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

I am extremely disappointed and upset with this business. My rating is not representative of the service I received but in how poorly managed my appointment was. I had seen Karla ( who’s a wonderful masseuse ) and wanted to stay with her and immediately booked my appointment with her right away and her soonest ( she’s booked out pretty far ) that I could make work for me was 6 weeks later. I work six days a week and took the day off and had to bring someone in to cover for me at work just to see her for my service and I was told when I walked INTO the spa ( after confirming my massage and everything ) that there was a booking mistake and I was not booked with her anymore. It’s one thing if Karla had called out and someone was seeing her scheduled clients but turns out there was someone else scheduled to see Karla at my exact time slot. I don’t understand why I had to be booted off my scheduled time slot when I had booked and confirmed this appointment. To make matters worse , they had tried to accommodate me with another masseuse , whom I have not met but I reluctantly offered to try her out since I already took the day off and was in the waiting room already. About 10 minutes later, I was told they were not able to locate this masseuse and that I should reschedule. An attempt was made to “squeeze me in” in another hour and change ( this time with Karla ) but at that point I was too disappointed and was not sure if I could accommodate and frankly, I wasn’t confident that the “ squeezing me in” was going to lead me into waiting longer or being rushed or derailing her day. Overall , this mismanagement and lack of advanced notice is...

while I would love to give this location five stars it’s very hard to under the circumstances. I have not had a massage in over three years maybe even five and got a gift certificate after I just participated in a charity boxing match. After reading the reviews of several of the hand and stone locations I picked this one based on the comments. I called and scheduled a deep tissue Massage and was so excited that I got an appointment right away. Overall the location is nice and the staff are professional, it is beautiful inside and very serene. Let me make it clear my massage therapist was lovely and did nothing wrong based on what I was booked for. I kept telling her that you can go as hard as you can and she explained this is Firm. I just tried to relax and enjoy the experience but was getting nothing out of the massage. When I was done I felt like nothing was done and was super disappointed. When I went to check out I expressed my dismay and asked who would be a stronger therapist next time. They said well u should book a deep tissue massage and I reiterated that is what I asked for when I booked it. They didn't even apologize for the mistake and brushed it off and asked if I would book another appointment. I feel like i just waisted $130 gift certificate and got nothing out of the experience all from a booking mistake. I will have to reconsider going back to this location even though its super convenient but for me this was a major mess up with absolutely no care or customer service. Double check your booking as no one should feel...

I’ve debated writing this review. I really don’t like being negative. I want to start by saying that the place was very beautiful and clean. I received a facial a few months ago. They were probably opened less than a week and this was my first Hand and Stone experience. I had filled out all the paperwork beforehand and at the start of the facial I was asked if I wanted to be spoken to about the products and process or if I wanted it to be quiet. I chose the latter. In the middle of the facial she asked if I wanted to upgrade. I felt a little uncomfortable because I wanted it to be quiet and it felt like a sales person was doing my facial. She was really pushing the extras. In all honesty I felt a little pressured and said OK to one of them, which she stated was $10. At the end when I went to pay the extra ended up costing $20, which was not what I was told during the facial. I had mentioned that to the girl in the front but she just said it was $20 and that was the end of it. Again I went when it first opened so I don’t know if the staff knew all the details about pricing. However, the pushiness of adding extras during the facial and the way the receptionist responded to it kind of turned me off unfortunately. I wish this location the best of luck and maybe I’ll try again one day and hopefully give a...