Reviews
Shana M.
I just had the best massage ever!!! Erin, who works Wednesday through Saturday , was ABSOLUTELY AMAZING! OUTSTANDING! SUPERIOR!!! The pressure was relaxing yet firm. Every single area got equal attention and it was thorough. I could go on and on! I couldn’t wait to leave this review so others could know and experience the same ????
Valerie L.
I’ve been a member at this location for over 8 years. I have always come strictly for the massage but decided to treat myself this past weekend with a facial too. Massage was great as always but my facial was disappointing to say the least. My appointment started late despite being there for a massage already. The aesthetician asked me to move out of the room to set up then called me back to the same room 12 minutes later as she was ready. She never told me her name or asked me if I was comfortable. She said “I’m going to give you just a regular hydrating facial” and I agreed. Her technique was good but she kept sighing during the appointment and completely skipped the mini massage that I’m accustomed to. At checkout I found that I owed $30 for the “upgrade” during my facial. This was the first time I was told of said up charge. I come to this place to relax. This is why I pay a monthly membership. I understand that this branch has new ownership - and it shows. Poor customer service.
Shana M.
I just had the best massage ever!!! Erin, who works Wednesday through Saturday , was ABSOLUTELY AMAZING! OUTSTANDING! SUPERIOR!!! The pressure was relaxing yet firm. Every single area got equal attention and it was thorough. I could go on and on! I couldn’t wait to leave this review so others could know and experience the same ????
Valerie L.
I’ve been a member at this location for over 8 years. I have always come strictly for the massage but decided to treat myself this past weekend with a facial too. Massage was great as always but my facial was disappointing to say the least. My appointment started late despite being there for a massage already. The aesthetician asked me to move out of the room to set up then called me back to the same room 12 minutes later as she was ready. She never told me her name or asked me if I was comfortable. She said “I’m going to give you just a regular hydrating facial” and I agreed. Her technique was good but she kept sighing during the appointment and completely skipped the mini massage that I’m accustomed to. At checkout I found that I owed $30 for the “upgrade” during my facial. This was the first time I was told of said up charge. I come to this place to relax. This is why I pay a monthly membership. I understand that this branch has new ownership - and it shows. Poor customer service.
MC H.
A week ago I had a facial appointment . It was past the time, I asked the front desk if they’re ready for my appointment. They said that it would be soon. 20mins later, I was still waiting. Finally I asked them if they’re ready. They said that whoever was providing the service was sick and asked if I want to reschedule. WOW! I asked them why they didn’t say something earlier. They said they were getting the equipment ready earlier. ? I didn’t get it. They have the no show policy. I wonder what the no show policy says if they are no-show.
Kanisha S.
Visited this place today for a birthday surprise from my partner to me. I am also 9 months pregnant. It was a very dull and dissatisfying experience. Though I paid for an hour massage, my appointment started 7 minutes late and ended 12 minutes early. The massage tech talked for the first 15 minutes of my appointment despite me sending obvious cues that I didn't wish to continue talking.. so it took about 30 minutes for me to get somewhat relaxed. The massage itself was also very rushed, aggressive, and demonstrated no real technique. I left with the same pains I arrived with and feel like I essentially paid to be aggressively rubbed and no real work was done. I shared my unpleasant feedback with the front desk and the response was just “oh”.. no attempt to resolve or further questions asked so I regret choosing to spend my birthday here and I’m very glad I didn’t book the facial because I’d rather spend my funds elsewhere. There was also a miscommunication on what I’d be charged as when I called to book my appointment one price was shared and upon arrival it was a different price. I did really enjoy the coconut water and the environment itself was clean and peaceful in a good location.
Kyle C.
I have been seeing Nick the last couple of months. I had a dual organ transplant about 2 1/2 mos ago so I was a little apprehensive about going in for a massage. Nick’s skill set is phenomenal and he has really helped relieve some neck and shoulder pain I was experiencing. I highly recommend Nick if you are looking for a deep tissue or a massage with medium-firm pressure. Kyle
Donna C.
I have never received such an amazing massage before! If you attend this location, ask for Sara! She is awesome!
Jennifer
BEWARE OF THIS LOCATION. I had an appointment here 12/13/23 at 9 am. I initially booked an appointment with Jasmine 12/14/23 at 2 pm but had to reschedule to 12/13 due to a scheduling conflict. I am an out of state client and booked based on reviews. The new appointment on 12/13 was booked by the receptionist who suggested the massage therapist, Sarah to me. I walked in and was greeted and provided with scents to choose from as I had booked an hour and a half massage that included a foot treatment and hot stone massage. I was then introduced to Sarah who I could see upon introduction was visually impaired. We greeted each other and I went back with her to the massage room. Inside the massage room, Sarah did various things that demonstrated she was unable to see to perform certain tasks. For example, she asked me to adjust the setting for the table warmer, which was a numbered setting and I wasn’t sure how high to increase the number that would correlate with the temperature. I asked her this and she stated to increase it to “7.” I asked her if she was unable to see the table warmer setting and she replied that she was unable to see it because it was “a digital number”. I later stated that I would be uncomfortable starting the massage if she was unable to see certain things in the room, including if I needed the table warmer setting adjusted as well as the hot stones (which was my primary concern) during the session. I didn’t want to accidentally be burned. Sarah then led me back to the front since I had expressed my concerns and as we are walking back, I witnessed her almost walk into a wall in the hallway in which I had to call her name and redirect her away from the wall to avoid her hitting her head. This was also very alarming. I explained this to the front desk staff, a woman named Stephanie and she continued to try and convince me that “Sarah had good reviews and was a good therapist there.” I continued to state I was uncomfortable as she had displayed difficulty seeing. I then asked to rebook with someone else available. She told me that they had a 10 am appointment with Mike. I then stated that my preference was a female massage therapist. She proceeded to offer me an appointment at 2 pm the following day which was with Jasmine, (which I already stated I was unable to do) and offered me a 2 pm appointment that day. It was 9 am and I had already paid for parking, I excused myself to my car to make a call, stating that I would return. I returned back into the location about 5-10 min later and Michael the “assistant director” (per his statement) stated that he was told by his employees that I stated I did not want a disabled person and that they do not allow that at Hand & Stone and I was “banned from all locations.” I never stated this at all He proceeded to yell at me and did not allow me to respond stating, “Please leave before I call the police.” I have been a member of Hand & Stone for over a decade and have never had such an appalling and terrible experience. Michael “the assistant director” was extremely rude and unprofessional and tried to imply that I was discriminating against “a disabled person.” If that were true, I would have never followed Sarah back to the massage room in the first place because from the beginning it was obvious she was visually impaired. It was ridiculous and insulting for him to have insinuated that. Michael then made an unauthorized charge on my card and stated it was a cancellation fee and utilized 1 of my membership packages for a service I never even received from that location. I have a right to choose who massages my body and it is based on preference and who can perform the massage effectively. For example, selecting a female therapist vs. a male should not be considered gender discrimination. I will be reporting this entire incident to the Hand & Stone Corporate office.
