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

Horrible experience. The front desk staff were great; however, the massage therapist was obviously inexperienced, and quite honestly, shouldn't have been practicing. I got the hot stone massage (which I've gotten elsewhere), and it was AWFUL. The therapist didn't use the amount of pressure I requested, and quite frankly couldn't because she slathered me with so much oil, the stones kept slipping and sliding out from under her hands. On top of the oil already on my skin and the stones, I listened as she pumped no less than SIX times prior to dumping it on my back. EVERY TIME. Her movements were jerky and erratic, and by the time she was done, I was more stiff from the stress then I was before I walked in there. I called later that night to lodge a complaint (after TWO SHOWERS)... and it took the 'manager' 3 days to get back to me. So, once he did call me back, he vouched for the therapist's experience level - and assured me she was qualified and highly talented - but then told me he hadn't even spoken to her about the appointment yet... wait, huh??? Makes sense. Seriously. Anyways, he didn't offer me an apology OR a refund, but told me I could come back in and pay an ADDITIONAL $70 for another massage... but then told me that any other service I wanted in addition would be free. That's this shop's idea of compensation for an extremely dissatisfied and unhappy customer. Right. I went so far as to write to the corporate site - and while I did receive an inquiry back within 2 hours (so it can't be that hard for hand and stone to provide good customer service...), I was also told that each store was individually owned and operated, and therefore basically makes their own rules for operating their businesses. Bottom line - I'll NEVER return. Clean office, good location, horrible customer service, and their management team has no care or concern for their customers. Wasted $120, plus two showers to get the goop off, and an hour of my life that would have better been spent elsewhere. Which is exactly where I'm going next time. My recommendation to everyone here - try My Body Needs instead. Locally owned and operated, the store owner is almost always at the shop, they CARE about your experience, they LISTEN to your needs, and value...

I do not generally like to leave bad reviews but I am baffled by the low level of customer service provided by this particular location. I have patronized Hand and Stone for almost 10 years and this location has by far been the worst. A friend of mine called to inform that she booked a massage for me with her massage therapist on 6/6/23 and to reschedule or cancel if I could not make it. After calling several times and no answer I finally got through to someone and informed that I called because I could not make this particular time. I informed that my appointment was scheduled by someone else and that I would like to know my options in regards to rescheduling or canceling. I informed that if I had to I would try to come in because I do not want to pay for services not received but that today just wasn’t a good day. The representative said no worries we can cancel the appointment for you with no penalty this time as I do see a note here that someone else scheduled the appointment. I confirmed with her that I would not be charged and continued my day. My friend later shows up to her appointment and is told by the front desk attendant that they would have to charge her card. I called back to address the matter and another rep informed that the manager had a conversation with the employee after our conversation and informed her that she must charge me. There was no call to inform me of this change so that I could possibly make it. The rep took my information claiming that the manager would be contacting me. Not only have I not been contacted, no one has answered my calls since. Miscommunication from an employee to a customer should not result in the customer being punished especially without proper notification. It is the manager/teams job to ensure that each employee has the proper training and is providing correct information. I will be sure to no longer recommend this location and to share my experience with others. Also I called the day prior to cancel and no one answered. It took me 4/5 calls and 2 different phone numbers (443) and (410) to get through. Just don’t book here. If you need to make changes no one will answer the phone so that you can do so and then you’ll...

It was my first time getting a facial, so i wanted to get it from the best place i could find in my area. I was told by a friend thay Hand&Stone are very good. The clsoest one to my house is little over an hour away, but i still drove because i wanted the best experience as it was my first. I went with my mother and myself, My appointment time was 2:00-3:00, we was in the building by 1:55pm, filled out the paper work and was ready for them by 2:05. As Toni took me to the room, i was on the bed by 2:07pm, i think they should already be ready and prepared for me as i am ppaying for the time, so i want the whole 50 mins if i am paying for it. Anywho, she started the facial 2:16pm and we were done by 2:45. I was dressed and out of the room by 2:50. So if i am paying for hour, why i was done with in 30 mins? I know the first 5 mins and the last 5mins is when they are supposed to prepare and talk but the 50 mins they are supposed to do facial, from what i was told. My mother on the other side was extremely satisfied, she went in at 2:10 and she was in the room till 3:20. Now thats an exceptional service thanks to Ari(Arian) for taking care of my mother. As i didnt want to upset toni, i told my about my experience but she went ahead and notified the manager, and all the manager has to say was “i can offer you $10 off next time” and i even asked can you take care of it this time, and she said you already are getting the discounted price. As they have special for first timers. My mother was sooo satisfied that she wanted to sign up for the monthly plan but i stopped her. I am not happy and i would not recommend Hand&Stone from my experience to anyone. I shouldnt have to pay for 1 hour and be out of the room with in 30-35 minutes.kind of upset, because i was expecting excellent service as my mother received. Dont get me wrong Toni was great but i just think i should have gotten my whole 50 mins if i am...