Hand & Stone Massage and Facial Spa — Attraction in Lower Macungie Township

This is my first negative review, I apologize to my viewers, in advance. I waited quite a while to be able to write this with a cooler head. I typically post the positives of a place, then make note of any inconveniences or things that, in my opinion could be improved, but i never got that far with this visit. This is my experience and therefore only my opinion of this particular location, I hope that other locations are different.

My wife and I had been craving a spa day, mainly looking for relaxing massages, but if time allowed, a few extras would be selected. She called to see if any appointments were available in the near future, and was surprised to find that there were openings the next evening for both of us (we were told there were cancellations.) The appointments were for individual 1 hour massages (we don't do couples massages.) So we booked. We were asked if we had been there before, we replied in the negative, and were told to be there at 6pm to fill out paperwork. I received a text message saying the same time and date.

I'll admit that we arrived at 6:02pm, but the front desk said that it was ok and gave us our paperwork to fill out. The lobby space was nice, with a relaxing vibe. After the paperwork was filled out (fairly comprehensive questionnaire I might add.) We were told to sit in the lobby and our masseuses would come collect us shortly. So far so good...

A few minutes later, our masseuses came out of the door and called us back. They took us to our respective rooms and explained what we needed to do (where to put our stuff and to undress you our level of comfort, etc.) This is where things went sideways. My masseuse informed me that our (both of us) massages would only be 30 minutes in length. I was surprised by this and enquired as to why, and if we would be paying for a 30 minute massage. She said she didn't know, and that the front desk should have informed us before we came back. They didn't. I excused myself to go speak to the front desk and repeat my inquiries. When asked, the front desk explained that because we were late, and because the paperwork takes so long to fill out, we could only do 30 minutes. They said we should have been there 15 minutes early for our appointments, and that we were told that. I showed her the text message stating the time and date to be there, and that we had told them we were new clients, therefore, paperwork would need to be done. She said that the text message should have reflected that (it didn't.) Ok, 30 minute massages then, right? I asked if we were paying for 30 minute massages due to the miscommunication and time left available for our appointment slot. I was told that we would be paying for the full hour, each, regardless of the miscommunication. I declined this offer.

I feel that if whomever booked our appointments failed to properly inform us of the needed arrival time to capitalize on the 1 hour time slots available, having known that we needed to fill out lengthy paperwork , we should be given the benefit of the doubt. We weren't in their system, (obviously have to fill out paperwork,) and we had texts stating what time to arrive (not accounting for paperwork.) Now we are being told that it is our fault and we would be essentially be paying full price for our services and getting half the service, through no fault of our own. Not acceptable to me. My wife and I agreed that this wasn't ok with us, and we're going to leave. They seemed surprised that we weren't happy with paying full price for half the service (this still bothers me.) They graciously offered to waive the cancellation fee (end sarcasm) and we left very upset. So much for a relaxing day...

To pre answer some possible questions: Yes, both my wife and I have had MANY massages and are aware there is sometimes significant paperwork beforehand. No, this hasn't ever been a problem, the establishments prior to this one took that time into account when telling us what time to arrive. We assumed (yes, our mistake) that this place would have also done that. Very...

If I could give zero stars I would because this place deserves a NEGATIVE star rating! I first had a membership in Lakeland Fl…their massage therapists are permanent employees staying for years…that tells you everything. Was ALWAYS able to get an appointment within a week & with the same ppl. Customer service was out of this world! Awesome place so when I relocated to Pa I found that there is a H&S within a half hour from me so I began my membership ASAP well it’s turned out to be one of thee WORST experiences of my life from the worst customer service to a complete waste of money. During the epidemic I even kept my membership active knowing I couldn’t receive any services just to keep the economy going and the place I thought was my heaven from suffering another HUGE mistake as when services began again you would think that the appreciation for such loyalty would be returned when I would try to schedule any services the appt was 3wks out (coz first come first serve attitude) and never with the same person. Then to top it off the one appt I had for a facial I needed to cancel to take my beloved Blue Heeler to the emergency vet & was charged for the missed appt!! Just wow! It has been the absolute worst especially when you need therapeutic massages for physical ailments. Sadly the only time I enjoyed the benefits of my membership at the Hamilton Crossings H&S was when I used it at OUT OF STATE (North Carolina & California) H&S’s, I actually got the service I deserved as a valued membership holder at every other location but this one! Needless to say I canceled my membership & am going to warn everyone I know to never waste money on a membership with the Hamilton Crossings. Whenever anything is questioned the only response I ever got was ‘it’s our policy’ well your policies obviously were built around customer...

Dylan was my massage therapist and did a fantastic job. I scheduled and paid for a 90 minute massage and to my disappointment it was only 70 minutes. When I asked the two ladies upfront why it wasn't a full 90 minutes and that's what I was paying for, I got attitude. Their response was 10 minutes is given before and after for changing. My complaint is then I should pay for 70 minutes or receive a full 90 minutes. When I asked to book my next appointment, I was told there was no availability until the end of November. I asked if "90 minutes" was the longest and was told 2 hours but that's for members only. I'm not a member but am interested in possibly becoming one. This information was not volunteered. I then asked how do I become a member, again I got attitude as if I was bothering the one lady. The other seemed new and didn't know how to answer my question. I was told it's 69.95 per month. Again, nothing additional was explained. I asked well what does that cover and how does it work. At that point, the seasoned lady proceeded to tell me that it's one facial or 50 minutes. I had already asked about a longer massage and I was paying for a 90 minute, why would she think I'd be interested in 50 minutes. I then said, well how do I do two hours? She rolled her eyes and said "The additional cost of $69.95 is in addition to the monthly membership." This lady greeted me when I walked in and seemed pleasant but apparently didn't like my questions regardless of me being polite. I did ask to be put on Dylan's waiting list but probably won't return due to my front desk experience. I'll decide if they...