Hand & Stone Massage and Facial Spa — Attraction in Tukwila

Booked a massage for my boyfriend as both a birthday present and as a way to help him relax since he's had a stressful time dealing with partial unemployment during COVID. It was his first time getting a professional massage and he was really looking forward to it as a special occasion to help him have some relaxation time.

I booked a specific massage that was advertised as a Himalayan salt rock massage. He went in, showed them his appointment details and confirmation. They easily found the appointment I booked but then when he came out he immediately called me to confirm (before assuming they made the mistake) that it was what I had booked for him. Apparently he spent the entire massage thinking maybe it will be next and the masseuse never asked about it or did anything besides a basic message. Had it not been a gift he would have said something about it during but he didn't want to assume that the spa was at fault until he was sure it was booked differently than what he received. He was also not familiar with this being his first time getting a massage so he wasn't sure if he misunderstood the difference with the hot salt rocks a normal one.

I called after and they implied that it was a miscommunication on his part (a kind of rude assumption since he is Spanish bilingual) and said all they could do was give us an "upgrade" if we came back in for another massage? Not really a resolution to ask you to pay for another massage after they already made a mistake on your booking. Thats like asking someone to buy a second meal in order to get the tomatoes you ordered. I'm not sure where the miscommunication was but it was not with my boyfriend since all the therapist asked was if it felt good, if he wanted more pressure, etc.

What was supposed to be relaxing ended up being stressful since they ignored what was booked and just did what they wanted so my boyfriend came out of it confused since I had talked about it like it was going to be a nicer massage with the salt rocks and that never happened. It was even an online booking so in writing, not just over the phone. There was no miscommunication since the massage therapist never asked him anything regarding "add ons" as they claimed it could have been on our part but a lack of accountability as a business from them.

The receptionist tried to say that my boyfriend declined the "add ons" initially which makes no sense since it was BOOKED as an actual massage that way and not as an add on service and also it was a gift so why would he decline if he knew I was going to pay for it? Then she changed her story and said that she didn't know what conversation happened with the therapist and him....which was none because they didn't talk about anything he just got the massage. The therapist never asked him if he wanted anything in addition to his normal massage. Again, a little insulting that they tried to blame his communication as some type of excuse for their mistake. You shouldn't have to communicate on something that was booked in a specific way outside of confirming but no attempt was made from them to try and confirm outside of looking up his appointment which said it was booked that way to begin with.

And I want to add that it is not okay to imply from what I thought blame someone with an accent for a miscommunication JUST BECAUSE they have an accent. Again, all of this was just my observation and opinion based off what happened but it did not make me think highly of...

Update : I believe she said she was the regional manager. She called and talked to me about this situation. Her tone of voice was completely different, definitely sounded like she cared about the experience and made me feel like it wasn’t my fault which I really appreciated! ——————————————————————————

Zero stars. place is full of people who think they can talk down to you because they believe they are right when in fact ... they are wrong. Booked three massages weeks in advance. Apparently the girl who took the phone call was new and alone. she booked me and both my guests under the complete wrong accounts (the names weren’t even close to correct) apparently the manager tried calling the day before to my move appointment times to squeeze in another last minute customer. They called the number on “my account” and some random person answered and told them they didn’t book three appointments so the manager decided to just delete all of my appointments even though I had called to confirm and my mother had called to confirm the time AND exact price so she could pay since it was my birthday. The other women at the desk told me they deleted my appointments because there was no card on file so I’m not too sure which story is accurate but I’m going with the managers story since when I called she talked to me like she was about to put me in my place for not giving them correct information. When we went over the info on the appointments and the manager realized her associate messed up every single thing on all three appointments she still had a “I don’t care, I don’t care about the outcome of this phone call” attitude. In no way did she try to sound the littlest bit apologetic or try and gain any trust back from a long term customer. Just threw out there he girl was new and I can have 20% off. I don’t want 20 % off, I want you to understand how your rudeness and your teams terrible customer service affects people who put their money and time into your company. Thanks for ruining my birthday. Glad my sister flew from NJ and my friend drove 5 hours just to get turned away and you and your associates attitude problems. It really wouldn’t have been too hard for anyone to show any kind of empathy and I still would be a happy customer. Glad I found massage envy because this experience ruined all hand and...

Loved my facial with Courtney but I scheduled 4 services in one evening: 80-min Hot Stone, Clarity Facial and Foot and Hand Add-On. Got done with my facial and was guided out to the lobby. Was told that they had no record of my other scheduled services. Showed proof that I had scheduled all 4 at the same time and the tone was apathetic. They did offer to comp me for an extra service(whopping $10) but other than that the front desk clerk seemed to be indifferent about their screw up. I asked if someone was available tonight and she said no despite the place being empty and still open for another 2 hrs. And the next appt was Monday which is a no can do. I scheduled for today because this was the day I had and after the week I had it was much needed. Add insult to injury I’m watching the massage therapist sit at the front desk carrying on a conversation with the receptionist in the very empty lobby for which it was impossible to provide the service in which I scheduled on the night and time I scheduled it.

Didn’t have these problems at the one in Ballantyne...