Hand & Stone Massage and Facial Spa — Local services in New York

LOGISTICAL NIGHTMARE – A Total Waste of Time!

My experience with this spa has been nothing short of frustrating. I had my first appointment in November, and as I was leaving, the receptionist informed me about their Black Friday gift card promotion. She assured me that the gift card could be applied toward a membership. A few days later, I called to place my order, paid, and then was informed that the gift card could not actually be used for a membership. This led to the inconvenience of waiting several days for a refund.

Weeks later, I received an email about a Tuesday facial promotion. When I called to take advantage of the offer, I was told there was no availability on Tuesday but that they could book me for Saturday at 6 PM instead. I agreed, thinking it would resolve the issue.

When I arrived on Saturday, I was met with accusations from the front desk, claiming I had used multiple email addresses to exploit their first-timer pricing. I was baffled and pulled up the email I had received, which clearly detailed the promotional pricing. The receptionist then backtracked and claimed the price was only valid on Tuesdays. If that’s the case, why was I booked for Saturday in the first place when I specifically called about the promotion?

At this point, I was frustrated but tried to work with them. The receptionist offered to rebook me for the following Tuesday at the same time to honor the promotional pricing. Defeated but hopeful, I agreed—only for her to inform me moments later that the time slot was not available after all.

This spa is an absolute logistical nightmare. Their poor communication, unprofessional handling of customers, and inability to honor their own promotions make it clear that they do not value their clients’ time. Reading the other reviews, it seems that others agree that this place has severe logistical/booking issues. Save yourself the headache and go elsewhere.

Edit: to the automated canned response: I did already email you before you posted that, but I haven’t heard...

I had a gift certificate for a massage that redeemed at the Williamsburg location. I booked online and called the day before to confirm my gift certificate was still valid. I arrived 15 minutes ahead of my appointment time only to see that the front door was locked, the lights were off and no one was inside. My appointment time was 11:00 am and the spa opened at 9:00 am so I was very confused as to why no one was there.

After waiting for about 10 minutes I was approached by someone who worked at the spa and was also confused as to why no one was there. He didn't have a key to get in so we were stuck outside.

After another 10 minutes of waiting I decided to leave but as I was leaving another spa employee arrived and was able to let us in. I was able to get my service, 20 minutes after my scheduled time, and was assured the owner, Dylan, would contact me the next day to apologize personally for my experience. To date, it's been almost a week and I haven't heard from anyone.

Unfortunately my cousin has had a similar experience at this same location so it seems like there are clear issues that need to be addressed. My service that day was comped so I technically should have an unused certificate but I definitely won't be returning to a spa that clearly has managerial and staff issues they don't seem too concerned about correcting.

Both my massage therapist, Sean, and the esthetician who let us in the building were very sweet and apologetic, they're unfortunately subject to the same issues as customers because their manager(s) and fellow staff members are unwilling or unable to do their...

My massages here are always good. My issue is the soa process. It's $99 each month(i think) and you barely get a 50 min massage. Let's be very honest, it could be better. Why is my massage time counted before my massage even starts? Why don't you have a space for guests to change into a robe or wrap in a towel so we can get a full hr massage?? Orrrrrr bk apt with space in between. In the summer it might be a quicker change but in the winter!!! It's gonna take a min. All that changing time shouldn't come out of your massage time. I was there a few months back with extreme back pain and so at the end of the massage it took mi a min, to get myself dressed. The massuse actually came back to tell me I had to get out as I was running into someone else's time(and no!!! I wasn't i. There even 10mins) it was so stressful I just grabbed my jacket shoes and bag and went to finish dressing in the lobby. I needed to sit to get my boots on and it was just not a good experience. It's not a hard work around to have a room or the bathroom and call clients in a few mins before their apt and have them change. So many other spas do this....