Hand & Stone Massage and Facial Spa — Local services in Town of Huntington

This location has been my worst experience at an hand and stone, and I've visited many locations throughout the US numerous times. This was my first and will be my last at this particular location. My husband and I wanted to get a couples massage, but they had no availability, so we decided to book our 1 hour massages separately. His was scheduled for 11:30 and mine for noon. We called to let the receptionist know that we'd be 5 minutes late. We subsequently arrived at 11:33am. He was taken in by his masseuse at 11:40, and I waited since I was scheduled for 12:00. My masseuse (Lauren) came out at 11:54 and took me back to the room. The massage started around 12:05 as she gave me time to undress and got under the covers. It took me less than a minute since I was wearing a dress (I'm unsure as to why it took her so long to come back into the room). This was supposed to be a relaxing time as I was trying to unwind and destress before returning to work. At the beginning of the massage, I noticed the lightness of the massage. She was touching me as if she didn't want to put her hands on me (and I'm a very clean individual). Pretty much, she was gliding over my body the entire time. She didn't massage my hands or my legs, and she was moving extremely fast. She didn't focus on the areas I asked her to, and further more, I was shocked when she asked me to turn on my back 15 minutes into the massage. She then proceeded to once again over my shoulders and spent most of her time massaging my neck while I was saying on my back. I was wondering the entire time what her objectives were because it was clear as day that she was not trying to meet mine. At around 1235, I heard my husband walking out of his session. At that time, she whispered to me, saying we were done. I was wondering why she was whispering because during the massage, the 'relaxation' music/sound was so loud, and the workers in the room next to mine were having loud conversation laughing and carrying on giving me no peace. Once she told me we were done, I looked at the clock to confirm the time (of 1235) and asked her where the remainder of my massage was as I paid for a 1hr session. She was trying to explain that they use 10 minutes for 'consultation' and 10 minutes to 'clean up'. Nonetheless, I left there upset and even more tense than I got there. I was speaking to my husband in the lobby about my massage from hell, and the receptionist overheard me and was saying they do take 10 minutes out of my 1hr to clean and some other nonsense that I just did not want to hear. My question to this location is: How did my husband start his massage ahead of mine, and were both finished at the same time? Why are you taking 10 minutes out of my time to clean up when that should be coming out of your time? I'm paying for a service, and if I'm paying for 1 hour of service, I should be receiving 1 hour of service. If you're only providing customers with 50 minutes of service (which I didn't even receive), that's what you should charge for. I received less than 50 minutes of service (which I should've received 1 hour because that's what I paid for), where was the remainder of my time allocated? To be fair, my husband said his massage was good and that his hands and legs were included in the service he received and that he had an actual massage and not just had hands glided over his back, neck and shoulders like I did. I was so furious when I found out he had tipped my masseuse. That's only because I stopped at the bathroom before heading to the lobby, and he wasn't aware of the horror I endured in that room. This location needs work. In fact, they need a lot of work. I would like a refund for the service I received (or better yet, did not receive) and the tip my husband left my masseuse. I would not advise anyone to go to this location. Try the other locations. The one on Jericko is exceptional as well as the ones in lynbrook, on merrick and hewlett, just...

Off the bat... The Huntington location gave my Mother a hard time trying to get the massages she paid for with her membership. They claimed that during COVID she had lost her massages. After discussion they had finally allowed her to gift her massages/facials like her membership allows.

My gf and I decided to book the massage and the facial, the receptionist claimed we needed a gift card and asked if we had a gift card number multiple times after saying we didn't have one, just a folded card saying my Mother's name... Nothing else. We were finally able to set up the appointment.

Post appointment, we were then sent an email and text confirmation both asking to confirm the appointment. I type "C" to my text message response, but didn't receive a confirmation back via text... Kind of confusing if you ask me, I don't event know if it got confirmed because there was no response.

After the email and text confirmation, we got another email with a form saying it was for COVID. Then I believe a day later, another form asking about other stuff. To be honest, this is way too many forms and texts. This is coming from someone that grew up with this technology, there are too many separate forms and confirmations. It is a bit much...

After all the emails and texts, we then got a phone call the day before rescheduling the appointment for an hour and fifteen minutes earlier, we were fine with this no problem. Then the morning of, we got a phone call to reschedule again... And the excuse was the weather. We told them to cancel our appointment and take us off the marketing list. She proceeded to say we were on a national marketing list and it was not possible... We hung up...

We got a phone call a couple minutes later saying that our original time was available again, someone was to stay later than expected to accommodate us.

This whole experience did get solved and I have to say... After all of that, the "technicians" are GREAT... But there is clearly something wrong with their scheduling, forms and lead generation ("gift a massage" feature). Not sure if this happens at all locations, but this was complete non-sense. Make all forms in one email/text and send calendar invites or something, the system seems dated.

I was also sent a survey via email after stating that I was to get a $5 gift card upon completion... that gift card was never sent to my email... another lie... I know times are tough, but update your system then...

Pre-Covid I was actually considering getting a membership, but seeing how membership options might be lost due to closures I am...

I have to say that there are AMAZING therapists that work at this location. I have probably had over a hundred massages in my lifetime, primarily to help relieve severe chronic pain that I have due to multiple musculoskeletal conditions and surgeries. I have been coming to this location since its opening so I have a lot of experience with different therapists. Lanmei and Andrina are 2 of the best massage therapists I have worked with. They both have a medium-firm touch but can also be extremely gentle over sensitive areas. In my opinion, they have a “quicker” pace when it comes to technique but also slow down to work out any ‘kinks’ and pressure points. I cannot say enough good things about Lanmei and Andrina and highly recommend them. I also get facials every now and then with Allegra, who is an amazing esthetician. I think it is very important to express to your therapist about what your needs, wants and expectations are before hand when it comes to your session. I truly believe that you will get the most out of your session when...