Hand and Stone

We waited in the empty reception area for 10 minutes for someone to greet us. We began our massages at 7:36 (late for a 7:30 appointment) and ended 4 minutes earlier than we were supposed to. We were still charged for an extra half an hour, when it wasn’t even a full half hour but more like 15 minutes extra.

Although I enjoyed my facial, it felt like some more expensive products were being pushed as an up-charge.

Everyone was very friendly and reception was excellent at finding and accommodating when scheduling my facial.

For the most part it was terrific; however, the esthetician's extraction of blackheads has left a bruise alongside my nose. I know it was unintentional, but I thought I'd mention it so that perhaps she could do the extraction a little gentler next time.

My account has been charged on the wrong date two months in a row. I have emailed about this twice and both times the receptionist replied initially, but then never replied when I asked her to confirm that this would be rectified. I really enjoy the massage and facial services, but there is a clear lack of organization at this location.

The experience once I arrived and got the massage was great. The owner was very attentive and kind. I had made a request to the receptionist with whom I booked the massage over the phone and she obviously did not make note of what I had asked. I had to reconfirm with the owner the next day and discovered that my request to cancel membership due to financial difficulties was not entered into my profile. The reception is the first point of contact for all existing and potential customers and has to pay attention to any communication by the customer.

My aesthetician was a little bit unprofessional with me. His overly friendly nature came off as uncomfortable and I felt uneasy. He also tried to promote outside services to me and warned me not to tell anyone else. My skin turned out nicely but I would not feel comfortable returning as his client.

My experience was fine.

While my experience was pleasant, comfortable and enjoyable, I think that Hand & Stone can go further to enhance the client's comfort and enjoyment like some of the higher-end spas in the city.

I didn't feel that the massage therapist had enough attention to detail. She kind of seemed all over the place and didn't really focus on the areas I mentioned needed help (shoulders and upper back). I have had some massage therapists get into every nook and cranny of my shoulders to make sure all of the knots were worked out but she did a general area massage. Honestly, it was lack lustre and my neck, upper back and shoulders are still sore today. Doesn't feel like I had a massage.