Tamara S.
Received a couples massage for Christmas last year and finally able to take advantage. However, we were both extremely disappointed with the massages we received. Customer service was great and interaction with our massage therapists was good; but we were there for the massage and it was severely lacking. Unable to distinguish between medium and firm even with direction. Hands appeared to just roam. Difficulty managing time resulting in an abrupt end and limited time on final limb.
Jazmin T.
I live right across the street from here and was hoping to find my go to place, but that wasn’t the case. The front staff was welcoming, but my masseuse, Kimya rushed the massage, when asking for preferences, she responded very short with me and in some respects seemed rather annoyed. Unfortunately it was the opposite of the relaxing experience I was hoping for.
Gervais E.
They charge you for 50 minutes (this is also how long the massage is), not the traditional 60 minutes. They will try to get you to sign up for the packages and recurring program, but don't if you can't guarantee a regularly scheduled visit as there are a lot of rules in the fine print.
Lyric
I have been coming to this Spa for years now. Krystal does an amazing job at caring for my skin and overall well-being. She is extremely personable and aims to create a safe and friendly space during your service. Her knowledge and wisdom in this industry definitely shows in her work. I HIGHLY recommend her for your esthetic needs as she takes care of me, my mother, and friends!
Hasani M.
Kimya did an awesome job.
Tammy K.
This was the absolute worse facial I have ever had. The technician placed one kind of cream after another all in my hair. I had to go straight home grease was just thick in my hair. Most horrible experience. My face didn't feel any different except for gobs of grease on it. Scarry facial
Alissa N.
The quality shows as you walk in with an elegant atmosphere and a wonderful smell that they change seasonally. The front desk staff and the manager came up with a great solution to a challenge that I had. Atmosphere and professionalism is first rate.
Joce V.
This was my first time visiting this company, the atmosphere is calming. However, I was cut short of my massage. I came for an hour massage; but was only given 45 minutes. We began at exactly 9:03 and at 9:48 it was over. The young lady, Kimya who massaged was nice, and gave small talk (advice). I didn't feel the need to tip her, but did anyway. The massage was a 5 out of 10. Because I love massages so much I'll be coming back, just not at this location.
Carrie M.
I’ve received many massages and I can confidently say Jasmine gave me the best one. She found my knots, focused on my issue areas, massaged along the anatomy of the muscles instead of over them, and applied the pressure I needed. She was absolutely amazing!
Greg A.
Cancelled my membership, read on to see why. They increased my monthly membership fee, claiming it was corporate, but other Hand and Stone facilities in the area have not raised there rate so that's a lie. I have a couple of friends still paying the lower rate. They add charges without notifying you. I've been a member for over a year and the new owners are adding charges. $10 transfer fee, $10 to use the couples room and the Tippy system charges to leave a tip. If you're not a member, don't sign up. The $10 room fee was added after our massage, not informed until I saw the double fee on the card. They raised my locked in contract rate of $69 per month to $79. Bye!
Andrea R.
I have been coming here since the Rice Village location opened in 2013. Love the staff and the location and the massage therapists. I have my 3 or 4 favorites, but they are all so talented that I’ll book with any of them if my faves are not available. Not only are massages a luxury, but as I’ve gotten older I have learned to appreciate how they also help with my aching muscles, injuries and flushing toxins out of my body. Won’t go anywhere else. They have become family and I love walking in the door every time! It’s my happy place.
Botros R.
Excellent
Nguyen P.
Updated review: I came back for a facial and this experience was by far way better than the previous times I went. The front desk girls were nice, friendly and professional. The management here is stellar and goes out of their way to please customers. This is a great location tucked away in quaint area of rice village and wishing them many years success! Past review: I’ve gone twice now for a facial months apart and I’ve encountered the same unfriendly, rude front desk female staff wearing glasses by the name of Camilla. I was hoping she would’ve quit since the first time I came in considering I came in months apart. I swear she may be allergic to smiling and treats customers like they’re annoying her. I do not know why she is still employed here considering this is a business (massage/facials) that is catered to customers who want a relaxing and enjoyable experience . If that is the case, she definitely does not start off their massage/facial experience with a relaxing or enjoyable experience. From my experience of working in a business with front desk staff, I’ve seen first hand how the front desk staff that answer the phone and greets customers can literally make or break your business. As far as the facial goes, it’s pretty standard. I don’t love it nor do I dislike it. I would go again but I hope the next time they have different front desk staff working that’s more friendly and not so rude.
Ryan G.
the staff here is always friendly, I usually go in day-of with whoever is available, and have never once had an unpleasant experience. the rooms have adjustable temperature and sound (they play light meditative music) and warm sheets for the massage table.
a.
