Hand and Stone Massage and Facial Spa

Jan 29, 2025

I don’t even know where to begin. Our first two couples massages were great, even though we weren’t made aware that we would be paying additional fees than just our membership for it to be a couples. At sign up we were offered each a free facial. I booked it and was asked questions about my skin, I said it was dry and she said they evaluate the skin and make suggestions from there. She suggested dermaplaning, but did not say it was an $80 up charge. Get to the check out and that’s a shock when not told it’s an up charge. I still tipped proper percentage, because tipping used to be our livelihood, but probably shouldn’t have after being blindsided like that. They lure you in thinking if you sign up, you’re getting a free perk, and then screw you out of money in the end so it’s not a free perk. We were excited to have a quality date night out once a month here, but unfortunately with terrible customer service that membership is short lived.

Jan 05, 2025

Amazing location and an Amazing staff. They really care and take great care of you. I come in every month and love getting my self care taken care of here!

Nov 05, 2024

Amazing massages, excellent customer service, and a relaxing environment!

Nov 05, 2024

I want to preface this review to say that David and Chris were amazing at our couples massage. My boyfriend, being the angel that he is, booked us a couples massage which was lovely. However when we went to check out we were told that his portion would be $69.95 (the price he booked it under) and that mine would be $129.95 since I had been here before and that the $69.95 was the intro price. They then explained that they could lower the price to the intro/member price if I signed up for a membership and that I could cancel anytime. I had issue with this as my partner had booked it and in my experience when you book a couples massage you pay the price as advertised. When I brought this up the receptionist was apologetic but resistant to give us the original price even after the other receptionist said they should. They offered to call a manager which I originally declined as I didn’t see that it was necessary but after more discussion I did ask that they call because I refuse to pay a $60 difference. After the manager was called they were able to give us the original price however the frustration of the conversation negated the original relaxation of the massage. Had they waived the first time I asked this would be a positive review and I would plan on returning however they have lost a potential loyal customer and I will never recommend this establishment to anyone. If you would like a couples massage I would recommend the massage center in Dudley square, more expensive but well worth it. To the manager I would recommend you empower you front desk employees to make these decisions without your input and to disclose that if couples are coming for a massage that the intro price is determined individually. Additionally to echo other reviewers the actual massage time is not 60 minutes which is disclosed at booking however then it should be advertised as a 45 minute massage.

Nov 05, 2024

They cancelled a couples massage less than 45 minutes before it was supposed to start, then wouldn’t answer our call to reschedule so we had to go in person and reschedule. They never apologized and didn’t give a discount. We took time off work for the initial appointment and it was a waste. Massage is good but only 45 minutes even though we pay for 60.

Oct 05, 2024

The massage experience is 6/10 but the massage therapist’s are very warm and welcoming. HOWEVER you do not get the hour massage you pay for. You’re lucky if you get 45 minutes of the scheduled hour. Example I had an appointment at 1 wasn’t taken back until 1:10, taked to massage therapist as required until 1:15, massage started at 1:20 and ended at 1:55. So 45 minutes in all. If you’re looking for an overpriced light back rub then this is perfect for you.

Sep 05, 2024

Great experience. The massage was fabulous and the pricing is fair. Looking forward to my next visit

Aug 05, 2024

DM was wonderful! She listened to what I wanted from my massage, and better yet realized what I needed as she was doing my massage. I'll definitely be coming back!!

Aug 05, 2024

Good massage, not great transaction experience. Upsold into cupping before massage starts WITHOUT disclosing the extra fee. One hour massage is only 43 minutes. Asked if I want to leave a tip, I say “sure, 15%” they added $15. Also pitched me on a monthly thing. Very turned off by the extra charges and pitch after I went to get a massage to RELAX. Again, massage itself was pretty decent.

Jul 05, 2024

I booked an appt for their introductory massage and Adam was absolutely amazing for my body. Customer service was excellent and I would recommend Hand and Stone to family and friends. Thank you for taking care of me.

Jul 05, 2024

I want to complain about the service at Hands & Stone after receiving the service. They changed the prices of the service (I went personally to schedule the appointment and I had a balance of the gift card that I wanted to use, I asked the costs and I had written down all the numbers) they wanted to charge me more in addition to joining a program that I was not interested in. Their insistence is so uncomfortable that the relaxing aspect of the service is immediately lost when having to defend a position to avoid having to pay more. I wouldn't like to think that because I was Latina, using a gift card, the treatment was not cordial. Unfortunately, this is how you lose customers.

May 05, 2024

Great place very clean and great setting

May 05, 2024

I had a great first experience. Emily was professional and kind. I got a basic massage with the goal of coming out more relaxed than when I came in. Goal met. The heated table bed was a nice surprise. Hope to be back again.

May 05, 2024

I have been going to Kacey for facials for a while now and always have a wonderful experience! She is very knowledgeable and attentive!

