Hand & Stone Massage and Facial Spa — Local services in Alameda

This was my first time at Hand and Stone and I found them on Google. I have been experiencing extreme tension in my left neck and shoulder area and this is what prompted me to schedule an appointment. When i called to make a same day appointment. I clearly communicated that I had lots of discomfort and tension in my left and shoulder area and I would like to ensure it was a deep tissue massage. I was willing to pay the additional cost.

I showed up early. The place smelled amazing and was greeted with a warm welcome but my issue and why I am giving this only 2 stars is that they didn’t listen to my concerns. Nor did I get my full 60 mins. All they cared about was upselling.

I filled out the intake form which I again stated I was there for my left neck and shoulder area and needed deep tissue. I also typed in and verbally communicated the areas of my body I don’t like touched. (Head and feet) Once in the room she asked me a couple questions where I again told her I was here for my left neck and shoulder area. I looked at my phone when she left for me to change and it was 2:49p (I had a 2:45p appt) Let’s say the massage began 5 min later (2:54p). I did NOT get a deep tissue massage. She spent more time on my legs and feet which I was clear I didn’t want massaged and ended the session at 3:41p. I actually with more tension. It felt like she was just moisturizing my arms, back and legs with oil. I was so frustrated. Only after the fact did the lady at the register say “oh, next time we can do the deep tissue” but why wasn’t it done this time? And why didn’t the masseuse say something while we were in there??? She overlooked my concerns and tried to sell me on a membership. Then asked if I wanted to leave a tip. I paid $100 for nothing. I took a muscle relaxer when I came home because I felt worst than when I initially walked in. I will be requesting a refund and...

I've been going to H&S for awhile now and while I've enjoyed my massages, and think the facility is clean, cozy, and the therapist great. I still have some issues with how the place it run. I always seem to get charged for things the therapist alludes to at the beginning of my service that I won't be charged an extra cost. Then I get to the counter at the end of my session and sometimes owe between $40, $20 in addition to my membership massage. I've also asked for my membership be put on hold in person twice to hold charges for a couple months so I can catchup with my banked massages and I just keep getting charged, due to some form they need to send me that I still haven't received. The staff is constantly suggested that I double up on my services or use up a massage for add ons, but don't feel like it's an even swap. I also agree with a few of the other reviews on start times, while I read that clean up and prep are part of my service I don't feel the prep of the last persons service should go into my service time. I have sat and waited in the lobby for up to 10min before my massage start with no extra time on the other end of my 50 min. While I love how the therapists ask you what part of your body is in need of more care, I don't really like that that's the only place that seems to be worked on over a 50 min. session. I feel like I've never had a full body massage yet. Sorry for the rant, but its the way I'm feeling at the moment about my experiences with H&S. Again the therapist, massages and facility are great, guessing I just need to be more aware of potential extra costs, shorter service times, and speak up on wanting a full...

I had the misfortune of dealing with Hand and Stone Massage in Alameda, and it was an absolute nightmare. If you value transparency, honesty, and good customer service, do yourself a favor and avoid this place like the plague.

First off, their pricing structure is deliberately opaque and full of gimmicks. What appears to be a simple, affordable service quickly turns into a labyrinth of hidden fees and deceptive costs. There’s no clear explanation up front, and before you know it, you’re charged for things you never agreed to. They reel you in with a seemingly decent membership offer but bury extra costs in the fine print—costs you won’t discover until they’ve already charged your card.

The worst part? They make canceling your membership next to impossible. They don’t allow you to cancel in person or over the phone with anyone who can actually help. Instead, they require you to schedule a call with a manager—on their time, not yours. I was told, “The manager will either call you on Sunday or Tuesday.” Seriously? I have to plan my life around their whims just to end a service I no longer want?

And good luck getting through to them. It seems like they intentionally make it difficult to speak to anyone with authority, hoping you’ll give up in frustration. This isn’t just poor customer service; it feels like a deliberate, predatory practice designed to trap you in a membership with non-consensual charges that you have no control over.

Save yourself the headache. There are plenty of other massage parlors out there that don’t rely on underhanded, manipulative tactics to make a quick buck. Hand and Stone Massage in Alameda is not...