Hand & Stone Massage and Facial Spa

As a brand new mom, I was gifted an appointment at Hand & Stone for relaxation. Unfortunately, the experience was anything but. My babysitter fell through the morning of my appointment. I called immediately to reschedule, not cancel, and was still charged 50% of the service. While I understand that was their policy, I work in the beauty industry, and this lack of flexibility and compassion is unacceptable. Charging a postpartum client half the cost for a service they never received is unprofessional and disappointing. This felt corporate, rigid, and completely out of touch with real life. I won’t be coming here they lost a potential client from their poor customer service.

First time here. It was a below average massage. The therapist did not pay attention to the level of pressure requested, did not pay attention to the areas requested be focused on, in fact one was never worked on at all. Came because of a gift certificate and will not return. Do not recommend.

I was given a gift card for Christmas 2024 and tried to use it December 5 2025 and was informed it expired on November 26 2025. I did not have the purchase date since it was a gift. They would not extend the card for the few days after expiration. Lacking in customer service. Just lost a future customer and possibly more.

I had a deep tissue massage today with Alicia. I have nothing but great things to say about her. She was very friendly, personable, and respectable and she gave me the best massage I’ve ever had. I have never felt so relaxed, my body needed it. She was great I’d recommend her to anyone who books an appointment with her

Do NOT buy a package or giftcard. This post is strictly about the incompetence of the front of the house staff and business nothing against the massage therapists. When I first decided to take a package, I was charged three times which fine. I understand mistakes happen, but had to go back-and-forth several times to deal with that. Then upon booking my first massage, I was charged the regular rate not the membership rate. Once again can totally overlook mistakes happen. I specifically asked if I could transfer one of my monthly massages to be used as a gift card and should I ever cancel would this still be considered a gift card and be able to be used. The answer I was given was of course this is essentially the same thing as a gift card and it will be treated as such even if membership