Updated Review: The general manager contacted me directly to understand and mediate this misunderstanding in the most caring and gentle way. Miss Emily, you are an Angel. Thank you so much for taking the time to understand the situation and handling this appropriately. ???? Original review: My service provider was awesome and in no way is this a review on her end, but a reflection of the front desk AND ASST. MANAGERS. I came in for a birthday facial, and booked a dermal infusion facial over the phone. I’ve only ever had one years ago as a member, so I don’t know what the exact structure is/protocol is for pricing. When I checked in I made sure to mention “hi I saw online that the dermal infusion is $100 wether I’m a member or not, so thats the price for my facial today, right?” front desk lady: “yes mamm that’s correct.” As I get my facial done, at check out I was surprised that the service came to $239! (Which is a BIG SHOCK when the customer comes into this thinking it’s only $100. The communication is obviously lacking and anyone with common sense would know to explain pricing if a client was saying their facial is only $100 and you know damn well that the service is double than that amount. When I spoke to the assistant manager she seemed like she didn’t care and like I was bothering her with having a problem with it WHEN HER STAFF WAS THE ONE THAT DIDNT EVEN DISCLOSE PRICING PROPERLY. Even after calling the customer service line they said “the managers should have done better than saying “we can refund $50 if you sign up for a Membership at $79.99 a month”…and let’s do some simple addition on that… 239-50= 189…. 189+79.99= $268.99….SO YOU WANT ME TO PAY EVEN MORE TO RECIEVE ONLY $50 off? HOW DOES THAT MAKE SENSE? -PLEASE avoid this location and use any other one beside this. The staff and management think it’s okay to bait and switch prices and take advantage of people who come here without knowledge of how spas work. Why was I not corrected when I first came in and confirmed the price? Why was this not disclosed? Why couldn’t the assistant manager stop trying to be argumentative and just accept the fact that I wasn’t told properly when I first came in? Just accept the fact that your front desk messed up on communication and give me a refund? I stead they were just combative and ruined the entire experience.
Ana
Updated Review: The general manager contacted me directly to understand and mediate this misunderstanding in the most caring and gentle way. Miss Emily, you are an Angel. Thank you so much for taking the time to understand the situation and handling this appropriately. ???? Original review: My service provider was awesome and in no way is this a review on her end, but a reflection of the front desk AND ASST. MANAGERS. I came in for a birthday facial, and booked a dermal infusion facial over the phone. I’ve only ever had one years ago as a member, so I don’t know what the exact structure is/protocol is for pricing. When I checked in I made sure to mention “hi I saw online that the dermal infusion is $100 wether I’m a member or not, so thats the price for my facial today, right?” front desk lady: “yes mamm that’s correct.” As I get my facial done, at check out I was surprised that the service came to $239! (Which is a BIG SHOCK when the customer comes into this thinking it’s only $100. The communication is obviously lacking and anyone with common sense would know to explain pricing if a client was saying their facial is only $100 and you know damn well that the service is double than that amount. When I spoke to the assistant manager she seemed like she didn’t care and like I was bothering her with having a problem with it WHEN HER STAFF WAS THE ONE THAT DIDNT EVEN DISCLOSE PRICING PROPERLY. Even after calling the customer service line they said “the managers should have done better than saying “we can refund $50 if you sign up for a Membership at $79.99 a month”…and let’s do some simple addition on that… 239-50= 189…. 189+79.99= $268.99….SO YOU WANT ME TO PAY EVEN MORE TO RECIEVE ONLY $50 off? HOW DOES THAT MAKE SENSE? -PLEASE avoid this location and use any other one beside this. The staff and management think it’s okay to bait and switch prices and take advantage of people who come here without knowledge of how spas work. Why was I not corrected when I first came in and confirmed the price? Why was this not disclosed? Why couldn’t the assistant manager stop trying to be argumentative and just accept the fact that I wasn’t told properly when I first came in? Just accept the fact that your front desk messed up on communication and give me a refund? I stead they were just combative and ruined the entire experience.
Bri R.
I had a phenomenal hot stone massage from Jasmine. It was one of the most relaxing experiences of my life. I would absolutely return.
Courtney C.
It’s always so relaxing when you walk in. Liz is the best masseuse! It’s very clean and professional.
Francesca V.
Never have availability for massages.
Amanda W.
Genuinely one of the worst massages I have ever gotten. I also paid for an upgrade for my feet, but that only took time away from the actual massage - paying extra didn't mean that I got extra time for my feet, just that the massage therapist used the massage time to wrap my feet in hot towels. Waste of money, will never go back.
Ayesha A.
The best massage treatment I have experienced. Today I am a very happy and relaxing and friendly atmosphere. Really enjoyable experience, I cannot thank you enough for today. I thought I will never find a therapist that will help me with my mussels tension. It was amazing, I felt better and will definitely come back. Thank you again.
Lakeisha W.
I am a consistent client of Mr. Emery and let me just say this man is truly gifted with his skills. I come in broken and beat up from my demanding life and job and he literally helps me decompress so I can get back up and start all over again. Every time I come I am thankful of his skills. He is also just a kind human and in these days and times I am so grateful to be aligned with people like him. Mr. Emery you deserve all the praise for your work ethic and service skills. I look forward to my next appointment! Massage Fav: Deep Tissue add Salt Stones and CBD Oil!
Tiffany G.
Always a great experience coming here, I get monthly massages with April. Very professional, friendly and warm environment here.
Kathleen H. T.
Hand and Stone does a great facial! Visit Natalya at Rice Village location or Tatiana at Voss location for an exceptional facial that is relaxing and professional. I love to add their microdemobrasion extra for a very clean face. I'm not crazy about their massages (a revolving door of masseuses makes it difficult to find a reliably good massage) but the facials make it worth the membership.
Adrienne M.
Just recently started getting massages here for the first time after Covid started and they are fantastic as well as competitively priced with places like Massage Heights. They are more focused on the health benefits of massage and I feel safe getting massages here even being immunocompromised.
Kim Y.
I was not going to make it in time for my appointment. When I was canceling, I was never told about about the policy a 24 hr cancellation policy. I’ve canceled within 24 hours twice before and never been charged. So half of my payment went towards them but why should it if I didn’t even get a massage.