May 05, 2024

I pay for 1 hour and massage was only 40 min. Massage was great but if I am getting for 1 hour then I need it . I got massage with oil but waste of money because she used only twice

May 05, 2024

The was my first ever massage experience. I Had my session with Adam today. Fabulous experience. Completely relaxed environment and very respectful of my privacy. I HIGHLY recommend this experience

Apr 05, 2024

Got a great massage from DM! Would highly recommend for their introductory special offer, but I don’t know if I’ll return because the second massage practically doubles in price, and there are plenty of wonderful massage places in Lexington that offer cheaper services. But the ambience is nice here, and the facility was clean and inviting. Everyone was friendly and professional. Easy to book online. No problems or complaints!

Apr 05, 2024

Massages only last 45 minutes when you pay for 1hr. My friend who has gone here, says they did the same to her. I do not recommend using them. Give your money to places that actually massage the full 60 minutes. I was there 15 minutes early and filled out paperwork before my appointment time. No excuses!!!!

Feb 05, 2024

Daelan was absolutely amazing! I had him right before my wedding this weekend and we had a great time and I felt so relaxed as he worked all the knots out! Can’t wait to rebook with him!!

Feb 05, 2024

Had THE BEST hands down massage, thanks to Forest, yesterday. Planning to make another visit soon.

Feb 05, 2024

I had massage with Rachel. I had plenty massages in my life, including two perfect massages at this facility by another specialist who, unfortunately, left. After about 10 min, I did not feel like she started the massage but just stretched the skin on my back. I asked how long muscle warm up would take and when the massage would start. I also named the muscle I would like her to focus on, and Rachel confirmed she was familiar with that area. Our conversation was not friendly in the beginning because I couldn’t explain what I was not happy about, due to the low quality service. She repeated that if I did not like what she was doing, I could receive my money back. I clarified that this is not about the money but about improving the service. I told her that I am a physician that why I mentioned specific groups of muscles, and asked her about her training and experience absolutely without any comments (at my job this question not considered to be insulting ). After this Rachel continued my massage, and for the next 30 min (!) we had a nice conversation about different massage types, about teaching and learning, etc. When I returned for my facial the same day, the manager Katie met me at the door, informed me that she already canceled my service, spoke to me incredibly rudely, and caused a scene in front of numerous employees and customer. She told me that she protecting her employee who was very unhappy and stressed, she judged me, and created punishment without hearing my perspective. I felt like she refused to serve me and even talk to me about the issue due to my accent as I am from another country. Even in a court everyone has opportunity to talk, but not in this spa. I felt like manager Katie was enjoying the process of being superior and humiliating me in front of the group. She never offered me to come to her office and tell my side of the story, she was extremely proud to say me “I trust my employee” (mean whatever I would say would be a lie). Two previous visits to this facility were smooth and pleasant, so I feel that any bumps or critics over there would end in severe mistreatment. Fortunately, Lexington is big enough to have more than 30 Spas with rating higher than 4.3

Feb 05, 2024

I love Hand and Stone, they always provide the best service and a relaxing environment. Rachel is by far one of the best massage therapists I’ve had. Not only is she skilled but took the time to explain the different packages and how different techniques work. Best massage I’ve ever had!

Feb 05, 2024

Mary is fantastic! I left feeling like I was in a new world. Everyone there is so nice. I can't wait to go back and hope to start a membership soon.

Feb 05, 2024

Enjoyed a relaxing massage with professional, helpful, and attentive staff

Feb 05, 2024

I always have a relaxing massage at H&S. From the moment you walk in, the atmosphere is pleasant and calming. The staff is very kind and friendly. They make you feel comfortable. This has become my favorite massage spa in town.

Feb 05, 2024

I’m disappointed with this experience. I definitely booked an hour massage and I got 40 mins. The service started at 10:10AM and ended at 10:50. For $130, 40 mins is ridiculous. The massage itself was okay, but I’ve definitely had better.

Feb 05, 2024

I’ve been going to Rachel for over a year now and she is amazing. She is always attentive to my needs and customizes my service every time. She listens and is wonderful at focusing on problem areas. I have neck and back due to my occupation and every time I go to see her she makes me feel wonderful! I highly recommend Rachel. The front desk associates are also always very friendly and helpful. Great experiences all around.

Feb 05, 2024

Jolene is an excellent massage therapist. Employees at the front desk are awesome as well. Will definitely return.

Feb 05, 2024

My husband bought my mother a facial, She is 81. I dropped her off and told her not to do any add-ons as we had pre-paid. The person doing the facial knew this, when she came out it was $70 extra. She said the lady didn’t tell her or explain to her that her SUGGESTIONS would cost more, she thought they were part of the facial. I just feel like she was taking advantage of.

Feb 05, 2024

the massage was very good but didnt care for the waiting area its a little bit open and bright may go again my technician Sam was very good and concerned with my comfort at all times