Hand and Stone Massage and Facial Spa

Feb 02, 2025

Wonderful. Warm. Relaxing. Now I remember why I like massages. Really worth the time and money. Going again, soon.

Jan 22, 2025

I went to the establishment on Friday Jan 10th for an appt for a massage and a facial. I was gifted by my boss for the effort I put into helping before, during and after Hurricane Helene and Milton. Unfortunately not everyone can afford this type of self care. I was excited and really needed this me time. I waited several mins before even greeted.. then during check in I was asked if i would like silent services, yet the girl giving me a massage spoke the entire time. When I was finally done and relaxed and happy I go to check out. However, as I waited for over 30 mins for the young girl I can only assume was new to figure my discounts and total out. I tried my hardest to be understanding and patient as she asked another employee who seemed annoyed and like she just didn't want to be there. When it was finally totaled out I gave my gift card, only to be told it wasn't a gift card but a promo card and I couldn't use it in this store. Completely embarrassed and unsure how I was going to pay my bill as I only got it as a gift I had to then borrow money from someone. Even more feeling like I'm standing there with egg on my face I leave as fast as I can. I then spoke to my boss who reassured me it was not a promo card at all and sent me all the information from the purchase. I then called and informed the young girl that I needed a manager to call me. January 12th a finally receive a phone call from Christen (manager) who then informs me that it is a gift card but there was no money on it. I explain the situation and give her my bosses info so she can look it up, finding nothing. I asked her as i stood there embarrassed because I only got the service as a gift, what would've happened if I couldnt have paid another way. She proceeds to tell me it's theft of service and they would have to proceed in that manner. I made her repeat so I was sure of what she said and told her I would find out the name of the exact purchaser and call her back. Well within a few mins she actually called me back informing me that the store the card was purchased in never closed the invoice activating the card and she would call them to rectify the situation and email me with the solution and credit to my gift card. It's been 3 days and I've still heard nothing, im out $316 and looked like a fool to employees who chose to give me wrong info about my card and why it didnt work. Then a manager who chose not help me then mentions theft of service all based off another locations fault.

Jan 05, 2025

DO NOT SIGN UP FOR THEIR MONTHLY PLAN!!!! It's impossible to stop unless you show up in person, and not even then. Have stolen $1000s from me while I was deployed overseas. Could not stop payment, the "form" to stop the service is not accessible.

Jan 05, 2025

First timer and I loved it! The place is clean, the staff is friendly, and I really enjoyed how easy it was to sign in and get my services. The massage was amazing too and she was give me relief with my soreness. Thanks so much!

Jan 05, 2025

Gave a gift. Are to my daughter in law. When she arrived they told her would be $150. Minus the gift card amount of $70. When it was purchased the gift card nothing explained so they choose what top and extra the therapist receives. Never has this ever happened. If you go. Be aware

Jan 05, 2025

I have been attempting to contact Hand and Stone to determine how many massages I have in the books. Every time I call, no one answers and asks you to leave a message. I am a volunteer AEMT for the City of Virginia Beach and my time is limited. When I call I get a text message asking me if I want to book or reviewing services. It also states that I can ask a question, yet it tells me it doesn’t understand. When I first started getting my massages here at this location, there was much better customer services. I’m extremely disappointed.

Jan 05, 2025

Neither my husband nor I were impressed with the services we received. While they weren’t bad, they were nothing to write home about. Additionally, we felt like everything was an add on and cost more.

Dec 05, 2024

I booked 1 hour session but My massage therapist didn’t do for 1 hour. I was in and out with check in and change clothes and ever In less than 50 min. It felt like I wasted my money. Never go back this place again.

Nov 05, 2024

Awesome massage by Anita. Highly recommend.

Nov 05, 2024

Immediately entering the location there is a calming atmosphere which prepares you for the massage. The Massage Therapist was very respectful and wanted to know and paid attention to areas that I believe needed more attention.She also told me what she felt was best being that she was the SME. The hour went quickly because I was not tracking time, but I left knowing I had a great experience.

Nov 05, 2024

It is made almost impossible to cancel your membership. They will tell you at the front desk everything is completed and then a Mystery DocuSign was sent to you when it was never received. They try to do nothing to assist you with rectifying the situation, even if you moved out of the area and can no longer use the service. Highly recommend not signing up for the membership.

Oct 05, 2024

The massages were very relaxing. However, there business practices are questionable. I bought a membership for a friend and after her first visit she decided she didn’t care to continue and expressed this to the staff. Since the notification didn’t fall in the 30 day notification window I ended up paying for two more services and was assured by the staff those would be my last payments and her membership would be terminated. When I noticed this was the not the case I spoke with the manager and asked for a refund. Since the staff failed to provide the termination paperwork the manager denied the refund. Her solution was for my friend to pay for a session she didn’t want and then use that money to refund me. The customer should not have to pay the price for clerical errors.