Adeaner M.
Oh my goodness there are not enough words to express my love for Hand and Stone. This location always take care of me. When I step in the door I'm always greeted with a smile and they make me feel like royalty and a vip client. My massage therapist Mike V. always gives me exactly the type of treatment and relief my muscles need. Everyone is so pleasant and professional and I truly feel like family. Hand and Stone Kelvin location I truly love you guys. Yall it's the Hand and Stone for me!!
Erica P.
Ashley is the best. The staff is super friendly and accommodating, and the atmosphere is so relaxing.
Sandra M.
I love coming to this location. It very busy so you would need to call in advance. But it’s worth it. They’re very nice.
Aimee W.
I didn't actually end up going there I tried calling and getting some information and just didn't feel comfortable just from talking to the person
Mel S.
Great message. Friendly staff.
Tanya D.
Great!
Crichelle S.
I had a 2hr massage with Nick and it was amazing. He's very knowledgeable about mobility and told me was I can stretch at home. Highly recommend ????
J C.
Excellent lymphatic facial massage as well done as post surgical ones. Well done, Crichelle
Beth H.
The massages we received were good. My review is for the policies of the subscription service. If you cannot use all of your massages in the time allotted, no refunds are available, nor gift card options.As busy healthcare professionals, we were not able to go regularly and the subscription withdrew monthly. I asked for cancellation and an option to transfer the services to a gift card for a friend (since they're already paid for) but this is not an option in their current business model. If the account holder cannot use them within the specified time frame, they go unused but paid for regardless. Unless you're going to specifically go each month, I'd strongly recommend paying as you go because otherwise you'll be out of luck and out of $$ by their current policies. Requiring payment for services not received is the business model otherwise. Had this been revealed by the staff at the time of registering, we could have and would have avoided it. Will not be using this company again, and will send my patients who ask about this service elsewhere.
Insiya B.
Had a facial with Megan! She was so awesome and incredibly sweet! Megan was extremely knowledgeable and knew exactly how to make me feel comfortable. 100% going back to see her!
Quinesha
This is an edit to a prior review left. When I came to this location a few years ago, I left 5 stars. Today, I am updating it to a below average experience. I received MULTIPLE promotional emails that advertised a "re-introductory" price for a basic massage or facial. I'm aware that I'm not a new customer, so I wouldn't qualify for the introductory rate, however, the promo email indicated that I would be offered that deal. At the end of my service the receptionist tried to not honor that deal, and I found it very frustrating that I had to keep explaining why I was being charged the wrong price (even after showing her the email). Secondly, I was charged to leave a tip via credit card. If theres a convenience fee for the tipping service I feel the business should absorb that cost. The massage itself was great, but I question the time. We started at 9:06 and ended at 9:54. I was under the impression that the entire service was supposed to be an hour. Last, the hot towels used during the service were cold/lukewarm at best. I'd love to give them another chance because love the location. Hopefully things get better and they implement the feedback being left in these reviews!
Laura R.
(Translated by Google) Love the massage! Jordan is great and super friendly. I recommend it 100% (Original) Ame el masaje! Jordan es excelente y súper amable. Lo recomiendo 100%
William B.
Had a great experience, one of the best Massage I have ever hand. Ask for Jared a true professional.
Troy S.
Great ambience entering. Great people. Great service.
Theresa L.
Chrystal was great for a facial! My skin feels brand new!
Jasmine B.
I love this place! I come to get a massage and facial monthly!
Ryan G.
As a lifter who frequently gets tight muscles, I can certify that their masseuses are efficient and effective!
Morgan Stephens R.
This location does a great job! I’ve been a few times and always have the same high level of service. Highly recommend!
Dillin Norris (.
Great service, Nick was Awesome left feeling relaxed and refreshed Highly recommend.
Latoya S.
I’ve been coming to this location for years. So personal & very pleasant. Clean, serene environment.
Neyda
When i got there the place super nice, smelled nice, and it felt really cozy. I felt very comfortable immediately. I was greeted by Arielle at the door is also very sweet and helped me out. My masseuse was Rebecca who did a spectacular job. Loved my session with her. Will be going again soon.
Neyda S.
When i got there the place super nice, smelled nice, and it felt really cozy. I felt very comfortable immediately. I was greeted by Arielle at the door is also very sweet and helped me out. My masseuse was Rebecca who did a spectacular job. Loved my session with her. Will be going again soon.
Tosha D.
I always have the best massages and facials here. Krystal and Liz are my go-to’s! Professional and kind.
Stefanie B.
I had a great experience here. I had a sports related injury and needed a deep tissue massage. The atmosphere was very relaxing and Liz did an excellent job. Really stretched my muscle out and I left feeling great. Thank You!
Anthony G.
Great experience the moment I walked in. The staff was very friendly and made the check in process very smooth. The atmosphere made me feel very comfortable while waiting for my appointment (I arrived early). Massage was great and I felt so much better afterward. Emery was very attentive and really made my back and shoulders feel great.
Kham T.
The therapist cut One hour facial massage to 50 minutes .
Diego “Sir_Smokealot832” G.
Worst experience, i paid $110 for a full facial and light therapy but the lady only did my nose and made the rest of my face start breaking out, plus it was really painful. I went so i could get my face cleaned of white and black heads on my forehead nd beside my nose and eyebrows, and I came out really un satisfied and will never go there again. WASTE OF MONEY! $110 AND NO IT DOES NOT PERTAIN TO ANOTHER SPA! CHECK YOUR RECORDS AGAIN, I WAS THERE SATURDAY AT 6 PM !!
Phil
Was expecting hot stones to be placed and left on my back for a period of time they no longer do that the massage therapist glides it around using her hand the therapist that gave me my massage did not seem to have very much experience
Emily G.
Dermal infusion facial with Jamie was superbly executed, relaxing, and effective! She recommended a great product that I’m loving. My medium pressure massage with Emory was also very therapeutic. Would recommend both. I’ve been using Hand and Stone for about a year now and just switched to this location at Rice Village. I used to go to Webster with aesthetician Natalie and masseuse Daniel. They were both excellent too!
