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

This place will steal your money and the receptionists are incredibly rude.

My husband called to cancel his account prior to the pandemic. Hand & Stone confirmed it canceled. January 2021 rolls around and my unbeknownst to my husband, Hand and Stone reupped his membership after confirming it was canceled. He called in May to have this rectified and money returned. Hand and Stone stated there was nothing they could do except cancel it moving forward and keep the credits for the previous months on file. However unfortunate, this was the only option.

My husband used one credit in April and then fell ill and had to be hospitalized. I called in May while my husband was in the hospital because Hand and Stone, a second time after confirming cancellation, charged my husband the monthly fee. The woman I spoke to was sympathetic and said she would have the manager call me back. I never received a call from the manager. Now June's here and my husband is still getting charged.

Speaking with the receptionist this morning, I explained the situation and how I had a previous conversation with another worker there. She told me that there were no notes indicating this with an overt snide attitude. I said ma'am that's no way to speak to the customer, I am telling you what happened- I have no reason to lie, and you're going to be rude and give me attitude.

The receptionist responded with "well, you're being rude and the customer is not always right."

COVID really brought the worst out in people but this was a new low for a lack of humanity. Will never be returning to any Hand and Stone location ever due to this individual souring the reputation and character for a place that is supposed to provide relief from stress, relief from pain, serenity and calm - to say this horrible service is an understatement. This receptionist should never be hired for any customer facing role ever again.

To be frank, I'd rather hit up a Massage Envy then deal with that kind of abrasive, aggressive hostility from a human being ever again. You'd think they would want to promote the opposite kinda of atmosphere - considering we can use all the kindness we can get in the world nowadays. This receptionist is the opposite of that - no understanding, empathy, or compassion.

Good luck maintaining clients when that kind of attitude is what's representing the face of your company and is the first thing clients see/interact with when they come...

I stopped into your downtown Denver location today to cancel my membership about an hour ago. There were no customers ahead of me, yet your front desk didn't acknowledge me at all. A few minutes later a man came out from the back and asked if I had been helped--I hadn't. I explained to him that I had gotten a new job with free massages as a benefit so I no longer needed my membership. I filled out the papers and brought them up to the desk and was still barely spoken to. They told me to wait in the lobby and I sat there for half an hour before one of the women at the front desk came over to tell me that I hadn't needed to wait at all. I asked if I could transfer some of my massages into gift cards (I had been told by a former employee that this was possible) and she told me, "We don't do that. The only thing you could do would be transfer them over to someone else. Except you lost all of your membership benefits so you're not allowed to do that. All you can do is use them yourself within 90 days." I've been told before that this company is awful, but I hadn't fully believed it until now. I have 8 months of massages that I haven't had a chance to use and was looking forward to gifting some of them to others. I know for a fact that other massage companies are able to do this. At this point the only reason I'll book anything is so that my money wasn't wasted. I will definitely be telling everyone about the awful service that I received and how unhelpful...

Edit: The business responded below as if they were going to resolve the issue. I reached out. They didn't respond. This appears to be 'review washing' and I have adjusted my original review to reflect that. Unfortunately my review is based on the corporate policies and not the therapists. I hope they can find more supportive employers elsewhere. Very disappointing. I would happily support these therapists at a different spa. Hand and Stone is a scam.

My husband and I were members here for 3 years. I only came here to say that while the massage services we recieved during our membership were lovely, the membership itself was a waste of money. When it came time to cancel because we moved, they made it so difficult and we ended up losing a lot of money in unused credits we were unable to redeem or transfer. It is just like everyone's cliche 'quitting the gym' story. It is sad to write because the front desk staff and massage therapists are very friendly and dedicated, I just ended up leaving with a sour taste in my mouth and would just never recommend this company to anyone due to their difficult and...