Hand & Stone Massage and Facial Spa — Attraction in Brookfield

I have been a customer for roughly a few years now. I waited a sufficient amount of time to leave any comments so I can be as accurate as possible. The quality of the facials were pretty good a couple of years back and within the last year declined. The massages are always stellar and timely..Kerri, Heather and Matthew have all been great!!!. The online system works erratically. For example, every month I receive a membership credit and when I book online I do not see the credit. Further, when you complete a booking your credit card is checked off but shows a disclaimer that the card is not being charged. This is confusing, because if my card was already charged a credit there should be no reason why my credit card needs to be part of the booking process for a one credit service. Due to the confusion I end up calling the front desk to see if I actually have credit and if my card was charged. Unfortunately the front desk person is not always cheery. Management should do a better job vetting those people and tracking their progress. I mean it is a spa..right? Furthermore, when you attend your appointment they do not send an email or update your payment history and you end up with no way to track it unless you once again call and anticipate a hit or miss front desk experience. Interestingly, the transactions I do see online are the facial products purchased but not for credits I already used or for any massages and paid tips. Furthermore, the transaction history reflects both the esthetician commission and tips received as being 0 when they are in fact receiving a commission from the sale of the products. This to me is like double dipping without your knowledge. Meanwhile, the masseuses are not at all trying to up-sale any products. If anyone should be double dipping, it should be them. This makes you wonder if the estheticians are being compensated properly since they may dependent on both the commission/tips and perhaps this is the reason for the decline in service. Last, the front desk doesn’t ever mention using your points. Therefore you are once again confused how they work unless you ask the front desk. I’ve racked up lots of points over the last year or so and when I go to inquire about it the conversation is arduous. This is yet another thing that should be available online by either seeing an explanation on how to use the points or how to apply those points when the service is scheduled. I had a situation a year or two ago where my membership lapsed due to a non working card on file which was unfortunately compromised and my points disappeared. When I asked where my points were they said they would have to look into it. After they looked into it I ended up not receiving the same amount of points I started with since according to them I let it lapse. This took me following up quite a few times before I received a response. All in all the massages are fantastic..Kerri is wonderful and you do come across a front desk person who makes you feel welcomed which contributes to the tranquil spa experience you are seeking. A kind note for management is, if a customer is forced to ask the front desk questions which should be available online it is undermining the purpose of seeking a stress free spa experience along with exposing the front desk to unnecessary...

Let me start by saying I have had a membership at Hand and Stone for over 5 years and use their Spas all over the country. I scheduled an appointment for the Brookfield CT location as I was in town visiting family. I scheduled the appointment for 5pm on a Tuesday. When they called to confirm the appointment I realized I had double booked myself and asked to reschedule for another day that week. They were able to find an appointment for Thursday at 12pm that worked. Since I get a massage about every 2 weeks I know the process and can expect a lot of emails and texts confirming the appointment. Thursday morning I realized I had not gotten any reminders so I called the Brookfield location to confirm my appointment. The young lady said she could not find an appointment in the system and that she would listen to the recorded calls and get right back to me. I received a call 5 minutes later saying that yes I had scheduled the appointment for noon but the system made a mistake and did not save it. I reminded her that systems don't make mistakes, people make mistakes and to own the issue. They had booked someone else in my time slot so basically they could do nothing for me but they did offer a facial at 11:30 if I wanted it. Now anyone knows that a facial and a massage are 2 different things and a facial was not what I needed. I will not visit the Brookfield location in the future and recommend anyone booking a massage there to double check their appointment right after making it to ensure that they truly have one. Thanks for...

Honestly contemplated to share this review as I am not one to complain But that was hands down my WORST experience I have ever had!!! Had a massage today with Lauren? I think that was her name? She NOT my usual but I’m having hip surgery in a few days and they had a cancellation so I figured to use my February credit before my account is on a “freeze” for two months while healing. Upon meeting her I explained I have a torn Labrum on my R hip and she understood. Towards the end of my massage she did some lower leg stretches? My R side was first and I told her be careful with R side as she proceeded to bend my knee and push it towards my chest it was okay at the time as I was resisting the stretch as much as I could. After the massage she asked me how I was feeling and I told her my R hip was sore and her response was short with no apology. Long story short I drove 20 mins home and was in tears while trying to walk in my house! This will be the LAST TIME I listen to staff recommendation because I would NOT recommend her to anyone. Not only was she extremely rough after I told her to lighten the pressure my massage felt rushed. Can’t wait to see Mimi again because today...