Marley B.
Great experience overall; the actual facial almost put me to sleep, the tech (LaLa) was knowledgeable and professional and answered all of my questions thoroughly. Their products are effective and affordable. I would definitely recommend. ?????
Jasmine G.
Highly recommend massages with Emory and facials with Lala.
Morgan T.
Spent the day in Rice Village and its really growing on me. You have an amazing staff and services.
Deedee V.
Very peaceful massages. I almost fell asleep!
Rebecca T.
Had a wonderful experience at this location! The staff was friendly and informative. I received a facial and a massage and felt refreshed and relaxed after my services. Krystal was my esthetician and she left my face feeling soft and cleaner than I have ever felt my skin before. Liz was my massage therapist and the hot stone massage I received was divine. I can’t wait to go back for more services.
Rosie B.
Evelyn was very welcoming and was very informative and helpful with the sign in process. She was very professional and friendly. Megan did a great job as well. I was very comfortable with her and had a great experience overall.
Rudy A.
Office staff was friendly, clean, organized atmosphere... Massage consisted of nonstop elbowing on my back... it was more like an elbow rub-down... and it was painful after a while too... not interested in returning, not even for free.
C'nae C.
I’m always so pleased with my service. Especially my facials. Krystal is the absolute best!!
Tra'Tina W.
My first visit was amazing and Liz was too. My 2nd visit not so much. I got a membership and booked a hour massage. I am a business professional and was running behind so I decided to make a call in. They said no problem. I arrive check in massage was good to go. After I noticed the time seemed early and that’s because it was. I was very confused. I proceeded to check out. I asked the receptionist what am I charged for today she explains I got the express massage so I said ok. Then I asked was that what I booked or is that apart of the membership. She says you booked an hour but you got the express it’s cheaper. I’m still confused like ok. i still give a tip but I had to ask. Is the express massage automatically go into effect if you are late. She says yes because they have other people. And trust me I hate being late and I know I was but I wish it was explained to me on the phone when I expressed I would be 10 mins behind. It wasn’t even explained when I did my check in. Communication was not clear. This really put a bad taste in my mouth about my membership especially because if I didn’t ask the receptionist anything, I probably would’ve been charged the hour massage fee for an express. Again why wasn’t I told this upfront. And lastly when I told the young lady there was no clear communication, there wasn’t even an attempt for an apology.
Am
Masseur: I tried three masseurs, deep tissue. Two gave me more of Swedish massage and one gave me the closest to deep tissue. They lather up sooo much oil! Overall, mediocre quality massage. Three times wasn’t the charm and I cancelled the membership. I do not believe they have a high standard for quality massage, definitely falls behind some other places I have been. Room: carpet floor. Gross. Room has fans, maybe they need to turn down the AC so that masseur and masseuse are more comfortable. Sheets: old and thin. They need to invest in quality linen, I thought I was in some third world country. Massage gratuity: perhaps post a pretty sign with some suggestions for how much to tip. I overheard one lady giving $7 tip. That’s unacceptable. Cost: they charge $10 extra for deep tissue. That was my first time ever being charged extra. Upon cancelling, manager called to confirm. When I shared my story about the quality, there was not much an apology but rather a denial. She advised to try a particular masseuse next time. I’m confused how this place has such a high ratings.
Lily C.
The massage from Mike was excellent and very relaxing. He helped with the tight muscles.
Ashley R.
I highly recommend Jamie for your next facial. Their CBD massage is pretty great as well.
Allenia M.
I was coming out town to see but due to the traffic I was not going to make it in time for my appointment. When I was canceling, I was never told about about ca policy a 24 hr cancellation policy. So half of my payment went towards them but why should it if I didn’t even get a massage? I will never book again with them.
Anaye M.
La La was great!
Travis K.
I came in for a deep tissue massage and Corynn was wonderful. Everything was great and exactly what I needed. Definitely will be coming back!
Natashaa B.
The check in process was easy. Everyone was friendly. The facility was clean and everyone was wearing masks. I was supposed to receive an elevation and asked what I would like. My therapist asked what elevation I wanted before he started. As we were ending the session I asked about the elevation where he replied I forgot. I've definitely had better experiences here before. This one not so much.
Leslie M.
Had an amazing experience here. The young lady in the front desk Heidi was an excellent help and super friendly will be coming back!
Claudia B.
Had an amazing experience, I would totally recommend !
Ayva G.
Helps out so much with pricing and explaining their specials to help you save as much as possible , such helpful staff and professionalism . Thank you again !
Mel S.
Everything was so clean and the staff was very helpful and professional! Everyone was wearing masks and taking all necessary precautions to make sure everyone was safe and comfortable. 10/10 for me . Absolutely a wonderful experience.
Pedro I.
Had an amazing experience here. Everyone was very professional and knew exactly what they were doing. If I could give this place more stars I would. 10/10 in my book
Devin W.
The staff at the front desk were professional and helped me choose the perfect massage for my first time. The masseuse made me feel very comfortable as well. I’ve already recommended to a few friends and will be back again. Thank you Melayva again!!!!
Godiana T.
I love this place, very clean and soothing. Front desk people are very informative and super polite, therapists and esthetician’s really knows there stuff, getting the membership was a must and I’m so glad I did it, would recommend their very rewarding membership program????????????????
Samantha V.
I had my facial with Natalya and she was amazing!! She knows what she is talking about when it comes to face products!! you can really tell she is passionate when it comes to her job, I explained to her my concerns and she was a big help!!! I highly recommend to book with Natalya!!
Xaquira V.
Great service and overall it was a great experience!!
Bryanna S.
Very clean and welcoming.
David D.
Massage Therapist April is the best masseuse.
Kimmy N.
Everything was awesome I love it very nice everyone is really sweet
Julian R.
Great massage experience and really liked the staff. They were very flexible with my packages during the lockdown.
Theodore Carrero I.
