Hand & Stone Massage and Facial Spa — Attraction in Durham

I visited this spa on Feb 18, 2019. Ashton provided a peel. I had never had a peel before. I asked Ashton if my skin would be red following the peel, multiple times prior to the peel and during. She insisted it would not be. During the procedure my skin had a burning sensation. When I told Ashton, that my pain factor was 7 on a scale of 1 to 10, she said that is normal, use a fan to cool down the face, and in several minutes she would begin neutralizing the peel. The neutralizing did not work and Ashton ended up putting on gloves in order to apply the neutralizing solution without diluting it first, directly on my skin. I left the spa with multiple burns all over my face. Importantly, Ashton was not apologetic, dismissive of my outcome, completely unprofessional and even rude. The manager of the spa did apologize, but of course could not do anything about my face. I asked the spa to discontinue using the dermalogica peel until the aestheticians were properly trained, and ensure Ashton in particular receives further training in how to interact with customers and take responsibility for her mistakes, before treating other clients. The manager agreed. I debated posting this review, but am forced to do so, as my face has scars now. Going in for a simple facial and leaving with scars, not being able to go to work for over a week is unacceptable. In the end a simple apology does not equate to full responsibility. I am still waiting to hear back regarding potential alternative means to help the scaring, with service provided at a sister spa, from the manager. This is a warning to potential visitors of this spa to proceed at your own risk. I have documented my painful journey and am happy share additional details/pictures to anyone who wants...

Most of the time, when people take a moment to write a review its unfortunately because of a negative experience that they want to warn people about... I wanted to take a moment to compliment this location for great customer service and a pleasant experience all around. I booked a massage with a specific therapist based on reading reviews but was switched therapists unbeknownst to me until I arrived for my appointment. I was very disappointed on the principle of the matter, but still enjoyed my massage with the other therapist. The biggest take away from this was my interaction with Whitney at the front desk. She apologized for the mix up and offered to make it right with a subsequent visit with the therapist I had originally booked with, at the same rate I had originally booked. I genuinely appreciated her positive, happy, and vibrant personality and willingness to help make it right. She makes a huge difference and impact on someone's entire experience, something that many front desk associates/receptionists simply don't seem to realize (or care about) in a time when manners often seem to be fading fast. She also greeted me as a familiar friend when I came for the second visit - she is genuinely kind and warm, again, something that makes a huge difference and is becoming harder to find, I feel like! Those kind of details make a location go from mediocre to above average, in my opinion. As far as the massages go, shout out to Caroline for helping me loosen up my back and to Allison for helping me relax and release those tight posterior deltoids! Both therapists are skilled in their trade & worth a visit! :) Thank you to the crew here for making me...

This was my first visit to Hand and Stone. I was treated by my husband to a massage and facial, the serenity package, for my birthday. I made the appointment by phone. The receptionist was nice and very helpful. On the day of my appointment, I was greeted by both of the receptionists. I checked in and was given a tablet with forms that took 5-6 minutes complete. The receptionist reviewed the forms with me, then notified the massage therapist that I was ready. The lounge is very cozy, nice decor, pleasant music playing. Tom, my massage therapist, came to the lobby and took me back to the room. He explained everything about the room and the massage, then stepped out so I could get undressed. Tom gave a great massage!! I felt so relaxed when he was finished. Next was the first time facial by Meshalia. She asked me a few questions about my skin and explained everything she was doing before she did it. I upgraded my treatment to the diamond. Meaning, I had a vacuum like therapy to clean out my pores. It felt weird, but it didn't hurt. I even got a mini massage with the facial and some lip balm, which I wasn't expecting. Meshalia met me at the receptionist desk and gave me a skin regimen she'd written and told/showed me about the lip balm and moisturizer she used. I bought both. The receptionist was pleasant as I checked out. I ended up with a membership after she explained to me how it worked. It's month to month. No contract to sign. Cancel anytime. I can't wait to return!! They offer couples massages, so I definitely want my hubby and I to participate in that. This was a wonderful...