Hand & Stone Massage and Facial Spa

I had high hopes when I signed up for a membership at Hand and Stone, hoping for a convenient way to relax and de-stress. Unfortunately, my experience has been the opposite of relaxing. Between the dysfunctional app, the runaround with cancellations, and the aggressive retention tactics, I am extremely disappointed and frustrated. You cannot cancel online or through the app—you have to jump through hoops, contact a manager, and essentially beg to stop a recurring charge. This isn't just my experience; it appears to be a corporate culture issue. A quick look online shows this is a national problem. On the Better Business Bureau (BBB) site, one customer from Maryland explicitly stated they felt the company was "purposefully making it difficult to cancel" the membership, noting that after mul

Have never had a bad experience with any of the woman here. All very lovely and deliver amazing massages. If you need a recommendation I’d recommend trying Miranda or Katie ( I hope I remember there names properly) both are extremely wonderful.

I called at the end of November 2025 to ask how to cancel my membership because it has been impossible to book massages for two people at the same time at your location. I was told a manager would contact me with a termination agreement, but no one ever followed up. Instead, my membership was canceled without my permission or any notice. I have been trying to reach the manager for two months with no response. This is unacceptable and ridiculous. Ask the manager to do her job. I still have unused sessions on my account. You need to either refund the remaining balance or reinstate my membership immediately so I can use what I paid for. Call me back as soon as possible to resolve this.

Absolutely the best customer service i have ever experienced. Their smiles are contagious! Thank you Inez, Kelsi,,, Alayna.. and of course Kaitlyn (best massage ever!). I look forward to my visits each month!

Absolutely love my time getting a facial with Mikaela, she’s better than sliced bread. She is so knowledgeable and helped me develop a better skin routine at home. Recommend 100%