Hand & Stone Massage and Facial Spa — Local services in North Miami Beach

My first time experience. So a friend of mine set me up an appointment with this spa. I get there about 40 min. early because he said that I will have to fill out some paperwork and plus I just like being early to appointments. So i fill out the paper work and answered all the medical concerns and why I'm here. ( pay attention to this next part this is where the unprofessionalism starts coming into play) I WROTE DOWN that I may have had a little sun exposure (Mind you this based off of my own research, self diagnosis). So I sit and wait in the waiting room for about 30 min. A lady comes out and walks me to my room then walks away with out any instructions. I stand in the doorway for about 5 more min. Until I saw her come out of a room. I asked her what should I be doing right now. She ask have I ever recieved a professional massage before I say no, now she tells me to take off my clothing until I feel comfortable lay on the table and cover my body with the blanket and she will knock to see if I'm ready. She does. Then she ask how are you doing today I stalled because I wasn't sure if it was a professional question or just building dialect. I then tell her pretty much the same thing I wrote on the paper 40 min. ago. But now in a more casual dialect. I told her I may have played in the sun too long over a week ago and I'm just trying to get a massage to relax.she ask me what I'm taking I say Gatorade and lots of water. At that point she says I'm sorry based on that information I can not do the massage today, I say what. She says yes base on my experience I can can not give you a massage today. I then say that doesn't make any sense. I get my clothes back on and go to the front desk and asked her what was the purpose of me filling out that questionnaire. I sat here for 40 min. and no one could tell me that all this time I was waiting. The door host tells me its was the responsibility of the therapist to read the paperwork, she then says they have the right to refuse the massage based on there professional prescreen. I agreed and said yeah but not after telling you the same thing I wrote down over half an hour ago. You could have been said something. She apologized again. I asked so what's the next step. She reschedule me for later on today. I'll update this review based on that...

Does not respect their customers. I’ve paid over 2 years for monthly massages in which I’m a busy woman so sometimes my prepaid massages will overlap. I usually use it at a later time because I did not sign an agreement to use it immediately. Anyhow I’m not stuck in a contract with anyone so that’s why I went ahead and sign up.

Today I called to schedule one of my massages I have left because I finally have time and I have atleast 3 paid in advance. The young lady told me I can’t have the massages that I paid for because my membership is no longer active. I asked to speak to a manager and she said no manager is available.

So basically they take your money and don’t honor the services. That’s basically stealing. I’m a business owner and that’s not the way to handle your clients for over 2 years and to think I was about to put a new credit card on file for a membership that I’m not obligated to stay in. Sad. Don’t get the membership if you come here. They will...

I had a membership with them in 2019 prior to the pandemic and i loved all of their therapists I used to get the monthly massages, but I returned during the pandemic with last minute massage deals and it's just different. While i understand the mask, its a must really..., i just can't process the need to have gloves on during a massage where you are constantly rubbing the same area. its irritating. I dealt with with that twice before and today i expressed to my therapist that it irritates my skin and instead i was ignored and was told "it's for pandemic." after 30 mins she did indeed take off the glove. I just don't see the point of wearing a glove to do a massage unless there were visible skin issues or skin breakdown on a client. It's actually pretty offensive. I still tipped because the service was rendered anyways and she's decent but I'm not sure if i will be back unless they change this...