The best candle I ever smelled comes from here. Joy
Gia M.
I wax my face more than once the last time the esthetician knowing that my skin was coming off, she continued until she finished and the put antiseptic on my face, now I have the dark scars on both side of my cheeks. My mistake to have given them a second opportunity changing the esthetician, she burnt with a peeling, didn't clean my face thoroughly and was burning when I got home just to realize it was burnt. They try to make it right according to them, but of course that doesn't last long. The staff is always changing they don't last in this places, the first year I saw a person regularly, after that they all quit. I left the Voss location and continue the membership at the Village location. Everything was ok so long i kept making the payments, COVID is here and I have family member who is no longer with us. I called the spa to get a solution, I have not used the membership for a year, times are hard and so I wanted to see if I could get products instead, they offered me 4 months tops or freeze the account for 3 but not a combination. I am highly allergic to chemicals sprayed in the air and they said they use that for safety. Well, I cannot visit places like that so, I opted out because CIVID is not leaving any time soon and in order to stay with them i was asking for a commitment from both parties. The solutions offered was in favor of the business> they kept 1 whole year of packages pus 3-5 of another membership, and they asked for 1 more month to cancel the contract. Clearly the manager doesn't care and Emily either. I called a few times to get answers, they had to ask the manager on what to say, but they will not return a phone call with answers, I had to call back to get the answers, obviously I am paying, and therefore the interested party in getting the answer. I called to ask them to email the form to cancel it was not emailed to me, instead Emily called back and left a message. Interesting that at that point I did get a phone call back! I still had to call back again to make them email me the form, which the form asks make one last payment to cancel.
Karen H.
This facility is top notch and easy to get to. Very clean and professionally run facility. I highly recommend them, especially the massage therapist Tony, who is incredible.
Dania J.
Do not buy their deals online. I got a couples massage for my parents not even two weeks ago, and I even spoke to an employee, yet they’re telling me they aren’t offering that now that I’m trying to make the appointment. They don’t offer a refund either. You have to go through corporate who don’t even have a direct number. You have to go through the machine, and then they might call you back. Such a hassle!! I just want my money back. How embarrassing since this was a Christmas gift. I understand it’s COVID, but either update your website, or tell your employees to not promote buying something you don’t offer!
Asia L.
I really love this hand and stone location on Kelvin dr the staff is awesome , the place is clean . My esthetician is Ms Crichelle, she is amazing, she takes time to understand your skin and offer the right treatment, my last treatment was a a microdermafuse )not sure if it’s spelled correctly but this procedure is the best I’ve come across in a long time , it leaves your skin glowing and no down time like a peel . It’s amazing ????. I love ?? it ????????Asia lee
David V.
Good coffee and pastries ???? but service is slow People are actually camped out ???? in here
Tiffany Massie D.
The staff was nice and it was clean. I specifically came in before my service day. I wanted to assure my massage table was warm before my massage. Because I am cold natured.. Sadly, both me and my guest had cold tables. The room was cold as well. The same staff was there, I gave prior instructions. Massage therapist stated, " he was unaware of my request and apologized ". Also, it was too much oil used during massage. I will not be returning.
Guncha A.
Very friendly and helpful staff, clean and professional service - Krystal is the Queen of all facial stuff. This place definitely will be the first spot when we come to Houston!
Elizabeth M.
Wonderful location. Ask for Nick he’s awesome!
Delores G.
I had a great experience at Hand and Stone Massage and Facial Spa. They made me feel safe and secure. I’ve already expressed to my family and friends the experience I had. I appreciate their business and will return for more services.
Macey G.
Great experience. The whole staff was incredibly friendly. They provided me a lot of information before so I felt comfortable coming even with COVID precautions. Shanna did a great job on my intro massage. I would definitely recommend.
Monique R.
Previously left a very harsh review of H&S here. After speaking with the manager, I truly believe that the issue was simply poor communication. While I do believe that could have been handled better, I am here to say that I am extremely pleased at how the manager has handled and resolved my issues. Thank you, Emily. I hope to have this type of favorable interaction with your establishment going forward. I appreciate the time and attention.
The C.
Great customer service and great massage. No complaints!
Othman
Amazing service! I am sad that I discovered this place 2 weeks before leaving Houston. Thank you!!
Rachel M.
Massage therapists are very skilled, and all of the staff are super sweet ???? Upgrades (I.e. hot stones, aromatherapy oils, etc.) are a tad pricey for the value, but I still recommend purchasing a membership here (especially if you get massages or facials regularly).
Celina J.
I was referred to this place by my cousin and was paired with Corrin. She did a phenomenal job. It’s rare to get massages that are consistently firm all the way through so I really appreciated her efforts. She also gave me tips on how to loosen up and stay hydrated so I’m not as tense in the shoulders or body. She is the reason I walked out with a monthly membership after one visit lol! I truly needed that experience with the stressors of work and all that’s happening in the world. Best massage I’ve had thus far. Thanks Corrin!
Mollie W.
I had a great experience. I met with Lyn and was far overdue for a a massage and my back was very much reminding me! Lyn was able to work with me and release tension that was causing pain. She was extremely professional, the room was very clean and I felt that she really listened to me and paid attention to areas of my body that needed attention.
Shondrea B.
The receptionist was very nice and was protective as well (especially in this time of COVID). The young lady who did my massage made me feel so comfortable and respected the quiet and peacefulness of the room. I will be returning soon!
David D.
Great Massage
J.F. C.
The staff at Hand and stone in rice village were very knowledgeable. Kourtney explained the different types of massages and the different pressure levels to me very well. She did an excellent job at explaining the membership to me as well. My therapist was excellent at making sure I was comfortable and relaxed the entire session.
Pilar L.
It was excellent.
Ryan B.
Nice facility and staff. Website scheduling system has been down for weeks.
Lynette M.
Revising my original review. I had an issue earlier trying to redeem a promotional gift card. I left disappointed without the issue being resolved. However later this evening I received a call from the manager, Emily who offered to make things right. I appreciate them reaching out to me. They do have good customer service.
