2018. They strive to keep the clients accommodated even with all of the management changes I have witnessed. I see, Jess Morales, who is exceptional. It is difficult to schedule with her because she is in demand. I do recommend this establishment. Respectfully, Madam Ambassador Dr. Nealy H.E. United Nations Peace Ambassador NGO ECOSOC Dr. Angela J. Nealy

Jan 06, 2025

Vanessa was wonderful. Very professional and knows her stuff.

Dec 06, 2024

I was a member, but my schedule was busy. I had accumulated around 30 sessions. Went back in-- my card had expired a couple months ago. Instead of contacting me, they canceled my membership and cancelled all of my sessions I had paid for.

Dec 06, 2024

This location is by far the most consistent which is why I continue to go to this location. I highly recommend for those looking for regular massages or facials. Edit - still 5 stars, but also wanted to shout out Chonita. She's did an amazing job and really focused on the area that I mentioned was bothering me. Her technique is not what most would be used to, but it works well and is still very relaxing!

Dec 06, 2024

This review is specifically for Chonita!! She is amazing. I have had a lot of massages in my life and this is one of the only experiences where I left feeling a difference in my body. She used a technique I’ve never had before, but it was impactful. She also was very generous with her knowledge and informed me of ways to stretch and help my body feel better long term/in between massages. I booked with her for next month before I left the store. Highly recommend!!

Nov 06, 2024

The area that was hurting wasn't focused that much

Oct 05, 2024

Have tried 3x to cancel my membership at Keystone location and have been charged again. This is after an associate told me I have rosacea and needed a Dermatologist, which is not true at all. If you get hooked into membership, you may never get out of it!! Beware?

Oct 05, 2024

Vanessa massages with the perfect amount of pressure. She worked on my knots today & they already feel much better! I left feeling both relaxed and renewed. Go see her!!

Oct 05, 2024

Went for the first time and had a massage w Vanessa. Being an awkward individual and feeling comfortable staying with the same massage therapist, I decided to book again for the following month only to be told the day of that she was sick and had an emergency. I completely understand medical emergencies happen. The front desk called and let me know and were polite about it. However, once I had booked for the following month the same thing happened again the day of, only this was for a “personal matter”. The front desk apologized and asked if I wanted to reschedule but never offered to find another therapist. I find that this all kind of seems too coincidental 2 months in a row, and makes me feel uncomfortable to come back in the future.

Sep 05, 2024

Hand and Stone was very clean, the staff is very pleasant. The entire visit was pleasant experience. I will be going back for facials.

Aug 05, 2024

I got the best massage today after so long. Thank you so much Tyler for making me feel so much better. I really appreciate it 🙏

Jul 05, 2024

Everyone was super friendly but I will not be coming back here. I was told for couples massage it was 179$ (or something along those lines) wasn't until we go to pay that they tell us it's per person? So I spent 390 (with our add ons) for a "one hour" massage. Lady told us to come 15 mins early (which we did) to fill out paperwork. Our massage didn't start until 12 mins past our scheduled which was 5pm time and still ended at 6pm. So we didn't even get a full hour even though we were on time. Completely terrible for the amount I paid. Disappointed to the max

Apr 05, 2024

I scheduled a massage for myself, my daughter and my mother for her birthday a month in advance. Then when I called the day before they didn't have my online booking so I had to schedule it again. The day of the massage I was texted saying their, now fired employee shouldn't have scheduled my daughters massage bc it's against policy to do a couples massage with me in the room for my daughter and they'd have to cancel the appt. Told me I cld do mine and just leave my daughter sitting. That wasn't an option. When asked about getting a refund they tried and couldn't process it then said their manager wld be in the next morning and she'd take care of it. I've left messages weekly for 3 weeks, calling daily at random times and no one answers, the Mgr leaves brand new employees to work the store when they're not trained. The girl cldnt tell me a number to call forcorporate, management anything!! She expressed her concern for being in tht situation herself but her Mgr had her working with no knowledge at all. She cldnt answer anything. I spoke to her again a week later. She said she's talked to her Mgr about calling me multiple times, but she's refusing to make the call. I called another location. They called they're consultant who talked to the owner about this issue and they were supposed to call but still haven't. I have called the keystone Hand and Stone location every hour since they've opened today and not one of my calls has been even answered!! I havent had anyone answer a call there in over 3 weeks ive been calling daily. Imagine the amount of business they're losing. I deserve to get my 200 back. If I were you and needed a massage, I wld stay clear of the Keystone Crossing Hand and Stone massage location. I wld really like someone to take some responsibility and handle this matter. The owner and manager of the store were given my number so no need to leave here.

