Hand and Stone Massage and Facial Spa

Jan 29, 2025

I highly recommend Bell Smith from the Waterford Lakes location. First, she is extremely professional and polite. She is very gentle and knowledgeable with recommendations for your type of skin. She always explains what she is doing and asks plenty of questions to ensure she was providing me the best service for me.

Jan 29, 2025

It has been a long time since I have had the best experience in an establishment in this industry. From booking to the appointment, this team makes you feel welcomed. Christina knows her products and what she is doing. I’d give her 50 gold stars if I could. Thank you. Everyone here, just amazing!

Jan 29, 2025

Ray gave an amazing facial when I went there .

Jan 22, 2025

Andrew was good thank you

Jan 15, 2025

I am beyond upset with this office and how they are running this business. My boyfriend and I booked a couple's massage for 9pm on a Friday night last weekend. The day of the appointment, we got a call to confirm our appointment and everything seemed fine. My boyfriend and I were so excited for our massage together but while we are signing in, the receptionist then proceeds to tell us that there are no rooms available for us and we would have to wait 30 minutes. The office closed at 10, so there was no way we were going to get our massage in time that night. We had set all of our plans to the side and specifically booked this massage the day before our anniversary. When we were informed of the information, we asked the receptionist to speak to a manager. She then went to the back to speak to him, and when she returned, she told us that he was willing to offer us an "add on". That's not what we wanted, we came to get our massage together, not to come back and get a free add on. The receptionist then went back to tell the manager and when she returned again this time, she said there was nothing else he could do, so we asked to speak to him. She then mentioned that he was NOT actually there, and that she was texting him because "he was in a loud environment and could not talk at the time". If this is your Manager on duty, I think that is very irresponsible. It is absurd that the management willingly knows that people schedule time out of their day to come get treated, and did not take care of this situation or show any remorse or sense of urgency. By the time she let us know, it was already almost 9:30pm and due to the offices poor planning and lack of communication, we ended up walking out of their office with no massage. Very disappointing. The receptionist was kind, and I could tell she was doing all that she was capable of. She told me I could come back to speak to the spa manager, "Bri". I had came to the office twice after this to tell her about this situation and still have been unable to reach her.

Jan 15, 2025

I had a wonderful experience here. Staff was friendly and accommodating. My massage therapist, Andrew, was great! Walked out of here feeling like a million bucks. Highly recommend this place

Jan 15, 2025

Okay so I typically never write reviews. Whether they’re good or bad however I cannot help but to sit here and write this. I made appointments for me and my sister for Christmas. We were so excited. We went in for our facials and everything was fine. (Her experience was hands down WAY better than mine) however, I felt deceived. When I was in the room getting my facial done the lady told me with the LED my facial would be 90. I said okay well first time customer is 80 so, just 10 extra?! Not a problem!! GIRL, when I went to checkout and they looked at me and said my total was 170. HA, no way pookie. Me being me I didn’t cause I scene. I paid and left. However the next morning it was sitting on me heavy. I called to tell the front desk girl who cashed me out the day before what happened. She gave me her customer service apology which was expected and then said she would get a manager to call back to help resolve the situation. It’s been two weeks… no call. No anything. One thing about me Is I LOVE my self care. They could’ve had a consistent, good client. But they lost me And my money. Just because of THAT I can truthfully say my experience was trash. I would not recommend. Simply for how they took care of my situation. They basically took my money a didn’t give a damn about a thing after that.

Jan 08, 2025

I booked an appointment for this morning 1/8/25 10:30 am. I was asked several questions on the phone and all were answered honestly. I come in for my appointment & the massage therapist calls me to the room etc. As I proceed to tell her about my back pain, she informs me that I need a release from my doctor before they can give me a massage. I’m so tired of people! They could have told me that before while they had me on the phone. I don’t like how this was handled and it appears to be a company policy. I would stay away from this establishment and save yourself the aggravation. Why else would I go get a massage?