Pamela Summers P.
First time at this place, very calming and beautiful place and a great massage!
rsmoffett
Adjusting my 4 star review from 2 years ago down to 2 since they are never available and always cancelling my appointments. They need a backup person. I haven’t been able to get in for over 3 months. Just depends on who you get but for the most part this place is very clean and professional. Prices seem reasonable and they always have a deal or sale going on.
Alessandra C.
I have been going to Liz for about 6 months now and she has completely changed my quality of life. I had come to her with cervical, thoracic and lumbar pain from an accident years ago. I had limited range of motion in my neck and constant pain and spasms between my shoulder blades. Working with her every 2 weeks, in addition to staying active, has been the key to living pain free. When I miss an appointment with her, I notice the difference it makes. She is professional, courteous and listens to your needs. Highly recommend.
Amanda M.
I booked a massage today and was not impressed. I usually go to my spa joy but nothing was available same day. So I decide to try this new introduction deal. The massage was not the worst I’ve had, but definitely not the best. It was mainly just rubbing with a bit of massaging. I’m need pressure and kneading on my knots. I wasn’t asked if I needed to use the restroom before hand and was not the hour, AND at the end I wasn’t told to take my time getting up so I said it may take a minute. As I was putting my shoes on she knocks on the door and stands there watching while I finish. She did make small talk but it still didn’t justify the rushing me out. The place was nice but I doubt I’ll go back.
Haley S.
Every session is beyond relaxing and catered to my every need. The staff is extremely friendly and courteous. I will always be a regular at this location!
Mary D.
I’ve been going to Jamie for facials for the past few months and I will never go elsewhere! She’s the best!
Chelsea Z.
I highly recommend coming to this location if your in need of a massage or facial. I always go with Liz for a massage and Jamie for facials. The monthly membership is one of the best offers in town.
Sean G.
H&S always strikes a balance between treating sore areas and relaxation.
Desirae P.
Loveeee Tony! Always love coming to this location
Whitley C.
Mike is always amazing! He always knows exactly what I need and uses a great amount of pressure. I highly recommend him for a relaxing and therapeutic massage!
Robert P.
I love coming to this place. Mike gives great massages, and the staff is friendly and helpful. Definitely recommend.
Emily W.
Jamie did a great job on my facial!
Ashley D.
Mike was amazing. I highly recommend the Himalayan salt Stone with CBD oil. I'm still in a daze.
Alifia A.
The lady who did my facial was nice, but it was 30 min versus 50. She did upsell me to do a dermal infusion, that did nothing for my skin and left my face worse than before. I did mention that my appointment only lasted 30 min and the lady at the front said sorry, but that’s about it. I received a call from the manager to schedule a second facial to give them another try. She was very helpful, sweet and kind and the facial was much better than my first time around. I'm not 100% sure how I feel about getting extractions as it has taken my skin some time to recover and has caused some scarring, but I do have very sensitive skin. The experience my 2nd time around was much better.
queenhonda1
I set up an appointment for my sister's birthday to get a facial and hot stone massage. I told them it would be her first time for both, it was her birthday and she was only in town for the weekend as she was traveling from Louisiana. My sister shows up for her appointment in the afternoon and it was at that time they tell her the therapist was in an accident and would not be able to do it. We received no phone call or message in advance therefore it was too late for me to schedule anything else for her on no notice. I dont own a business but I know common courtesy is to inform all clients that appointments need to be cancelled. Very disappointed with the level of so called professional service no apology needed will not be returning do better for the next customer p.s they were so booked that noone else could fill in for my booked appointment in advance
Mark C.
Relaxing
Nichole C.
Mike and Kay are awesome!! Great experience!
Danielle C.
Had ashley and jocelyn.. they were both awesome! Highly recommend, super relaxing!
Matthew R.
Awesome location to get a massage and Fascial. The staff including the front desk ladies to the massage therapists/ Esthetician are all exceptional. There’s a new therapist and I cannot remember his name but he is spot to your needs and provides great service
Chemene P.
I went into the Spa to purchase a gift card for my husband for his birthday and inquired about the gift card options. I noticed that I could set up an appointment for him and an introductory offer for 59.95 but in order to put the massage on the gift card I would have to spend 99.95. When asked what the differences were between the introductory service and the gift card I was told there Das no difference. So I can walk in with him and pay $59.95 but if I want to purchase a gift for him for the same thing it cost me $99.95. What sense does that make??? Any business that doesn't see the flaw in this logic does not deserve my business.
Te'jai
I have been a member there for 2 years and was paying 49.95 a month. Shortly after I joined the membership fees went up to 59.95 but I received a letter saying my fee is grandfathered and I won't have to pay an increase now on yesterday, about 18 months later" I received a letter telling me that in 2 weeks I will be charged 59.95 and when I called to cancel my membership I was told I had to pay one more month of fees to cancel at the new price. Smh. The way they went about this is despicable. That is not how business should be conducted!
Lakeisha M.
Great environment clean rooms amazing customer service perfect for body and facial
Averyll M.
I went to Ashley at this location for a massage. I added a mini Stone to my package and it was well worth it. I feel relaxed and 100% better than when I walked in
Melody N.
Very calm and quiet place. Always greeting with a bright smile, and everyone is always ready to help!
Sandy W.
Very good relaxing ????
Jeronda W.
I had Margarita as this location and she did an amazing job !
Jacqueline R.
Not a place to go for facials. The esthetician literally spent the whole time rubbing and wiping off creams off my face. I specifically asked for extractions and she did the bare minimum for me on that part (the only reason why I ever get facials). Then push the expensive products on you I’ve never heard of without offering you a sample. Pass. The membership price they try to sell you on is ridiculous. It’s the cost of a facial plus a “convenience fee” every month. If the service was good enough, I’d consider a membership where I only pay the price of a facial every month. One of the girls in the front was visibly upset that I didn’t buy their expensive membership. There’s so many other places in Houston to get a facial for the same price.
