Hand & Stone Massage and Facial Spa — Attraction in Greensboro

I would give negative 5 stars. ❌❌❌❌❌

I spoke to the staff a few times once in person and twice over the phone this week to prepare for my mother's birthday cryo facial. My mother came in for her consultation Tuesday and the associate Isabella who finalized the appointment confirmed the booking for Thursday night. It was explained to me at the first booking considering that I had a card on file they were okay with listing my mother under me and she was good to go considering this was a gift from me to her.

So, I bring my mother there for a 9pm appointment (that I encourage for her because she was reluctant to do a late night facial, I expressed that it would be nice to just come home to bed right after the facial so I thought it would be a nice before bed treat... my mother became very excited about her pre birthday facial at night, she literally told all her friends).

I pick her up to bring her and we get there at 8:30pm and the staff says that the appointment was canceled because there was not a credit card on file. That's not true! My credit card was on file. The previous associates confirmed it. I am also an active member and I come weekly. I am highly disappointed and this is my mother's first time and she was very disappointed as well. This was a hour drive. The staff explained it was another booking agent that insisted on cancelling but didn't call me at all. (Another patron said there were other bookings cancelled before we got there and people had proof of purchase on their phones and were also upset) this is an issue here!

Hand and Stone use to have a warm staff from owner to staff. I remember years ago meeting the owners, they were a sweet couple that presented a passion for aiding people with theses services but now it looks like they have lost the personalization and professionalism. Seats are worn down and there's not a true relaxation area to prepare for your session.

The esthetician Meaghan is amazing though. I would definitely recommend her. She's knowledgeable, and the results from her treatment feel and look wonderful. Hence why I wanted to treat my Mom.

Extremely sad and disappointing experience.

Update:

Negative 10 stars!

A few months ago I tried to book my father it was his very first time at a spa and he wanted the cryo facial since my mother had it, well whoever saw him the first time told him they could do the cryo and then said they weren't certified. My father has never been to a spa before so he needed a walk through of what to expect instead he was left confused and asked to rebook at another time. When he came back for his appointment the staff told him he was revoked and banned.

Why? No one knows.

I set an appointment for my parents last Friday and they came in on last Friday and were told that my father was banned from the spa.

When trying to figure out what happened my mother was told the associate that did it doesn't even work at the spa anymore.

I am sorry to say that I am going to have to cancel my membership due to all the issues ever since I've joined. As this is not the first incident since I've joined less...

My recent visit to Hand and Stone Spa, where my daughter has been receiving teen facials since she was thirteen, was unfortunately disappointing. Despite my careful booking and the front desk's assurance that my daughter, now fifteen, could have a massage alongside mine with adjacent rooms, the experience quickly turned disappointing. After being taken in for my massage and told to undress, I was left waiting for 10 minutes and then was informed that they couldn't proceed with my daughter's massage and that she would have to wait in the lobby. This abrupt change, coupled with the lack of empathy and professionalism in handling the situation, was truly disheartening. Not once was there a moment where they took accountability, nor a suggestion of either a couple massage room, to "fix" the situation or a rebooking. The receptionist was laughing at my anger and disappointment, even though she was the very person who checked her, us, in (clearly my daughter has a profile with her birth dates). Furthermore, despite the inconvenience caused and the disappointment of not being able to enjoy the services we had planned together, we were still charged for both massages. This lack of understanding and the insistence on charging a transfer fee for my remaining packages was the final straw. Zero compensation or accountability on their error and our wasted time. As a result, I have made the decision to take my business elsewhere, to estheticians who value their customers and uphold a higher standard of service, but most importantly CARE. I hope this feedback serves as a constructive critique for Hand and Stone Spa to improve their customer experience and uphold their "integrity code for the customer", and improve the training of...

Customer service is highly inconsistent and depends entirely on who you interact with. Communication around charges is seriously lacking—they’ll suggest add-ons with phrases like “I think you’d really benefit from this” or “I’d really like to try this,” without ever clearly stating there’s a cost involved. Before you know it, you’re being charged for services you never explicitly agreed to.

I gifted a package to a family member who later decided to purchase their own membership. Instead of setting up a separate account and charging them directly, the company billed me for both the membership and additional services—without any notice. When I reached out to resolve the issue, they were uncooperative and argumentative. This, along with several other issues, eventually led to the cancellation of their membership as well.

As for the services themselves, the advertised "hour-long" massage barely lasts 40 minutes. Between waiting, getting situated, and discussing preferences with the therapist, the actual massage time is significantly reduced. Sessions feel rushed to allow time for room turnover, and the experience is far from relaxing—especially when the therapist talks the entire time about personal topics or politics, and even leaves mid-session for bathroom breaks.

The high staff turnover and ever-changing policies, which are rarely communicated to clients, raise additional concerns. Overall, the experience falls short of expectations. You’re likely to find a much better, more personalized spa experience by supporting local independent providers—often at the same or even lower price. From signing up to scheduling, gifting, or canceling, the entire process is unnecessarily complicated and...