Oct 05, 2024

This place is the worst. I did the 6 mnt promotion, and they didn't tell me whan my 7th treatment came, the price would double. I wasn't even aware this was my 7th treatment. They are just so money hungry, they don't tell you everything, and whan I canceled because I was dissatisfied, you'd think a reputable place would call to see what's the problem, but they did not, it's like they didn't even care that I canceled. They will be losing business, because I'm very well known in the community, and well shall I say more.

Sep 05, 2024

Absolutely had the BEST facial with Santi! I’ve had several facials in the past but nothing was like this one! I was close to falling asleep… AMAZING!

Sep 05, 2024

Great spot. Very professional & clean. I received my first professional massage here & will come back sooner than later. Highly HIGHLY recommend. Thank you, Hand & Stone.

Aug 05, 2024

I had an awesome massage therapist. She was phenomenal and I highly recommend Hand and Stone to everyone.

Jul 05, 2024

I went in for a consultation. Staff was sooo nice and professional. They answered all my questions. The place was BEAUTIFUL and quiet.

Jul 05, 2024

50+ years old and had my first ever facial! It was divine! I enjoyed it so much I signed up to be a member. Time to take care of me!

Jul 05, 2024

I have been a member at Hand and Stone for a couple of years now but I never felt compelled to write a review until today. I always book with Brittany for massages - she’s so enjoyable and I always feel very comfortable and relaxed. I never choose anyone in particular when booking my facials because I hadn’t found someone I truly had an all around fantastic experience with. But today I had the best facial I have ever had. Tara was incredibly polite and my skin looked and felt AMAZING - but even during the facial I just felt like she really took her time to give my my skin what it needed. I will definitely be booking with Tara from now on and will be coming more regularly.

Jul 05, 2024

I’ve been here about 3 times, each with a different person and each time was a great experience. Today I had (name redacted because I don’t wanna share) and it was the best massage I can remember. She’ll be my number one choice for next month for sure!

Jul 05, 2024

LaChanda is a great addition to the Hand and Stone Team! I booked an appointment with any female masseuse and I got paired with LaChanda on her first day. I'm a 40 year old active male who likes firm pressure and LaChanda definitely worked out all my kinks and knew the right pressure points to make this a great massage! I will certainly book LaChanda again!

May 05, 2024

I am a member and despite this being the closest location to me, I will NOT be returning after 2 back to back experiences. This location is poorly staffed and the staff I did encounter could use more training. Experience 1: Requested the quiet service and paid an upgrade for deep tissue. The therapist talked the entire time and expressed she doesn’t like getting deep tissue at the end of her shift because by then she is tired. Her conversation and being tired resulted in a poor massage experience. When I called to schedule my massage I told them I like deep pressure and that was when I was upsold to the deep tissue massage. Instead of complaining I thought I just won’t schedule with that therapist in the future and stick to Ron at Town Center versus trying anyone new and getting someone like I got at this location. Experience 2: walked in to inquire about rewards points because the app doesn’t allow you to use them when scheduling. The front desk informed me I had enough points for a facial or massage so requested the facial appointment. Day of the appointment there was 1 associate at the desk from regional. I waited to get checked in and when I was taken back for service the therapist said i had enough points to upgrade the facial so I agreed. The facial itself was fine but again had to wait to check out this time with a different associate. At this point it was me and another couple waiting to get checked out. I was told I had to pay $20 and when I asked for what, i was told for the upgrade. I explained the associate was the one that upsold me because I had enough points to cover it according to her. The front desk explained my points and made the excuse that the therapist probably didn’t know I had a Rewards Facial that was taking the remainder of my points. I stepped aside to let her help the customers behind me to not further delay their day. When the front desk got back to me she closed me out and I left without being charged. That evening I had my normal monthly credit massage at Town center. As always, a positive experience with the staff and Ron. At checkout I was told I had to pay $70 for the service and when I asked if they pulled my monthly fee to cover this credit that’s when they learned Landstown used my monthly credit AND rewards points for the facial upgrade. Leaving me with not enough points to cover my massage. They told me to call Landstown to sort out. Landstown did not answer any of my phone calls from 6-8pm that evening so I paid the $70 at town center and expressed how stressed out this experience left me when the purpose of both service was to relax and treat myself to much needed self-care. Town center manager fixed Landstown’s mistake and Landstown never bothered to call. I left them a voicemail explaining what happened and that I will take the 2 negative experiences as a lesson to not return to this location. You would think a manager would call and apologize but have not been called. I hope you have better experiences than me but my advice, go to Town center. They are better staffed and care more about the customer experience. 30mins after I left town center the front desk called me and assured me she spoke with her manager and it would get resolved in the morning since I signed up with their location they would take care of me. The next morning, the Town center manager called and confirmed she returned my points and now have enough for a massage or facial. That to me is superior customer service.

