Hand & Stone Massage and Facial Spa — Local services in Dr. Phillips

We've been members of Hand and Stone for at least 7 years and yes, it's time to stop paying monthly for something we don't use. Why didn't we use it? Because we signed up at the downtown location and that was fine, then we moved to Clermont and the H&S is not that great. We do A LOT of DIY and every month, we think we'll go use the massage-- somewhere. In Clermont, the massages are just okay and the front desk staff is best avoided (I got scolded for walking in last year to make an appointment because it never worked online, but they weren't taking "walk-in" appointments. That's understandable, but the girl was so rude and acted like I should know that. How about a sign on the front door?!). What does this have to do with the Dr. Phillips location? I went on a frenzy to book up the outstanding 10 packages we have and pretty much booked anywhere I could over the next two months. Since I had a dr's appt in the Dr, Phillips area, I went ahead and made an appointment at this H&S location.

The difference between this location and the others in Orlando is night and day. The front desk staff were fantastic-- zero frustration or simply annoyance at being there, or even worse, YOU being there. They were very sweet, offered water, etc.-- everything we used to get at H&S and no longer expect at the other locations.

My masseuse was Amanda and although I went in for relaxation, we talked about books the whole time, which I actually think I enjoyed more than the massage, although she worked out some knots in my upper back with her thumb that definitely helped considerably. The scalp massage was to die for.

The point of all this is I was ready to cancel these memberships and as I was online today, changing a bunch of appointments to Dr. Phillips and trying to book Amanda for most of them, I considered keeping the membership, despite the distance. Plus, I found plantain chips at the Trader Joe's nearby and will be needing more, so I have a good reason to return to this location.

If you're on the fence with H&S, especially due to past experiences at other locations, give this one a try. But good luck getting Amanda because I'm...

First off let me start by saying, I have been a member at the Dr. Phillips location since they have opened. I have had two AMAZING therapist, but unfortunately they left. I was told that Mary was equally as good as the other two therapist that I have been to. So let me start from the beginning, the headrest in all my years have been flat, Mary wanted my head to dip down. I told her it’s very uncomfortable and I can’t breathe, can we please adjust it? She said it’s good like that, it gives the neck a nice stretch. I told her again I can’t breathe please adjust it. She then adjusted it a fraction and said that should be fine. It wasn’t! I asked her repeatedly not to touch my hair bc I have hormone issues that cause my hair to fall out. She touched my hair more times than I can count even though I kept on asking her not to. I was so upset and frustrated I lifted my head to see the time bc I wanted to walk out, but didn’t know how to go about it. So I laid there… for more torture. She kept trying to get out this one knot out on my back for literally 40mins, I repeatedly told her not to. I said can you please stop trying to get the knot out of my back and use your hands or palm instead of your elbow. She didn’t know how to respond so she just went back into the knot with her elbow. At the very end… she wrap my neck in a towel and started doing very uncomfortable stretches which caused me severe vertigo. The whole appointment was a nightmare… a big nightmare that I paid for. I did leave her a good tip, because I felt bad. I have never been in a situation like this and I didn’t know how to handle it. After talking to many people I shouldn’t have tipped her…. And I sure hope the establishment will rectify this situation. I now am stuck with extreme vertigo and clogged sinuses from all the blood rushing to my head for 50mins. I am not afraid to get another...

I liked them for the first visit, the massage was actually good however I did not sign for their program until the following week. Went ahead and have my second massage and the experience at this time was horrible. I tried to schedule the massage with the first person and they stated she was booked until April. When I went for the second massage I was charged on the spot so I assumed they will charge my credit card every time I received the service. I noticed my Credit card was charged 2 days ago again, I called to let them know I did not receive any services, which they explained to me that this was part of the program and now I could go ahead and schedule my next appointment which I did in 2-3 days after my call. I stated to this person that I may have had an appointment but I was not sure because I did not receive any text messages or reminders. I had multiple text message reminders for my second appointment. I did not received any reminders for my first appointment because it was a surprise gift. Granted I had a friend that told me she had a bad experience there but I wanted to try their services. I received a phone call 4 hours after my call today and she stated I have an appointment for today at 5:00 pm, then the system texts me as well at 3:15 pm that I have an appointment at 5:00. I tried to make it to the appointment and I was 20 minutes late, so I suggested since this was all a misunderstanding to maybe keeping my appointment to 1 hour or re-schedule for other day. NO COMPROMISE FOR CUSTOMER SERVICE AT ALL. IF YOU WANTED TO BE TREATED WITH RESPECT AND CONSIDERATION,THIS IS NOT YOUR PLACE. NO RELAXATION OR DECREASING...