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

WORST "SPA" EVER! PLEASE REVIEW THE LOWEST REVIEWS FIRST SINCE THIS SPA HAS NUMEROUS SCHEDULING ISSUES. I had multiple issues. First of all, some of the therapists are not certified and they make you sign a waiver, which they do not post on their website, probably because it's not legal. I had planned on making a complaint with the Better Business Bureau, but not surprisingly, they're not a member. A girlfriend booked a massage and facial for the both of us so that while one was getting a massage, the other could get a facial. My friend couldn't verify the appointment online so as a precaution she called to make sure they had everything correct. Come to find out on the day of our appointment that they did not have the times correct as booked but the manager "Kayla" insisted that my friend made the appointments at 1 for both of our massages and at 2 for my friend's facial and at 3:15 for my facial. Why would anyone do that? It makes no sense. I informed Kayla that I never received a confirmation of the 3:15 appointment and that I would like proof of the confirmation and she acknowledged that I only received one confirmation for my appointment at 1 and it said "services". I informed Kayla that if i had I received a confirmation for an appointment at 3:15 that I would not have confirmed it because I'm the sole caregiver of my elderly mom who is bedridden and I cannot be away from my home for too long. Kayla could care less. I was informed that I had to pay a late cancellation fee even without me receiving a confirmation email with the second appointment time which is important when they will be charging you 50 percent of the cost of the appointment. I don't think that it's unreasonable for a customer to expect to get two confirmations for two different appointments, especially when they will charge you a late cancellation fee if the time is not correct. I informed Kayla that I will be disputing the charge with my credit card company and writing a review. I also informed Kayla that I am in a business where I charge for late cancellations and I would have no problem honoring their fee with proof that I was aware of the second appointment time which she could not provide. Apparently Kayla and/or this company has no integrity whatsoever. Fortunately for the uncertified massage therapist that I had I do have integrity and even though I have definitely had better massages, I still left a tip which was less than I would usually leave but I wasn't satisifed with the massage and I was being charged $40 for a late cancellation so the therapist was lucky to get anything at all under the circumstances. Do yourself a favor and book a massage at a company that uses certified therapists or risk one of their uncertified therapists injuring you in some way. I don't know how this company is still in business or how Kayla...

I scheduled a deep tissue massage, apparently the "experienced therapist" lacked working knowledge of this technique. The "therapist" repeatedly used her elbows over boney prominences resulting in tremendous pain & severe bruising. When I asked her stop, she denied using her elbows, then did it again...5x. I was wincing in pain, actually let out a yelp & told her that I could feel her using her elbows & that she needed to immediately STOP pressing them onto my spine, scapulae & ribs...& to STOP aggressively digging them into soft tissue ridges. Immediately after this, she LITERALLY scratched me several times, breaking the skin's integrity which resulted in scabbing. My husband & I were horrified when we saw the resulting bruises & skin breakage resulting from this incompetent individual. It turns out that I literally paid to be assaulted at Hand & Stone's Middletown location. To top it off, the receptionist informed me that they were going to use 2 full packages (which I had accrued) to cover the 80 minutes of sheer torture (each package has a value of 50 minutes, meaning that 20 minutes were completely wasted). When I told the receptionist that the massage was sheer torture, she replied, "I'm sorry to hear that". The end. I received an email survey which I promptly filled out detailing the experience. No one from Middletown or corporate management bothered to follow up or show an ounce of concern. They clearly failed to grasp the severity of the situation.

Since I recently moved to Middletown, this location is the closest AND since I have accrued numerous massages from my membership, I decided to give it another try with a different therapist. However, both scheduled appointments were cancelled the day prior. I work in healthcare & fully understand ailments/sick days & am well aware that we find ourselves in the days of COVID... however, this is the point where a sensible individual would expect managerial intervention. It is clearly apparent the Middletown location is lacking in professionalism, leadership, integrity, accountability, & comprehension as to the severity the actions of their staff members have on their clients. Once I use my banked, pre-paid massages, this membership will certainly be canceled. I find a competent massage therapist with a thorough understanding & working knowledge of the human anatomy. I work too hard to have my time & money squandered...plus, I prefer assault-free interactions. Never in 25 years of receiving body work in several different states have I experienced this level of grotesque incompetence. If you are searching for a deep tissue massage, I strongly recommend, without hesitation, that you...

If I could give Zero stars I would. They have a company-wide issue when it comes to scheduling appointments. Dosnt matter if it's facials or massages they just can't get it right. My recent experience here solidified me in canceling my membership for good and I have been a loyal monthly paying member for over 5 years. They have a Massage Envy 5 minutes from where i live yet i still tried to stay with this company. I am tired of wasting gas, tolls and sleep to show up for an appointment that I booked weeks in advance and be told it is cancled once I walk in the door. I work overnight and all of my appointments are set up for me to drive straight from work. I have to provide 24 hours notice of cancelation or I get charged but on numerous occasions my appointment is cancled with no repercussions. Just hey sorry we had to cancel when can we reschedule your next appointment like its no big deal. They did it to me twice in Wilmington which is 1hr35 min away, Newark 1hr 5 min away this place had the nerve to not even be open during the regular hours they open at 9 my appointment is at 10, 1030 the workers outside waiting for someone to show up to be let in and one of the workers told me that was not uncommon. My last ditch effort I come here to Middletown still gas and tolls and this time a 40 minute drive. Show up cancled, and my appointment was for 930 I got a cancelation email at 954. What sense does that make. No phone call attempts nothing. I say hi I'm here for an appointment oh its cancled when would you like your next rescheduled date...If I showed up at 954 for a 930 appointment they would have cancled and charged me. I'm over this company. Massage Envy...