May 05, 2024

One of their massage therapists tried to solicit me to dog sit for them when they found out I was a dog groomer. I asked to not be with her again because that made me stressed out when I was trying to relax, and my very next massage they put me with her again. I also had another therapist give me an attitude because I wanted to add on cupping. Isn’t that more money for her???!! Why the attitude? Now I am having medical issues and can’t get massage and tried to cancel in person a few days ago and the receptionist gave me a hard time so I gave up, and now today I called to cancel and the receptionist gave me an attitude because her manager is off today and wanted to make it clear to me that SHE can’t do anything to help me, and she would add me to her manager’s VERY LONG list of things to do, and I asked why they can’t make it effective today, which I guess confused her?,so they put a regional manager on the phone who let me know that when you cancel with them they will deduct from your account one more time no matter how much advance notice you give them. They just deducted from my account for April 5 days ago! I won’t even be able to use any of these credits and they are like “get a facial with it”. Their facials are not good at all, I had one before and was not impressed at all, so this is very frustrating to me.

Apr 05, 2024

Always good service no matter the technician. Polite, friendly. Highly recommend.

Apr 05, 2024

Hands down this is the best place to get a massage! The front desk crew is very welcoming and friendly. The massage therapists are the best I've had. Give it a try, you won't be disappointed!

Apr 05, 2024

I am so upset! We are here at the location for my mom birthday massage at 7 and they are telling us they don’t have anyone!? Why didn’t they called us! I need a manager to call me asap! This is ridiculous! I know things happen! But why didn’t u called us! I had many massage at different location in the Hampton area. This Hand and Stone is super clean, and the moment you walk into the back it smell nice. It was very warm and inviting. Judy who took care of me was amazing! I wanted to fall a sleep but I had to much going on in my mind. Anyway I knew this would be my go to now for all my healing and relaxing needs. All the staff was super friendly I believed the owner took care of me when I checked out and she was so full of life. Purchased me a membership after this massage. ❤️❤️Totally recommend if you want an awesome experience. Price is like everywhere else but I find it to be more fair since is close to home I’m not driving far. Non membership prices is like everyone else. Membership price is fair no Groupon needed. No hoops to jump through.

Apr 05, 2024

Poor communication. I tried to cancel my membership and they sent over a "freeze form" instead. When I realized months later I called to "cancel" my subscrition again. I was told they would work on trying to refund some of my monthly membership that I was not using and have not used for some time. I was very nice and understanding on the phone and in all my communications and took responsibility for signing the "freeze" form but asked if they could work with me. It took almost a week for a manager to get back to me on my orginial request and now has been close to a month with no communication or update.

Mar 05, 2024

Had a facial with AliCia and loved it!! Upgraded to the cryo facial and couldn’t be happier. It was nice having someone that understands the skin care needs at this point in my life!

Mar 05, 2024

I don’t recommend someone to buy a gift card from there , it’s so hard and difficult to make appointments I try to book beginning of January until now I still can’t get in ! No matter what they not answer the phone, please don’t buy a gift card from them just throw your money to the window

Mar 05, 2024

I had a great first-time facial experience with Ellie today. My skin looks great and she was very friendly and professional. The ladies at the counter are very welcoming. All in all, it was a great experience.

Mar 05, 2024

It was a Sunday afternoon and I'm a first time customer. I actually showed up super early but they couldn't accommodate me and they sent me away (ok, that's fair), the girl at the front told me if I leave and stay in the area, there's lots to do in the shopping center. Nothing else was mentioned about the appointment or appointment time. So I leave, and I try to kill the time. I rush back 15 minutes past my appointment time. Mind you, nobody ever texted or call me to check on me or see if I was still coming, to see if there was a problem etc. I'm NOT greeted cheerfully by the staff. In fact, I HAVE TO GREET them first. There was a different girl now at the front. She was very inexperienced and she told me I'd have to incur a fee at this point because I'm past the allotted time, or I'd have to reschedule for another day. I told her I will not reschedule because I drove 45 minutes to be here today. I told her have no desire to reschedule after getting treated this way and I'm not paying any fees. Moral of story. I needed a facial and didn't get one. No facial, no respect, no courtesy, poor business practices for treating a first time customer like this. Just because it's a late Sunday afternoon and everyone is going home does not mean you can be so uncourteous. That's not my problem. I agree that I walked in a bit late but there was so much more which could have been done to salvage this. I was looking for a new, regular facial spot and I could have brought you more customers. But that won't be happening. Thanks and no thanks. Never coming back again.

Mar 05, 2024

My husband and I always go here for our massages, we are even members! We have been calling the store for now 2 days to try and book an appointment and no one has answered our calls or called us back after we left a voicemail. I am so disappointed in this locations customer service. I guess we’ll have to find a different place.

Feb 05, 2024

I had a great experience with Hand and Stone! The check in was friendly, organized, and fast. The lovely young lady who completed my facial was fantastic and quiet (I requested this) and made the whole process easy and perfect. She greeted me as I opened the door, post facial, with a cold glass of water. Thank you to the whole team.

Feb 05, 2024

I had a very good experience at Hand & Stone. Staff was very polite and welcoming.