Hand & Stone Massage and Facial Spa — Attraction in West Bountiful

I called and scheduled a facial for 12N. The scheduler advised me to come in 10 minutes early to complete paperwork so I wouldn't run into my 60 min. session. I arrived at 11:50. I was taken back to the room at 12:05 by Tori. She BRIEFLY went over my form and asked me what I wanted to get out of my facial...I thought ummm, I want to look 10 years younger (joke). I wasn't quite sure how to respond, to me it's kind of obvious when you are getting a facial. She left the room and instructed me to remove my shirt and situate myself in the chair. That took me about 2 minutes to accomplish. Tori didn't come into the room again for 5 minutes. By this time it was 12:13 PM. She up sold me to a microdermabrasion for an additional $40. She started the facial and was done by 12:45...a total of 33 min. I was told the session was for 60 minutes. When I checked out at the front desk with the receptionist, Tori had not only added the $40 but another $20 for some kind of collagen something. Tori did not explain to me she was charging for something else. The $20 was removed. The receptionist asked me if I wanted to purchase a package deal for a months worth of 60 minute sessions. I told her my session was not 60 minutes but more like 35 min. She explained that 10 minutes of the 60 was used to review my needs. I told her Hand and Stone personnel should notify customers that the session was not going to be 60 minutes but 50 or in my case 35 minutes. This is just a "heads up" because I felt totally ripped off. I will not do business with a company that misleads their clients.

UPDATE: After the manager reached out, I agreed to give the Spa another opportunity to make things right. I scheduled another facial with Jade. There was a stark difference between the two different facials I received. The session with Jade was 50 minutes, as it should be. She reviewed what I was currently using on my face and any issues I have with my complexion. I again requested the microdermabrasion. This time, Jade used three difference microneedle attachments instead of just one as Tori used. After the facial, my complexion appeared much smoother and softer. Hands down, this facial was what I was expecting and left the Spa very satisfied with the results. I updated my rating from 2 stars to 4 stars but I would have preferred 3.5 stars...

I booked a massage online with a Jamie thinking it was the therapist I had before it was the same name. It turned out to be a horrible experience. I started with the session and the therapist hands were cold, the lotion she used was cold too. she had an awful smell, she started the massage and after a while she stop using one hand and was doing something else with the other hand. I was so confused, I could feel she was doing something else and not focusing in providing a great service. After a while the therapist stop moving, I looked up and saw her asleep with one hand on my back, almost falls on top of me. As a customer I felt so bad, paying for a service and trusting someone who apparently didn't care for customers. after talking to management I decided to go back for another massage and give hand &stone another try. at arrival I asked if my husband could be in the room with me, they said Yes, but the manager came into the room and said he couldn't be in there, I explained to her that after what happened last time, i just wanted him to be there and monitor what was happening with me, i needed to trust the place after they treated me as if I am not worth of respect. I said, fine Ill cancel and leave. the manager Meghan seemed very upset, and when I came to the reception she had cancel the membership already, that quick which was fine. I realized why the employees and therapist disrespect customers, if the manager is so lack of people's skills. she started raising her voice and expected me to calm down, I said why are you upset afterwhat happened to me if I am the customer shouldn't you empathize with me, and she said, I had to terminate my employee. I was so harrassed by the manager, discriminated, humiliated as a human being. This manager totally mistreated me and it was obvious she was upset with me already. I am so sad and upset that this behavior is allow, I should've been respected, if I am white, black, latina. The manager didn't care, my previous horrible experienced, she obviously discriminated against me for being Latina, plus I had a mexican face mask. It was obvious her behavior towards me, she is a prejudice and don't believe a Latina deserves the same...

I have had a lot of stress and have gone through some hard emotional things lately. I was so bad that I knew I needed to do something to help. My husband suggested getting a massage. I didn’t want to wait. I needed somewhere that could get me in the same day. I tried a few places near me and either they didn’t have an opening or their website was hard to navigate to schedule a time. Then I saw Hand and Stone took walk in so I hoped that meant I could easily get in. I called and made an appointment and the lady on the phone was so sweet and helpful. I got an appointment and it was quick and easy. I went in a couple hours later for my first visit. The lobby was nice and the front desk service was very good. I decided to splerge and get the hot stones. It looked nice but I have never done it. I don’t get massages often. Amanda was the person giving the massage. She was very laid back and easy to talk to. She made me feel comfortable. The massage table was headed! It was comfortable. I loved the hot stones. I don’t do well with a lot of pressure. I’m a wuss. The hot stones heat have the effects of a deep tissue massage without the pain. It was very relaxing. After I was like jello. I walked right out and signed up for a membership which is totally not something I would normally do. I highly...