Hand & Stone Massage and Facial Spa — Attraction in Lacey

Update; I want everyone to see this before reading about my experience:

I was called by the assistant manager directly after my review and the survey I took on their services. She offered a free massage to make up for my last experience. I respectfully declined, so they reimbursed me for money spent on the massage portion (which is all I wanted refunded on). This morning, the manager (Ms. Jennifer) contacted me to see how I was doing, apologized again on behalf of their specific facility and told me how they were going to proceed with training. Additionally, she told me that if I ever choose to come back, they will still honor the offer for the free massage. This company handled this disaster in one of the most professional and kind ways I have experienced. Though I will not go back, I appreciate and respect the integrity of this facility. Thank you.

DO NOT SPEND YOUR MONEY HERE. I went in yesterday (22JUL19) for the facial and then the massage (back to back sessions). The facial was semi-decent, but the massage was absolutely terrible. The woman masseuse I had was Ashley, and not only was she popping something on her body every 30 seconds (this is not an exaggeration), she had no clue what she was massaging. I asked for focal points on my neck and shoulders, and what I got was this girl rubbing right beneath my jaw and directly next to my throat (under the tongue area), pressing firmly and sending radiating pain throughout my jaw. She then proceeded to apply pressure and rub on the front portion of my neck - on the sides of what we would call the “Adam’s Apple”. She finally realized to stop when I jerked my neck away from her out of pain. I mean, Ashley...what were you doing, girl? That’s a no-no. She also rubbed my rib cages (yes, I’m serious) with the tip of her elbow applying extreme pressure. I suppose when I said “deep tissue”, her 20-minute online masseuse class instructed her that rubbing bone with a sharp point is the best route to go rather than rubbing muscle with your hands, and even forearms if you need help with added pressure. Finally, I can assure you right now that during my “deep tissue massage”, I do not recall a single muscle being rubbed. My entire body was tense the whole time out of misplaced pain - not relaxed. And how much did I pay for this? $117 (that’s with the tip - the massage sucked but I’m not a fan of no-tippers). When I went to the front counter to pay, the receptionist girl knew I was upset because she began snatching things and her tone was uncaring. How this began, I’m not sure because I didn’t make a fuss of anything in there. Why would I? That’s inappropriate to me. One would assume that good business etiquette included making sure the first time into an establishment is nothing short of wonderful. Every individual I encountered in this facility failed to effectively deliver a relaxing environment and experience. If you’re ok with gambling, by all means give it a go. There did seem like a couple people who were satisfied with their experience while I was waiting for mine. This place is not for me and I’m unusually...

I called this morning for same day appt. Young lady I spoke with told me since I had not been in since 2016 she would offer one hour massage at intro rate at $ 69. I also booked a basic facial. My facial was fantastic and relaxing - would see her again. The massage therapist asked if I had any areas I’d like her to focus/work on. I told her I fell and my right hip was hurting and my chiropractor suggested I come in to relax muscles. I also mentioned that I hold tension and stress in neck and shoulders. So she asked me “upper body primarily?” Yes, I confirmed. While face down I could hear her swigging a bottle with ice and drinking from it and sucking/and or chewing on something. She massaged my neck and shoulders but it wasn’t done very well. She never once touched my arms nor hands. As for “right hip” which was my chief complaint she poked around my butt muscle over the sheet and proceeded to do the same to the left butt muscle “ to compensate “. No massaging over my lower back or hips took place at all. She moved back up, swigged more of her drink, touched between my shoulder blades and said there was s hot, wet towel on the counter. I have had countless of massages - all over the world - from all varied price points - but none was as mediocre or with the drinking and chewing in between hand touches as sad as this. I went to pay at the desk and gave a $10 tip despite the fact I was displeased with service because I feel sometimes people need to be paid some kind of a wage for service regardless of how poor it was. I was not charged the intro price as told when I called earlier but $109. I called after leaving and stated that I had been told I was getting $69 intro price. I was told I’m getting a refund on that part. I hope so because honestly the whole massage was not even worth $69. I will go back for facials but drinking, chewing and a mediocre massage is not enough to bring me back for that price and sad... my right hip...

My wife and I went here twice as we had gift cards. The first time was a nice person and they gave an average massage, yet seemed rushed. The front desk was busy and experience was a bit disjointed, but it is a business and they are trying to keep the conveyor belt going with a pleasant smile. Not enough to turn me away as it was mid.

The second time I show up early, sit and wait. My time comes up, the receptionist apologizes for the delay and says she will find out what is taking them so long. They go into the back, come back out a few minutes later and apologize that the person is out sick. I am confused as they thought they were back there preparing, so it makes no sense other than the staff have no idea where folks are or who shows up for a shift. They state they will have to reschedule me. I ask if there are any more that day and am told no, sorry. I said, okay when can I get a massage then. They said the following day. So I had to reschedule and adjust my calendar to accommodate them. Whole situation felt awkward and as if I should expect it by the staff as there are no other options. A business is wasting my time...

The second massage was slightly less than average. Nice folks and I hate to say it, but seems like operationally there is zero calibration for service.

I've heard from others afterward that this is pretty normal and scheduling or random cancellations by the spa can become a nightmare for regulars. The operation is a bit janky with how the folks are working the desk, they seem disconnected.... then they try to sell you an upgrade plus join their service. Since we were not regulars, we were unaware and caught it on our second time in. Won't be going back... especially for the price they charge for a mid-level experience mill. Disappointing.

But there are better options out there, read the reviews....