Jan 05, 2025

Great place to get pampered by professional techs

Jan 05, 2025

I absolutely love going to Zerina to get my massages she knows what areas to hit without me having to say a word. And let me not get started on the facial. Ray is one of the best ones there. He is very cautious about your skin and ensures that you are getting the best. The only reason I'm giving four stars instead of 5 is because of an incident that happened after I got my facial. I was giving product by the Esthetician to use on my face and when I went to go purchase the product. One of the front desk assistants recommended i try a product and me not knowing anything I did. Well, I should have just stuck with what the aesthetician recommended because I winded up having an allergic reaction to the product the front desk assistant recommended. I tried each product separately, so I know it was what the front desk offered me that caused the reaction and not the other. Other than that, I always have a great experience when I go

Jan 05, 2025

I had a wonderful massage experience with Stephanie. I appreciated that she reciprocated my interest in chatting. The pressure, atmosphere and massage was excellent.

Jan 05, 2025

I love this Hand and Stone location for its amazing customer experience and friendly staff. I can always count on Bell Smith to give the best facial experience! She is amazing, kind, and very knowledgeable. She really cares and takes the time to explain the best products/skin care. I also recommend Patricia and Ray for facials for all the same reasons. Their staff is truly amazing all around. For facials, I usually upgrade to a diamond glow with whatever LED light recommendations they suggest. Cynthia is MY FAVORITE massage therapist at any location I have visited. She is so skilled and makes the entire experience so relaxing. Cynthia is such a kind and amazing person and it’s always such a treat to chat with her, as well. I come out of every session with her feeling like a new person. Another massage therapist that is amazing is Kayo! For massages, I usually upgrade with CBD and regular hot stones.

Jan 05, 2025

I went in for a facial, and it was a great experience. My skin looks and feels fantastic. Ray was awesome and cultivated a very relaxing atmosphere. He was very knowledgeable and gave me great skincare tips. Highly recommend!

Jan 05, 2025

If you’re looking for a someone that makes your face a priority and takes his time ask for Ray. I had him for a facial and I swear it’s like he gave me a brand new face and you can tell he’s passionate about his job and it’s not just for a paycheck. Thanks Ray

Jan 05, 2025

My esthetician, Ray, was welcoming, professional, and experienced. I thoroughly enjoyed my facial with him, and appreciated his recommendations.

Jan 05, 2025

Not worth for the price and don’t ever go for the membership. The membership is a scam and they will make your life hard to cancel the membership. Very bad experience and will never recommend to my friends.

Dec 05, 2024

I had a good experience thanks to Kiara she did amazing job. I even bought a gift card to visit again.

Nov 05, 2024

The girl is nice but honestly, being first time in my life doing a facial, I did not see a difference. If there was a difference then it is minimal. Definitely does not justify me paying $100 facial +50 products

Oct 05, 2024

Been coming here for 2 years and every time it just gets worse. Horrible front desk staff because they constantly mess up the packages and expect you to pay. People always check the invoice because most of the time you will be getting ripped off!!

Oct 05, 2024

Great location & experience. The staff were hospitable & the introductory prices are inexpensive.

Oct 05, 2024

Hand and Stone has gone so far downhill it's actually insane! They keep making changes to memberships and what is allowed between franchisee locations and regular locations. And just overall membership changes that make it much harder to use your packages, Cancel refund, and transfer. All of it is much harder, more expensive and has limits now. Avoid this place like the plague and go to a better massage location for cheaper

Oct 05, 2024

I recently visited Hand and Stone for a massage, which was a birthday gift from my husband. Unfortunately, the experience was far from relaxing due to the unprofessional behavior of the front desk staff. While sitting in the lobby, trying to get into a calm headspace for my massage, the front desk staff engaged in loud, personal conversations. They discussed frustrations over pay disparities between salaried and hourly employees, and made insinuations about a colleague who, despite not being present, was about to take two weeks off and always seemed to have holidays off. There were even implications about her relationship with a member of management. On top of that, the conversation shifted to arrests and other personal issues. One employee mentioned having a warrant for underage drinking, and talked about being in a psych hold, where her underwear was searched. Two other employees then chimed in with their own stories about prior arrests, before the first employee started talking about boyfriend issues. I took a video of some of the conversation that I will be sending to corporate. This was all shared loudly in the lobby, making it impossible to focus on relaxing before my appointment. As I finished my massage, another concerning situation unfolded. A therapist burst through the door, visibly upset, because an elderly client in her room needed help undressing and might have gotten a serious injury during her massage, potentially a broken bone. Instead of responding appropriately, one of the front desk employees laughed and continued to use her phone during this exchange. The therapist, clearly distressed, shouted, “This isn’t funny! You can’t do this anymore!” The lack of professionalism and urgency shown by the front desk during this situation was shocking. During this experience, the staff member checking me out tried to explain the membership options, which I couldn’t hear and was, regardless. distracted by what I was witnessing. Based on the unprofessional conduct I observed, I would absolutely not recommend Hand and Stone.

