Hand and Stone Massage and Facial Spa

I always have a positive experience at Hand and Stone. The staff are friendly and professional and the space itself is very welcoming. I’ve used Hand and Stone for facials, microdermabrasion, and massages, and always leave feeling rejuvenated. The monthly membership program is great for frequent visitors, or someone like me who enjoys getting one service per month with a discount. As far as I can tell they do not try to lock you into any contracts and the services are reasonably priced. Do be prepared for the staff to pitch you on their products / promotions / etc. but that’s typical of any spa. I’ve spent just over half a year as a patron and intend to continue!

I had deep massage treatment about a week ago . The massage therapist was professional, and pleasant . Comparing to other massages I had in the past I felt that she could use more pressure in the tight regions and more technique variety . Also , most places are giving 60 min massage and here the hour is shortened to 50 min which does make a difference !nThe front desk service is pleasant and professional . However I had an issue that is still ongoing and was not resolved to my satisfaction in spite of explaining it in detail to a few people at the front desk . This is disappointing. I would expect a follow up and assurance that the issue I raised would be resolved to my satisfaction. . Instead , it wasn’t . I was promised a follow up by phone and by email but neither have happened . I made my request 5 days ago snd till this day the issue which is very simple still has not been resolved and there was no follow up on behalf of Customer Service/front desk . As I said ; disappointing.

UPDATE: I was contacted by a customer service manager and offered a $25 credit. I appreciate the offer and hope that they will continue to strive for better communication with customers.nnI had a facial & massage scheduled (my first ever spa day!) and they were both rescheduled for various reasons by H&S at LEAST 3 times with little regard for my time. One of the rescheduled visits came just an hour before my appointment and the other was not communicated until 1 hour AFTER my appointment was to begin. I have left a few voice messages without a return call from H&S. So frustrated with their service and lack of respect for me as a customer. I did end up getting my massage and it was alright. Relaxing and clean environment. But the amount of hassle it took just to get to my appointment was beyond frustrating.

I have been to the Hand and Stone massage 8 times. I had 5 appointments with Kim S and 3 with other therapists.nnThe 5 star rating is strictly related Kim S! Kim is fabulous!nnHonestly, I have been reluctant to leave this review because she is already so difficult to get an appointment with. However, she does deserve the praise.nnI have had neck and shoulder issues for 6 months. Appointments with Kim and my doctor have really started to make a difference.nnShe applies the appropriate amount of pressure based on our discussions. She focuses on a area without overdoing that area. She has that rare ability to find sore spots you didn’t even know were there.nnRegarding my other three appointments, they weren’t bad. However, they weren’t to the same level or frankly even close to Kim. I believe it would add value to have the therapists review techniques together. I’d love to know if Kim was busy that I’d get the same amazing service.nnMy one recommendation for the facility is that they improve their sound system. It sounds like the speakers have poor connections. The speakers crackle and make noise while I’m getting my massage it isn’t horrible. Although, it is annoying. Maybe even try changing the cd.nnWith exception to the sound system, the facility is very nice. Appears to be very clean and has a great atmosphere. I like that every visits ends with a hot towel.nnAlso, the receptionists have been friendly and helpful every time I have been. They have a monthly package but their wasn’t any sales pressure. I did sign up for it. It is a good deal if you go regularly. The visits are costly and the monthly package makes them more affordable.nnAs long as I am able to continue booking appointments with Kim S., I will maintain it.

THREE times they have not had my appointment in their system.nnA few years ago, my husband bought me a gift card to Hand & Stone for Christmas, as I love massages and it's super close to our house. When I arrive, they say that they don't have my appointment in their system. This is a huge bummer because I'm a mom with little kids. I had hired a babysitter, who I still had to pay, of course, even though I ended up just going right back home.nnI didn't want my husband to feel bad, so I didn't mention what happened. He bought me another Hand & Stone gift card the next Christmas. The same thing happens again?!! The store manager was extremely apologetic. He gave me a free facial and gift bag of nice skincare products.nnFast forward a couple of years. I had vowed to never go back, but there was a weekend I was really in need of a massage, and they were the only place in town that had availability. I booked with Daniel, and he was great. I figure surely they've worked out their booking snafus by now. I WANT Hand & Stone to be good now. They're super close to my house, they have late hours, I NEED them to be good now. So I book a monthly membership. I had one more massage after that, no problem, and I book another for the following month, which was tonight. I have been looking forward to it all month. I show up tonight and..... surprise! My appointment isn't in the system.nnSo I'm home and disappointed. If you can get it together, Hand & Stone, I'd be a customer for life! I've bought monthly massages for the past several years. I've been looking for a place that has both consistent quality and late hours, and I haven't found it yet. Let me know if you can figure it out.