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

I’m a Hand & Stone member based in Virginia and usually book massages there, though I’ve also visited several other Hand & Stone locations while traveling. Today was my first time at this Hawaii location, and I’d like to share both the positives and the areas that need attention. I booked this session on the Hand and Stone App and was happy to get a same day appointment.

First and foremost, Eloisa was outstanding. She gave me one of the best deep tissue massages I’ve ever had—thorough, attentive, and perfectly balanced in pressure. She checked in regularly to ensure I was comfortable and tailored the session to my needs. I would easily give her six stars if I could, and I’ll absolutely ask for her again next time I’m here.

Where this location falls short, unfortunately, is the front desk experience. At every other Hand & Stone I’ve visited, the front staff have been warm, welcoming, and engaging—offering a smile, water, and a bit of friendly conversation. Here, it was the opposite. The staff member who checked me in was cold and uninviting, as though helping me was an inconvenience. When I first arrived, she didn’t greet me, only asked, “What can I do for you?” After I gave my name, her only follow-up was, “Do you need to use the bathroom?” When I said yes, she simply replied, “You know where it is,” assuming I was familiar with the facility. I had to explain that I’d never been here before and that triggered her to showed me.

When my massage ended, there were a few customers at the counter. I was directed back to the same staff member who had checked me in—I had hoped to interact with the other staff member, but she was busy with another client and directed me back to the same lady that checked me in. Once again, there was no acknowledgment of my service: no “How was your massage?”, no offer to rebook, not even a simple “Hope you enjoyed it.” The entire interaction felt transactional at best and dismissive at worst.

In short: Eloisa is the reason I would consider coming back—but the front desk team needs serious improvement. They are the first and last impression for every client, and right now they’re sending the wrong message. A little warmth, basic hospitality, and genuine customer care would make this location live up to the Hand & Stone brand I’ve come to know.

I am giving this vist four(4) stars Only because of Eloisa! If the massage was just good or ok, not Exceptional as it was, this would have easily been a 2-star review.

v/r,...

The staff is great. Ownership is not. Even tho front desk and estheticians provide A+ customer service, I cancelled my membership because I was never able to track any of the original benefits I was promised on enrollment and I could not get any answers. They continued to charge my card every month.

I have documented many calls trying to ask them to cancel and reimburse. Today after 8 months, they emailed me a copy of my original agreement?? Despite being promised that the manager then the owner would get back to me, I never received a call back.

I've checked in with other people who have had the same experience: automatic charges; they don't honor the promised benefits; they aren't open half the time - even when people are looking for services; looks like they may be going out of business.

I feel really bad for staff who may be losing their jobs, but I feel like the administration should still do what's right and refund the months of charges they made against my account After I had...

I was meant to have a facial and was looking very forward to it. I had to set up a babysitter and was on my way there. I was running about 10 minutes behind and realized that the parking was going to be farther than I had anticipated I was called by the spa and told that they were canceling my appointment and moving it hours later. I explained I have a babysitter and I can’t do that. I then proceeded to let them know just to cancel my appointment and then I was not The fee because I was on my way and only 10 minutes late. They then proceeded to charge my card the fee after they canceled my appointment when I called them 40 minutes before my appointment to let them know I would be 10 minutes late. They told me that they could have my appointment, but it would be half the time and I would pay the exact same. I do not recommend. I will never go there again, and I will make sure my friends from the island that I live on we know that this company is not only outrageous but absolutely an...