Anne D.
Convenient location and pleasing decor. Service quality for facials vary between estheticians, so if you can find one you like, book far in advance to keep the same person. Front desk staff turnaround is common resulting in a variable experience at check in/out.
Tytiana A.
WILLIAM ROSS !! One of the best Therapist in the field! He never disappoints. If you want a Therapist that listens to your concerns and throughly works it's out he is the one you need! Every time I receive a Massage from him there is INSTANT relief! I'm a Massage Therapist myself so I am very picky when it comes to my Therapist because I know what can be done. And he DELIVERS effortlessly!
Jonathan G.
Best Hand and Stone in Houston. Manager and front desk were very courteous and enjoyable to talk to. Great service always keeps me coming back
Byron W.
Always a great time every time I come. The front desk is friendly and make you feel very welcomed, they make the experience very accommodating. Always asks how my day is going. Tried the Mini Cold Stone Face Massage along with the Himalayan Massage and it was the BEST. The environment is relaxing. The service is awesome! I am always impressed. Definitely worth the money!
Garland A.
There's a new therapist "Alexander " who everyone's raving about. Was able to book a session with him , and I see why everyone loves em! Think he's from the islands or something. Cool vibes and spot on with my neck and shoulders, I just gave him all the cash In my wallet (you deserved it ). Ha.
Sherra J.
Great environment and friendly staff!!
Audriana F.
Took my grandma for a facial here, both of our first times getting one and we both loved it! I have sensitive skin and did have to pay $20 extra for sensitive products but it was worth it. It was so relaxing and our faces looked great!
Rebekah Adele C.
This is my go-to place for facials. Ask for Jaime.
Hanane O.
Great location, facility is clean and very inviting, the moment i step in i feel relaxed. The staff are very pleasant and professional. I am happy i found this place.
Ap C.
Don’t ever sign up for membership with these people. You can never get out of it. It is a pact for life. Your holders will continue paying it long after you are dead. 3 months to get confirmation of cancellation and I still was charged. “This is your last payment.” is the response each Month. Don’t do business with this unprofessional bunch. $180 isn’t a lot of money unless it is on nothing. I’d rather not just give people my money. If that’s your thing than sign up. REPEAT: DO NOT DO BUSINESS WITH THESE PEOPLE.
Buhle M.
Great therapists and staff. Kind, friendly and professional
Katherine B.
Very friendly staff and a very calm environment. If your therapist is out suddenly, they work quickly to get you with someone else that is able to provide the same service.
Osb “Oksana B.
Do not waste your money. Horrible experience with facial. Incompetent aesthetician and unprofessional customer service.
Brittany R.
An Outstanding staff that truly cares about their customer service and a variety of results driven services! My place in Rice!!
Nathan A.
Great deep tissue messages. Very friendly staff. Offered water, tea, and coconut water during visit. Keep appt times.
Tamesha S.
Good service the offer is great
Lauren S.
Once you find a good therapist your experience will be great. Luckily it doesn't take long.
Kiki B.
I am a member at Hand and Stone in rice village and scheduled an appointment for myself and my mother on May 13. My appointment was at 8 am. The appointment ended early due to my masseuse vomiting half way through the massage and having to leave. Fine. Certain things cannot be helped and he may have been sick. As i was checking out, i had issues with my payment because the girl at the front rang up my tip (Ya, i still left one) the wrong way. I finally asked her twice to make sure that my mother's massage was put on my card because i could see these people were not on top of things. I was told that they had the appointment and it would be put on my card. My mother ended up being hassled and sold on a membership. They ruined our mother's day weekend. I'm pissed. These women are incompetent and unprofessional. There are better locations to go to and i won't be returning to this one.
Jelsi E.
My esthetician was very polite and conversational. I thought my face was going to get massaged, but I mainly got creams put on and taken off my face. I did have some extractions which are part of the classic facial. My favorite part was the shoulder rub at the end.
Briana W.
Amazing staff! So many services to choose from!
Mickey D.
Deandra is great, ask for her!
Lea W.
The massage was very good and the staff was friendly and accommodating. They even managed to fit me in, last minute, on a holiday. But their prices are just TOO high; I won't be going back.
Alisa J.
Excellent service.
Clemens D.
my wife used to go there for facials, which were always great. she once got a massage done and said it was terrible. not bad, but it didn't address any tense spots or anything. just meh.
Gurumukh K.
Worst massage ever. I asked for a deep tissue massage and got a half assed massage. The massage therapist seemed more interested in talking than finding my knots. I have chronic pain so I really need a good every now and then. Won't be going back
Emily O.
I loved it here! The staff was so friendly and welcoming and my massage and facial were great! I can't wait to come back next month and bring my friends!
Grant C.
DO NOT WASTE YOUR MONEY! The staff is incompetent and I was charged when I shouldn't have been. They DO NOT CANCEL YOUR APPOINTMENTS OR ACCOUNT when you call them and arrange for them to be. They do not refund expensive mistakes on their part. They are crooks and the service is horrible. I am considering calling an attorney just to get money refunded that I was charged when my account was supposed to be on hold as I was in my first trimester and could not get massages. All they ever say is "WE WILL CALL YOU BACK" and they never do!!!
Carlos C.
I went to get a Gift Card for a Massage and a Facial $49.95 Each according the website price, and they argue that those rates are not given for ppl who buy Gift Cards, i should have to pay the store rates around $200. It doesn't make sense to me why i have to pay more if I'm pre-paying those services and also the website is very specific with the prices , ... or the staff is not trained or this is a big fraud publicity, simple. So disappointed i couldn't get the gift card.
Angela E.
This place has the most incompetent employees ever! I have had so many issues with the front desk gals getting my appointments wrong, and calling me to tell me my gift card is ready when I cancelled this service a week prior. It's so frustrating!! Get it together! I will definitely be cancelling my services.
Natasha
this place is awesome
Ashley S.
Highly recommend this location! Great experience all around. I especially enjoyed both my massage and facial, very relaxing.