Hand & Stone Massage and Facial Spa — Attraction in Town of Colonie

Unauthorized Credit Card Storage and Unfair Business Practice

On 09/26/24, I called Hands and Stone at 4:03 PM to schedule a same-day appointment for 5:30 PM. Due to heavy traffic and poor weather conditions, I arrived at 5:37 PM and asked if I could be rescheduled for 6:00 PM. I was promptly denied this request. When I attempted to reschedule for another day, I was informed by Meghan at the front desk that I would be charged 50% of the cost on my credit card on file. To my utmost shock, I had never authorized Hands and Stone Massage to keep my credit card information on file.

This is a clear violation of my consumer rights, as at no point did I provide consent for Hands and Stone to retain my card details. Despite my expression of dismay and immediate request to delete my card from their system, I was forced to proceed with the massage under uncomfortable circumstances, which soured my experience. While I left a $20 tip for the therapist out of respect for his service, I am extremely dissatisfied with the unethical handling of my credit card information and the rigid, unfair rescheduling policy.

I believe these practices are not only unlawful but also predatory, penalizing customers who have no control over delays and keeping their payment information without consent. I'm giving them 2 stars because the massage therapist did a decent job.

BEWARE: HANDS AND STONE MASSAGE & FACIAL SPA KEEPS YOUR CREDIT CARD ON FILE WITHOUT INFORMING YOU. MAKE SURE TO CONFIRM THEIR PAYMENT POLICIES...

I have never gotten a massage before but I booked for a 50 minute massage and added on a scalp massage and they booked me with Mydori and she did an amazing job! I felt so comfortable the entire time i was there. Everything was clean and smelled nice, I am not a germaphobe but I really value cleanliness and she washed her hands multiple times without me asking her to which made me feel really comfortable. I also gently noted to them that I have a nut allergy and have had a couple injuries and that I am very migraine prone and they went above and beyond to accommodate without having to remind them. Mydori also checked in multiple times to ensure that I was comfortable and that the pressure was good. Even the bed was heated! They also took their time booking me on the phone and answered my million questions respectfully and kindly. I am now sitting in my car writing this review and I can still smell the lavender from the aromatherapy. This was an amazing experience, next time I will try the facial. Thank you hand and stone, thank you Mydori, you guys...

I have been very pleased with the service here. I have had one massage that was not to my standards, but only because I think the masseuse was new and very young and did not understand my needs very well. I actually fell asleep if you can believe it! And that's not a good thing if you want to enjoy a massage.

However, every other massage I have gotten has been wonderful. I have found two wonderful masseuses that I will return to. I also had the pleasure of getting a facial, and absolutely loved it. I plan on mixing and matching over time to get a massage one month and a facial another.

I signed up for the membership, and was following in my wife's footsteps so she has a membership and I have a family membership which I believe has a bit of a discount added in.

The service is wonderful, the ambiance is great. The location is close to my home and from what I understand my membership allows me to use my credits anywhere in the...