Hand & Stone Massage and Facial Spa — Attraction in Orlando

UPDATE 9/13/25: After my review, the manager personally reached out to me to apologize and offer a free service for which I appreciated as a remedy to the scheduling mishap. My therapist Sebastian was excellent. If you like a firm massage, I would recommend him. The service started on time and the staff was friendly. Because of this, I would recommend this location and also give them 5 stars for handling my situation appropriately.

PREVIOUS REVIEW: I cannot recommend this location after multiple frustrating scheduling issues.

The first time I came here, I booked a male therapist but was reassigned at the last minute to a female therapist when the male therapist called in sick. While the massage itself was fine, it was not what I had requested.

Most recently, I again scheduled with a male therapist. The night before, at 10 p.m., I received only a text message stating my therapist had called out and that I had been moved to another time, without asking me first. No phone call was received. I immediately replied that the new time did not work and asked to keep my original appointment, but I received no response. By the next morning when I asked them to confirm my original appointment, I was told my time was no longer available and that they could “possibly” schedule me another day. When I pointed out that they had moved me without permission, they claimed they couldn’t move another client back, despite having just done that to me!

To make matters worse, when my original appointment slot later opened up because they canceled, they offered it back to me, but after I replied (20 minutes later) they ignored my response and gave the slot away again. At no point was I offered alternative options, better communication, or even a credit for the repeated inconvenience.

The lack of organization, fairness, and customer service is deeply disappointing. I will not return to...

If I can give zero stars I would! Very disappointed in the lack of customer service skills and professionalism at this establishment. I had a massage and facial package paid for my mother for her birthday. I was quoted by Zoe over the phone a total of $149 and added a $30 gratuity for the services provided. My mother received her services and then I see a charge of $239.90. I call to inquire about the charge and the rude and unprofessional receptionist Genesis says your mother requested an upgraded facial. I said okay and hang up. I speak with my mother who tells me that the Aesthetician Maria let's her know the card on file is open to receive whatever service or facial she wants. And my mother says that she didn't want to get anything extra although it was offered. She simply asked Maria what facial she would recommend. At this point I am very confused as to why the front desk personnel didn't clarify that the services were already booked and paid for. Instead they push upgrades to an already booked service to get more MONEY and CHARGE extra! Kristina the manager called me and did not rectify the situation at all, but instead made excuses as to why charging more for an upgrade is not her fault. I would hope the staff and manager could be honest and transparent with their clients and the services they have requested and not be sneaky and try to add ancillaries that were not discussed beforehand. The manager or staff clearly does not communicate with the Aestheticians about services already booked. Not going back to this location due to the HORRIBLE customer service or lack thereof received from Manager Kristina and Genesis. This place will be closed soon if they keep it up with their snarky attitude and rude behaviors!!! Definitely do...

I was looking forward to my facial as it’s the first time since giving birth 4 months ago that I’m able to do some self care treatment which was gifted to me. The aesthetician Amanda was nice, but they do try to upsell you on things. She mentioned to me that there was an upgrade to the eye & lip treatment which i had added onto my introductory facial. I only wanted to get done what I had booked online. The upgrade was $50 which I never agreed to, but she assumed that I had wanted it. Little did I know that the upgrade was being performed on me, and for someone who rarely gets facials, how am I suppose to know that the machine being used is for the upgrade? When I went to pay at the end, I was being charged an extra $50 for the upgrade for which the lady at the register had spoken to the manager about and said it was meant to be charged the same amount. I didn’t realise I was charged this until I got home since I’d purchased creams as well. When I spoke to the manager, she gave me some excuse that my facial wasn’t covered with the introductory price of $69.95 or something. It was very confusing. She did only offer to refund me $20 though. I would have much rather have my $50 back and my tip. For something that was meant to be relaxing for me, ended up being stressful in the end. I definitely won’t be coming back here which I had...