Hand & Stone

I received a gift card for a Serenity Package (massage and facial) at Hand & Stone. Booking online was easy, and I appreciate being able to complete all the check-in forms online and in advance. I was greeted by Gabi, who was welcoming and friendly. She made sure all my forms were complete and that I understood how my visit would flow. Then I had an amazing massage by Cameron. She worked on the areas I requested and made sure I was comfortable with the pressure she was using. It took a concerted effort to stay awake. :-) And then I had a spectacular facial by Jenna. She was gentle with my skin and gave a wonderful neck massage. It was a truly fabulous experience.

I recently booked a couples massage at Hand and Stone, and had a mixed experience. My massage was disappointing. I specifically requested focus on my neck, shoulders, and back (both in the form and verbally), but she spent more than half of the time on my legs instead. Additionally, when she was massaging my back/neck/shoulders, I asked for more pressure, but she did not respond. Instead, she moved to my legs and suddenly applied very deep pressure with no warning. When I winced in pain, she said, “Well, you said you wanted more pressure.” I had meant more pressure on my back/neck/shoulders, where she had been working when I made the request. She then told me she would not give me a deep tissue massage on my back with no details as to why, which was frustrating because that was the area I wanted to focus on. I get massages often and have never had issues communicating my pressure preferences with a massage therapist before. I work at a desk so my neck and shoulders need the extra pressure. Laura’s lack of response or reasoning was extremely frustrating, making it difficult to relax or enjoy the experience. On the other hand, my boyfriend’s massage with Crystal was fantastic. He said she was attentive, skilled, and ensured he was comfortable the entire time. He had a great experience. Overall, the experience was inconsistent. A massage should be tailored to the client’s needs, and unfortunately, mine was not.

I had an incredible experience at Hand & Stone Massage and Facial Spa! Cecil, the masseuse who attended to me, was exceptionally professional and attentive to my specific issues. Without me having to mention them, he addressed all the pain points I was experiencing. This was hands down the best massage I've ever received. Cecil's passion and dedication to his work were evident, and his customer service was top-notch. I also want to express my gratitude to Mya and Brianna at the front desk (apologies if I got the names wrong) for their warm greetings and excellent customer service from start to finish. I was so impressed with my experience that I immediately booked another appointment and signed up for a membership. Self-care and outstanding customer service always have a special place in my heart. Thank you all for your professionalism and exceptional service!

Jenna is the best! I have been seeing her for over a year, and the facial service she provides is exceptional! I refuse to go any where else! She's amazing!!

Walked in and was welcomed with a chocolate covered strawberry & water. Very kind staff. Very clean! I also had the BEST massage thearapist, Natalia.She hit every pressure point! I have been in so much pain for so long. She got all the knots that i have had that have bothered me for months. Thank you sooo much!!! Kuddos to not only to this place for being so great, but to her for being great at what she does. I highly recommend her if you need to get some good knots out for sure. 😊

Only giving a two star review because the massage itself was great, however, the payment experience was anything but acceptable. Before booking my appointment, I called the location to make sure they accepted the gift card I would be using and was told they would take it. Upon arriving and completing my massage, I was told they do not accept my gift card and there's nothing they could do about being told otherwise prior to booking. I would've never booked a couples massage for nearly $300 if I had known they wouldn't accept gift cards.

I have been a member for almost a year, my sister bought me a massage for Christmas and I started it then. A few things have annoyed me over the time including when it was originally called an hour massage but was barely 50 minutes. And now the price increase to $80. I was considering canceling my membership due to the price increase because I didn’t feel like it was worth the $80 but was choosing to hold on until after the holidays. On 10/6 I went for my massage and afterwards asked the woman at the desk if we could put my account on the 3 month suspension due to vacation and Christmas coming soon. She said it was no problem and that it would start again 1/17/25. On 10/20 I get a phone call saying that my payment didn’t go through. When I told her that it should have been suspended she told me she wasn’t sure why it hadn’t been but she could suspend it now, but we have to sort out the payment first. When I asked for clarification she said that they have to charge my account for the $80 before suspending it because the system wouldn’t allow them to. I expressed my frustration because I didn’t budget for this and I purposely suspended my account for a reason. She placed me on hold for 5 minutes, came back and said that she will talk to the manager but there was no guarantee that they could push it back. I informed her that if that was the case then I was going to cancel my membership. She calls a few hours later and the first thing she said is that I will get a free aroma therapy upgrade due to this confusion. I asked what was going to happen with my membership and she said unfortunately they would need to take the $80 today before suspending my account. I told her to go ahead and cancel it because as I told her I didn’t have the $80 because this shouldn’t have even happened if your employees would have done their jobs. She tells me that she can cancel it but to understand that when I come in I would be charged the normal price…I let her know that I had no intentions of coming back. Not even a minute later I get another phone call from a lead who informs me that she overheard the confusion and was able to suspend my account and push the payment…wasn’t that what the original girl was asking in the first place? Why did it take me finally getting upset before this was handled correctly? She then seemed to want to be praised, asking if that worked for me, and didn’t seem to like my answer of “I guess we’ll see in January.” It sucks because I did like Billy and Noelle but the front desk and management ruins it. I am usually not a “Karen” but this was $80 that I didn’t budget for because I put my account on suspension before the payment was due and basically was told too bad too sad give us your money. I honestly don’t believe the girl I spoke to actually went to management or maybe they thought I would have just laughed it off once told sucks to suck pay us the money? I am not sure if I will continue my membership come January, and I definitely am not recommending them to anyone else.

I was so excited to try Hand and Stone. Unfortunately, the evening before my scheduled massage, I got a call cancelling my appointment. I work in customer service. You never get a second chance to make a first impression.