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

My mom, sister, and I had facials all at the same time here. At the beginning we did the intake and the additional sheet asking if we wanted to add any other services. I chose the foot treatment to add and so did my sister. My esthetician’s name was Rachel and it started like any facial- talking about skin concerns etc. she asked if I wanted to add a microdermabrasion for $40 and I said no but mentioned filling out the additional service sheet and she said she knew about that. So we got started. She put a couple different masks on, it seemed like long stretches of just sitting letting the masks do its thing. In every other facials I’ve had during the down time there’s something else happening- a shoulder rub, hand rub, perhaps the extra foot treatment I requested. But there was none of that. But I figured maybe this wasn’t as high end of a spa and they just do the bare minimum. But then I went out after to my mom and sister and they were raving about how good theirs were and how their shoulder and hand massages were the best part because the facial itself isn’t exactly the most relaxing experience. So that rubbed me the wrong way, so to speak. Seems like there should be a standard expectation of service if everyone is paying the same thing. Also, seems like the 50 minutes isn’t actual hands on 50 minutes. I went back to the room at 2:15, it took her oddly long to come back to the room once I got on the table, and then I was dressed and in the lobby again at like 3:05. Sadly I still tipped as I normally would (18% is usually my minimum, 25-30% if I have a really good experience) because I have a hard time having my tips reflect my experience. And if it wasn’t already clear, the add ons she claimed to “know about” didn’t happen.

Something else that I found strange, my mom and I wanted to buy a product and there didn’t appear to be any out on the display. The receptionist said that their manager has the keys to the cupboards and that she doesn’t work weekends. Seems weird to not have product available like that. BUT come to find out the packaging had changed and there were 2 more out to buy which I caught at the last Minute. So seems like staff should have some mild awareness of the products being sold and have caught that themselves when they “helped” look. But suppose my annoyance over everything else exasperates that part of the experiences.

I wouldn’t recommend this place. Seems like people should be more on top of it and take some notes on good...

I’m really disappointed at my time spent at Hand and Stone Massage and Facial Spa. My boyfriend and I were coming back from a relaxing getaway in Southern Oregon and wanted to end it with a massage so we made an appt for a couples massage. We weren’t told anything about the products they use nor did they have anything posted about it on their website. When we arrived, we filled out the paperwork that explained the type of massage we wanted but also a little bit about our health and our bodies. One thing my boyfriend wrote is that he has an irritant to certain kinds of nuts (the biggest one being peanuts). The masseuses are supposed to go over the paperwork with us before the massage starts and then after we figure out the pressure of the massage and what areas to focus on and everything else on the paper, they leave the room and we get undressed so that when they return, the massage can start. They left, we got undressed and under the sheets and when they returned they let us know that they didn’t have any oils that didn’t contain nuts. Not only was this very uncomfortable for me, who was naked and having to talk about a nut irritant (which has NEVER been an issue while getting a massage before) but it was frustrating because I feel like this is something that should’ve been addressed while they were going over our paperwork with us. My boyfriend let them know that coconut would be fine because he’s eaten it and that’s not something that irritates him and they let him know they wanted to be safe and either have us come back with our own oil that didn’t have any type of nut inside of it or they were going to have to order some specifically for him and it would take about a week to get in. I’m not frustrated at the employees for playing it safe because that’s just what has to be done sometimes, but I am frustrated that they waited until we had gotten to the point where we were actually laying in the bed waiting for them to return to let us know this information. Also, nut allergies are a VERY common allergy and the fact that they don’t have ANY oils that don’t have nuts in them is absolutely shocking. That’s something they need to get on ASAP. They did say they’d reschedule me and that they were sorry about the inconvenience but that was really the only day that worked for both of us and so we ended up going down the road to Atom Massage...

Update: I was scheduled today with Bre for a deep tissue massage. It could've been deeper and harder, but I left happy. She did an amazing job! It felt great, and I went ahead and prepaid for my next massage. Great customer service! I'm going again and would definitely recommend!

Update: Jory the current general manager called me within a couple hours of me creating this review. They are offering to schedule me another deep tissue massage with the correct therapist, on their dime. I really appreciate that, even though it had been almost 2 years.. Hopefully my new appt will turn out much better. Another update to come...

I was given a Gift card to Hand and Stone on 192nd as a Christmas present from my mother. I have chronic back pain from motorcycle accidents. I used it last year. When I called in to schedule an appointment, I made it very clear that I needed deep tissue massage for terrible shoulder and back pain (deep tissue costed an extra $10). I had to wait over 3 weeks for an available appt time. When I finally got there the massage therapist they had for me had the lightest touch, she kept rolling her arms over my back. It didn't feel good. I told her that and tried to give her direction and tell her where my pain was. I also asked her to use a little bit more strength. She told me "No, that's not the kind of massages she does." I was very frustrated, and tried to describe my frustration. Both she and the lady upfront told me I NEED to PAY for ANOTHER APPT and ask for a man named Tyler, who supposedly was known there for deep tissue. I left feeling ripped off. I wanted a refund, but difficult to ask when using a gift card. I was really hoping someone would see the review I made way back then and try to make things right.. But no reply, no attempt!! And I don't see my original review anymore.. I don't know when the exact appt was, but I called to schedule the appt Sept 8th 2020. So it would have been in late Sept, Oct or...