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

I’m writing this very long overdue review from my multiple experiences with Hand & Stone. I normally go in for facials, but have also had a nice deep tissue massage. I’ve visited Eliana (esthetician) once, but have made Jenny my permanent esthetician! Although I’ve only had once encounter with Eliana, she was a delight! Jenny is wonderful! Jenny is detailed and really allows myself to explain any concerns I’m having and/or bringing to my attention things about my skin that I wasn’t aware of to light. Jason, my massage therapist, was also very helpful and targeted all the areas I was experiencing discomfort. My experiences with the actual provider them self have all been great. Unfortunately, I haven’t had a positive success record in regards to receptionist/up front staff in charge of answering incoming calls and scheduling. Today, for example, I called in regards to seeking an appointment with Jason and another massage therapist recommended to me. The individual who answered the phone, I believe her name was Alyssa, initially greeted me in a standard manner. I told her who I was and I asked her what was available for Jason or the other massage therapist and I promptly received a response saying “Jenny isn’t in today.” While I appreciate being informed that Jenny wasn’t in, that was not the reason for my call. Perhaps listen to what it is the client/caller is asking intently before rushing to answer. While on the phone, there were moments of awkward silences and from working in establishments with scheduling/call experience, I knew she was sifting through the schedule to find the first available opening, but I would have appreciated perhaps a “I apologize for the wait. It appears both therapists are either full or not working on __ dates. Thank you for your patience.” Although both therapists were unavailable within the time frame for what I was seeking, the lack of phone etiquette deterred me from scheduling at all. While this may not reflect every individual of this staff, it does show there may be a disconnect in regards to client/customer service etiquette. On the other hand, on the occasion where I was wanting to know Jenny’s availability, I pleasantly spoke to Stetson. He informed me of her remaining openings and even went out of his way to let her know I called. He was very personable and nice. 4 Stars for service provided by estheticians & therapists, but lacking an extra star due to client/front...

I had been a member for 2 years, service was pleasant enough. The first 2 times I went the masseuse were average, third time I got Drew and he is the best in the business. Oddly enough the manager has no record of my first 2 visits, asked me if I used a different name, odd because I only use my name when giving my name, it tells me something about their record keeping, because I was there. Drew was great so I signed up for a membership. Things have been good because of the masseuse not any other reason. Unfortunietly for H&S Drew left. I didn't feel comfortable returning for an average massage so I wanted to cancel my membership, Spoke to Zoe Johnson Membership Specialist who was very annoyed that I was asking to cancel while I had placed my membership on hold. I explained I didn't want to return, not a great experience with other masseuse, so why would you charge me another month? Her answer was not satisfactory to me so I asked for her supervisor to contact me. Zoe Johnson said "yeah" and hung up on me. I called back asked for the manager Ashlie Holbrook to return my call, I didn't hear back the next day so I called again, 2 days later I received a return phone call. Was told the same thing about contract and notice. My question is why would you want an unhappy customer, why would you want to charge me another month, why have an unhappy customer leave a bad review? Her response was long but boiled down to Drew talking with his customers about leaving, contracts, me threatening her if I left a bad review, and finally the masseuse are just employees and its not their business. How sad that employees don't really matter, the way she spoke about the masseuse's indicated that collecting money was more important than the employee. I asked for the name of her supervisor and she refused to provide it to me, said she was the boss. After asking three times, she told me her supervisor was Tara McClain. This is a long bad review. H&S will counter back saying they provided good service, refer to their contract, and probably marline my character. Nothing can get around the poor customer service, poor management skills of their managers, and the fact that in the end to hear what they really think about their employees was an eye opener. Things seem ok until you want to leave...

This place has completely lost my trust as a customer, and I will never book outside of my preferred therapist again. About a year ago, I had an incident where I was left absolutely traumatized by my massage, due to the therapist. A manager never reached out to me then, so hopefully by leaving this review someone will contact me this time. Because of the previous incident, there was supposed to be a note in my file that I was NOT to be seen by one of the therapists. Over a year has passed, and I wanted to book a couples massage for my birthday. I do not remember the name of the therapist, and from over a year ago, and do not remember exactly what she looked like. My preferred therapist was not available for my birthday, so I trusted the receptionists at Hand and Stone to book me with a similar provider. They booked me with the therapist that left me traumatized, violated, and sobbing after the appointment- the person that was supposed to be in my file explicitly stating I was not to be seen by this therapist- and to my surprise when I left crying again, and complained to the receptionist- there was NO NOTE. When both providers stepped out of the room, I asked my husband if he recognized her from the previous incident because she looked familiar but not in a good way. He unfortunately did not recognize her, and so I proceeded in hopes to have a relaxing massage for my birthday. I wish I hadn’t. I wish I had taken action or asked to go to the bathroom. For half of the massage, the button is not accessible. The room was freezing, I was extremely uncomfortable, I did not want to be rude or disturb my husband. I realized about 10 mins in that it was the same therapist, raking my skin with her knuckles, rocking and pulling at my body, and lastly, touching below where is acceptable on my chest (accidentally), but unmistakably so, at the very end of the massage. I am absolutely horrified. I do not think this person is qualified to be a massage therapist, to be...