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

I always book my sessions way in advance. I am also a loyal customer who comes monthly to see the same therapist. The spa made an error in reservations and cancelled my session very last minute. They left me a voicemail noting a “schedule conflict” and that my therapist could not “accommodate me.” It was ironic, since they called me the day before my scheduled visit to confirm, never catching that there was an issue. I was extremely upset and the manager did not try to resolve this by offering me some type of incentive for the mix up. If a customer cancels same day, then a session is forfeited, but if management cancels you, you receive nothing? It should have been reciprocated and I should have received a credit.

I had to call two different times and spoke to the manager both times. I was offered to schedule with another therapist the day after but I only like to see one particular therapist. Again, I see this woman every single month. It was only when I told the manager that I will take my business elsewhere if I am not rescheduled to see my specific therapist that a spot magically opened up the same day, at a different time. It sounds like they’re playing favorites with certain clients. How does someone go from fully booked to a spot opening up? I am sure a different person was cancelled. Just a game of musical chairs. I am only returning to this Hand and Stone because I truly love my therapist, but management is clearly lacking in the customer...

Poor communication and wrong info.. I have been using them for the last 4 years on and off. Last time i was there was in February 2020, before Covid hit. Called recently to see how many visits i had left since i knew i had a few left before everything was shut down. First phone call i was told that my acocunt was deactivated in march because my card was not working and they tried contacting me. could use my visits over the next 4 months since my account was deactivated. I was told they tried contacting me however the last time I spoke with them was in march. The ONLY time i spoke with them was after the Huntington st patty parade as i was sitting down for dinner. Told them i would call back. Unfortunately i ended up in the hospital with food poisoning and forgot. Then i get a call saying that my account was suspended in January due to the card not working. Funny thing is that they charged me in January and i was there in February. So now the lady i was talking to was completely wrong and also trying to tell me i have no sessions left when i knew i had 4, plus the lady from last week said i did. Ive lost out now because they dont know what is going on and Now they are going back on what they said. Dont like being told one thing, being lied to and Now not following through which means i lose out. Not worth my time and not...

The massages I have received were very good and the place is very clean. However, I received gift certificates for 80 minute massages and I booked 80 minute massages only to get there and was told that it was for a 50 minute massage. This was 3 times in a row. Then I wanted to use the extra money for a hot stone massage and this was not given. Mind you they email to confirm but fail to mention how long the massage is for. So, I book any other massage for a Sunday and when the manager calls me about my situation to apologize she tells me they don’t give massages for 80 minutes on Sunday and then has the audacity to tell me in the future not to book 80 minute massages on Sundays. I tell her she should tell her employees not to book 80 minute massages on Sundays and she tells me they are aware of this. I say then why did then book me for an 80 minute massage last night. The manager offers me a complimentary massage for the next time I go there. I will see, if they get this correct, I have my doubts. The massages are very good and the place very clean but they need to tighten up there scheduling. The point of a massage is to relax and this has been...