Hand & Stone Massage and Facial Spa — Attraction in Phoenix

Unfortunately, I have to rate this location a one star. I have had a membership with Hand and Stone for about 11 years and only went to this location. During the thick of the pandemic the owners changed over, we were sad but understood the reasons why the previous owner sold.

Before the change in ownership, I would have given this location 10+ stars. John was fantastic and really knew how to run a spa. Every staff member was friendly, helpful, compassionate, and calm. The specialists were also great at their skills and never pressured us EVER. We even paid for massages when we ran out because we were always extremely satisfied and relaxed.

Now with the new ownership, inexperienced staff, and pressure sales from the specialists, it might as well be a Massage Envy (I was also a member for 6 years prior to Hand and Stone). Everyone that was there prior to the change in hands had left (except one massage specialist, he is wonderful). It all felt very clinical/sales oriented compared to the prior owners. Once in a while I would get a kind staff member, but they didn't usually listen to anything that came out of my mouth.

Out of all the rude staff members there Adeline is the WORST, how she is an assistant manager baffles me, I expect an example of great customer service from assistant managers. I constantly dealt with her (and she never remembers me...) my words always fell on her deaf ears. I always felt unheard on my wishes (i.e. requesting a female specialist and getting a male, appointments never actually being booked, asking for specific dates/times taking and 10 minutes to get her to look at those dates...etc). Every-time I came to her for an issue it was met with an immediate visible callus, interruptions, and scofs. For example, one moment that decided I wasn't going to stay longer was when the new esthetician used products/services I did not approve. I then asked to never offer facial services anymore since I do not want the only esthetician they have on staff, but that never happened and when my appointments would be cancelled on their end she would offer a facial.

This last event with Adeline broke the camels back and im waiting for corporate to call me back. I would love to speak to her manager and the owner of this franchise because they need to know what caused a member of 11 years to suddenly cancel a membership. I never planned to cancel, no matter how many massages expired, no matter how much time I did not have, I wanted to keep paying the membership. I just cant justify the service for the price I'm paying, this is supposed to be a relaxing service, instead I leave...

Been getting massages and facials often here over the last several years and have seen many of the therapists and aestheticians come and go. I have always enjoyed the facials as the aestheticians have always been very knowledgable and great to work with. I had Kasey (spelling - sorry if it's not correct!) was awesome and I've booked in advance for my next facial with her.

My massage experience has been ok here. As massage therapist myself, I have always tried to listen to what the clients are saying they want and what kind of massage they prefer - I don't feel that I have always been heard about my needs the last few times I've had a massage here. The deeper massages have been more 'pokey' like and almost like an acupressure therapy rather than a deep long and slow stroked therapeutic stroke which is what I prefer and do well with. I appreciated the pressure, but not the strokes involved - always feel choppy and disconnected. I had a CBD upgrade which helps my muscles relax and I think maybe that's why I didn't tense up so much when the pressure was placed. As a massage therapist, I don't ever want to instruct another therapist on how to do their massage on my body, but when someone is wanting a full massage with deeper pressure and in a two hour session, one should not make sure to massage the entire arm, leg, shoulders, and neck and glutes (as much as they are allowed to) - not just parts. I walk out feeling each body part disconnected from the other and well it just doesn't feel full. My suggestion is to teach, or remind the therapists, to do full long strokes with deeper pressure making sure to connect the areas of tension with those that are not - not just poking or pressing hard on the tense areas. I don't know if that makes much sense, easier to show it than to write about it. Overall the massage therapists have been good and I probably will just keep trying different ones until I find one that fits the style I prefer with the pressure I prefer and hears my requests in full before and during the massage.

Love the staff here, always have been kind and accommodating up at the desk. Products used are amazing and I love having the option of purchasing products while I'm there.

I do my best to always tip well no matter what since it is a service industry and it is hard work they all do. Thank you for a great spa day yesterday! You guys are really the best when it comes to massage...

The two stars is not a knock on the Raintree (Scottsdale) location nor its people as they have always been amazing and courteous. They retain staff and truly have some great hands working there. There management team is top notch and you are welcomed and greeted with genuine sincerity. We have been coming here for years.

My frustration is with corporate policy. I originally joined at another location as it was less than five minutes from our house at that time. Eight years ago we moved and life got busy and I accumulated over fifty (that is correct) sessions. The aggravation is I cannot transfer my membership to the new location which is much closer to our home.

The corporate suggestion is that I would have to cancel the membership and get a new membership (which I suspect is less benefits and more costs). If I cancel the old membership I have a very limited time (something like 45 days) to use all of the sessions. Or if I feel generous I can put my membership on hold and only pay another $10/month for the luxury of putting it on hold and that too comes with a limited time line.

Corporate policy is now as members we can only transfer four sessions per year to someone else (like our spouse) and they limit that to two transfers per every six months. And to make it even more enjoyable they now charge you $10 per session to transfer them and that is not per transfer by doing two at a time but the $10 fee is per session transferred. And one more insulting task is I now have to call the original location and ask them to transfer a session to another location.

So much for customer service and satisfaction. Its a disgrace to have to write a posting like this when the people that are actually doing the service are great people. So please do not hold my opinion against them but do consider other companies that provide massage and facial services as this is what the Hand and Stone corporation has evolved to in recent years.

Just as a point of clarification. When I originally joined which was the first year Hand and Stone arrived in the Phoenix area I could transfer as many sessions as I wanted to other family members. So if anything, the accumulation should be grandfathered in, but apparently that is not the case...