Sep 05, 2024

HORRIBLE!!! After being a member for years I went to freeze my membership. They have now added so many rules that they charge you $10 a month for freezing (plus you have to sign a paper) and $70 to cancel! They are like a bad gym membership now… do NOT sign up, you can find better deals at Mom and Pop massage places that don’t nickle and dime you for being a loyal customer. UPDATE: They never sent me the paper so I could freeze my membership so I’m just going to cancel. I’ll update if I also have a problem with that. If they want me to pay a cancellation fee I’m not going to be happy. UPDATE: I called again to try and cancel... they now say that you have to make an appointment with with manager to cancel! I ended up disputing my last transaction with my credit card company in order to keep them from continuing to steal from me. I hope I can still use the credits I have built up as I have about 8 massage credits... but I bet they wipe them out and just steal the hundreds of dollars they are worth. BEWARE.

Sep 05, 2024

I was fortunate enough to find someone with experience in doing a sports massage. You have to know what works for you and ask for the right kind of service. Fortunately, Hand and Stone has enough diverse talent to meet your expectations.

Aug 05, 2024

I’ve had my massage membership for several months and I love it. I typically get my massages from Heidi and she is wonderful. The facility is extremely clean and the people at the check in desk are extremely pleasant.

Aug 05, 2024

Outstanding massage therapist. Neck and back is much better!

Aug 05, 2024

Very happy with the massage I received on Saturday.

Jul 05, 2024

Fairly priced but an amazing massage. Hard to stay awake because of how good.

Jul 05, 2024

Good availability of therapists to suit customers' work-life schedule balance .

Jul 05, 2024

I will not be returning to this business/location ever again. Don't go here if you are looking for a relaxing and stress free experience. I went here to get a massage as a father's day gift and the massage therapist was ON HER PHONE while giving me a one-handed massage. She did this for almost half the massage. Once I spoke up and said something she finally put it away and finished the massage. On top of this I was supposed to be getting a credit transferred from my wife for the message as a fathers day gift. Instead the business didn't let me transfer the massage and instead charged me full price for the half hearted massage. Then when I called the office after to complain (I didn't want to do it in the lobby in front of all their other customers - trying to do them a favor). To "resolve" the issue they didn't refund the massage at all and instead just allowed me to transfer a credit from my wife's account and not charge me the $10 transfer fee. So basically they did nothing. They gave me a $10 credit for $130 massage that was horrible. Save yourself the money and don't go here. You're better off at Massage Envy or another local massage spot. This company clearly don't care about their clients, that the therapists are not doing their job, and they have no idea how to "resolve" your horrible experience when you have inevitably have one.

Jul 05, 2024

Karina Castillo did an amazing job with my facial my skin feels so refreshed and revitalize. She is excellent and I highly recommend her for your facial.

Jul 05, 2024

Sheena is a master.

Jun 05, 2024

Awesome facial by Bell! Relaxing and very soothing

Jun 05, 2024

I had my very first facial today!! It was absolutely amazing! Ray made my experience truly exceptional. He was very knowledgeable behind skin care and helped to give me advice on how I can truly take care of my skin. He made the whole experience very comfortable and relaxing as well. Thank you Ray for your amazing and friendly experience!! I'll definitely be back and will be requesting you again.

Jun 05, 2024

Los masajes están bien pero los faciales deberían mejorarlos.