Apr 05, 2024

The message is worth the money.

Feb 06, 2024

30mins late , last 2x’s

Feb 06, 2024

Absolutely ridiculous franchise. I booked a SURPRISE couples massage MONTHS in advance only for my wife to get a call 2 days before the service, RUIN the surprise and tell her that he appt. had been cancelled. I was ticked. I called and complained (The staff on-site were very helpful) and they said I could get a massage while my wife got a measly facial. No, not what we scheduled. So, I naturally cancelled everything and requested a refund. Fast forward to 2 WHOLE MONTHS later, after calling corporate, Customer Service and talking/emailing with 4 or 5 different people and HAVING TO SEND IN PROOF that I already paid because they (Corporate) couldn't find my receipt, I was told, THEY COULDN'T SIMPLY REFUND MY CARD. It was cash only refund! I live 2.5 hours away, so that was REALLY inconvenient. Thankfully a good friend was able to get the money on site and transfer it to me. DEFINITELY would NOT recommend this place, at first impression, it's good, but if anything minor happens, it becomes a big deal really quickly. I won't book anything here or be a customer period.

Feb 06, 2024

Had a massage today with Danielle and she was absolutely fantastic. She was very respectful, professional and the massage was relaxing. She listened to my requested pressure type and always asked if I was comfortable. Fully recommend her and the other specialists. The front desk staff were very informative and nice. Booked Danielle again as she was great. 10/10 would recommend this spot to anyone.

Feb 06, 2024

I always look forward to my facials with Nikki! She does a fantastic job. All of the staff is kind and helpful. Great products and environment.

Feb 06, 2024

I have been a member for years and used to go to this location regularly. I will say that when I went to my regular person(s) it was a good experience but anytime I had to go to someone different it was a frustrating experience. In addition to the inconsistency the appointments tend to get shorter and attention to clients tend to lack. Recently I had to cancel my membership due to moving out of state and you would think as a long time member you’d still get great service. The person that canceled my membership took weeks to get back to me and also never told me that my points would automatically be taken. After years of membership you could accumulate thousands of points to use on products/ upgraded services ect. I only found out after going to book an appointment and being told I couldn’t use my points because they were gone now that I cancelled. This should be the first thing you tell customers so they can use them prior to cancellation.

Feb 06, 2024

Noah was amazing, really worked my trouble spots. Best I've felt in a long time. I would highly recommend him to anyone.

Feb 06, 2024

Paid for an hour and started ten minutes late and ended 10 minutes early. Told her to focus on lower back and she proceeded to spend all of 3 minutes on the area I needed it most.

Feb 06, 2024

Relaxing. Quick but in a good way. Check in and right to the room. Great explanation of services. Relaxing while the message takes place. It's not a full spa experience but it's a great place to stop in and get worked on. Ive been a few times now, the masseuse's are professional, listened to where I want the most attention and pressure is always spot on.

Feb 06, 2024

Shyra does amazing work! Highly recommend. Will be back monthly!

Feb 06, 2024

This was the most awesome experience I have ever had. The two front desk ladies were very helpful and kind. And my massage lady was so gentle and very informative and patient with me. I will recommend them to the highest. I will definitely be back. Thank You Hands and Stone.

Feb 06, 2024

Very helpful to make you feel better.

Feb 06, 2024

Went for the first time in April, experienced silent racism by the front desk staff, and I would not go back. When I stepped in the door, I was greeted by this front desk lady (Caucasian, young, around 18 years old, I think her name is Stephanie) who was not pleasant and had a negative attitude towards me. She asked me to fill out the forms, but her tone was so offputting and had no smiles, as if she didn’t even want me there. I thought maybe she’s having a bad day; I’ll let it pass. While I was waiting, I saw another Caucasian client coming through the front desk, and surprisingly, this front desk lady greeted her with all smiles and excitement. Ha! Interesting. Then at check-out, this front desk lady charged more tips on my card than what I told her. How convenient! This whole experience just makes me disgusted.