Hand & Stone Massage and Facial Spa — Attraction in Draper

3/21: I was craving a facial and have yet to find my go-to place when I received a H&S mailer. I called them up, same day, to have a "One-Hour Signature Facial" done. They were able to squeeze me in the next afternoon on a Monday.

After I made the appt. over the phone, I got a couple missed calls from them but no voicemails. I called them back, and they said they needed a credit card to put down in case of cancellations. I really had no choice if I wanted to book with them, so I hesitantly agreed. I'm not a fan of this, but I get it. Plus reading reviews about other people's credit card charge issues with H&S makes me nervous.

I came in a little early for my appt. the next day, but waited 15mins past my scheduled time in order to start with Kylie. The front desk and she were very friendly and apologized for the wait, but I was annoyed that my "One-Hour Facial" turned into a 45 minute facial (I checked my phone when I walked out). I will look out for this next time and look for another spa if this happens again.

Kylie gave me an excellent, relaxing, rejuvenating facial despite the shorter appt. length. I brought in an Intro coupon (from the mailer) that listed the facial for $59.95 plus another coupon for a free spa upgrade. I was able to do a $20 add-on that I unfortunately can't remember the name of and can't find the name of it on their website without calling. I really liked how Kylie talked me through each step while allowing me to relax and that the extractor tool vibrates! It seems WAY more efficient and is able to get full coverage of the face in a short amount of time.

I was suggested some product by Kylie when we were done, but I held off. I wanted to see how my skin looked after a few hours before jumping the gun.

I ended up signing up for the monthly service before leaving because $59.95 a month is pretty good for a one-hour facial (if it's one hour), and I just love that extracting tool -- I feel like I got more bang for my buck.

I bought a Groupon so I am going to try Massage Green Spa by my house to see how they compare since I'm not completely sold on this yet!

4/28: I just got a massage with Jason today, and it was an amazing experience.

The massage was excellent, it actually lasted the full hour, and I no longer have nagging pains and soreness throughout my body.

He really listened to what I was looking for (which was deep tissue) and delivered. I already booked for next month! Definitely worth the membership.

5/3: Last time I was in for a massage, I inquired about the massage training program that H&S is now offering. I had gotten an email about it a week or so before, then submitted an inquiry form and never heard back. When in person, my masseuse told me the manager was at the front desk, so I was hoping to get an answer right away.

Unfortunately when I asked about it, the person I assumed was the manager heard me ask, looked at me then ducked out of the room without saying a word. The other girl who was helping me looked at her (like, "Wanna talk to her now?"), then seemed to accept that she didn't want to talk to me and said the manager was there that day and would get back to me ASAP. It's been over a week, and I still haven't gotten any response whatsoever. Bad sign for any sort of education program, so I am definitely no longer interested in their program.

I have been a monthly member for a month, and I called today to see what the price would be to add on a facial this month as they told me it would be "discounted" as a member. Apparently it's still the same monthly price of $59.95 so I guess I'll just wait another month.

I have really liked my providers (masseuse and facialist), but the front desk/management is the most problematic part...

Don’t walk from this establishment, RUN!

I contacted Hand and Stone about an inconsistency in their service. I was calm, cool, and collected. I was met with a threat and to be banned.

I’ve been to multiple Hand and Stone locations over the course of years and have never had less than an hour massage. 50 mins isn’t an hour and quite frankly it does not take me 10 minutes to change. The massage was actually 45 mins. I was given 5 minutes to change in the beginning and 10 mins to change at the end of the service. I expressed my concern as it has simply not been consistent with my service at all of the other locations across 5 states. I am typically given 1-2 minutes before and after so I’m getting a 56 minute service for the hour booking which is reasonable.

This location should advertise a 40-45 minute massage at Hand and Stone in Draper since you don’t actually do an hour service. PS: it’s false advertising to advertise an hour as I’m sure you know an hour is 60 minutes so guests expect a 60 minute service. Even if it’s 50 mins, I don’t know why I need 15-20 mins to change, not consistent with all the other wonderful locations.

I called the location to simply let them know this wasn’t consistent with my previous experiences at ALL other Hand and Stone locations. The Regional Manager didn’t even have the common competence in her leadership to call me personally. I guess she hasn’t learned the importance of leading from the front. Instead, she forced the front desk employees to tell me that it’s best that I don’t come back, instead of simply picking up the phone and apologizing for the misunderstanding or confusion. I was told every location is a franchise, and while I understand that, Hand and Stone remains the name because its customers expect the same level of service across all locations.

Being a franchise may give you the right to refuse service, but that should be reserved for unruly customers, not someone who simply is addressing a concern with a discrepancy across locations. This is an opportunity to explain what the customer can expect going forward and and opportunity to correct the error so that the location does not see less traffic since most customers would simply not return. I’ve operated at an Executive level in 3 different businesses as well as own my own business and to say that I am appalled by this experience is an understatement. I have never been asked not to return to any establishment especially for addressing a simply concern with grace and kindness. I would hate to think that this location participates in discriminatory practices, but I’m not sure what to think as such an extreme measure has been taken to treat a client like a criminal. It feels like a communist regime more than a business operating in the land of the free. All money is green, right?

It’s safe to say I do NOT recommend giving your business to a place that treats people this way. I will be informing all of my business associates, friends, and family in the area to discontinue their business relationship with this sorry excuse for a business establishment.

Dear Review Responder: Please stop replying to my review as I would know how other Hand and Stones operate based on the myriad of experiences I’ve had—never a problem until I came to this location. Furthermore, per your outlandish request, I will not update my review to be dishonest about your poor business practices. Every customer should know the truth about how your business is run and be able to decide if they want to support businesses that operate on unethical practices and treat its...

review from March 2, 2021 Just spoke to a front desk manager who hang up the call on me at the end, was extremely rude, disrespectful, and had zero compassion for my car accident, and health well being of my body. She responded robotically, stating I cancelled my membership and had 60 days to use packages, DURING the Pandemic! I was interested use my 2 or 3 left over massages from the pandemic times, while they were still charging me, however apparently I was out of luck, and my money is in the drain, I am no able to use it. Please be careful signing up for anything with this business. They are very difficult and stingy to work with. I have repeated myself 3x to this so called front desk manager, who robotically sounded as uneducated fresh graduate of high school, literally teenager, with zero compassion for this sort of place, where usually people come because they are in pain. This front desk manager, who would not provide her name to me, also kept repeating herself like a parrot that I do not have anymore packages, and never heard my story, or the fact of being about 2-3 year customer. Disregarded me like a bag of dirty laundry! Just wanted me to buy new packages!

I wish someone would give me the option to put my package on gift cards, that I would definitely do. Never was I suggested so, had no idea I could use it as gift cards. Too bad the communication back then was poor. However, I will give it a try one more time and accordingly will change my review.

review from 2018 gave 5 stars Just finished an amazing firm aromatherapy massage with Anna, an absolute relief of my back, shoulders, and neck. Entirely new body. Respectively recommending to everyone. Love their...