I had an incredibly disappointing experience at Hand and Stone Spa, primarily due to the unprofessional behavior of a manager named Samantha. My appointment was scheduled for a specific time, and upon arrival, I was informed by Samantha that there would be a significant delay without any prior notification. When I expressed my frustration, Samantha's response was dismissive and lacked any empathy or attempt to resolve the situation. Instead of offering a solution or even a genuine apology, Samantha became defensive, making the atmosphere feel hostile and uncomfortable. The way she handled the situation made it clear that customer satisfaction was not a priority. This level of unprofessionalism from a manager is simply unacceptable and completely ruined what was supposed to be a relaxing spa visit. Given this encounter, I cannot recommend Hand and Stone Spa. The poor management and lack of customer service displayed by Samantha made for a truly negative and frustrating experience. read more

If you're looking for a very relaxing atmosphere with Amazing Massage and Facial Therapists, Hand and Stone Massage and facial spa in Mercato is it... I've tried many of their Massage therapists and Estheticians and they all have their own personal style and touch. I have never been disappointed. And all at very reasonable pricing with many upgrades to choose from. read more

Hand & Stone Massage and Facial Spa - One of the Facial rooms. - Skin Care Near Me - Naples, Florida

facial was just mediocre. No extractions just slathered some creams on. not impressed for the amount they charge. The tech kept trying to add on additional services. Must leave credit card to make an appointment. (Founder' Square) read more

The location is at Founders Square. They had issues at front desk when they first opened but finally got dependable help. Now that part of business is fixed I went back and have had my massage cancelled 3 times. Was assigned today to the worst massage therapist I have ever been to. My recommendation is if you like one stay with them because you never know what you're going to get! read more

Paid for 90 minute deep tissue and got 74 minutes. Therapist was ok. Front desk person was clueless.

I was extremely pleased with the facial I received from Stephanie! She was very knowledgeable and informative on all my questions! I felt like a million bucks when it was over! I highly recommend you book your next facial with her! read more

Stephanie did an amazing job taking great care of my skin during my facial. She is super sweet and acknowledgeable with my skin needs. Definitely recommend going to see her for your next facial! read more

Stephanie at Mercato in Naples does amazing work. she's done various facials on the, and each one is thorough and relaxing. Stephanie is so knowledgeable, professional and informative. I look forward to seeing her each visit. read more

Terrible front desk person Scheduled two appointments to cover what I already paid for in July and August and they cancelled the appointments without telling me. And when I called to check she was Pretending to not remember booking the appointments. Now I have my credit card company involved to stop any future payments bc their service and management is terrible all around. I called to cancel July31 and was told I'd get a cancellation email. No email. Then I called august 5th to see what's going on. Oh the same front desk person said you were put on the list to get the email. No one did anything for days to get my cancellation going?! Not to be trusted, very shady. Not fulfilling my cancellation and not keeping my appointments for two massage services I already paid for. Horrible people. read more

I recieved the luminfusion treatment by Stephanie. I received so many compliments on my skin afterwards. The whole experience was great, definitely ask for Stephanie. read more

What an unprofessional location. I tried to book 3 appointments for myself l, daughter and husband. The person in the phone changed her availability at least 3 times and had no clue how to explain what a facial included?! I ran a Hand & stone myself so I am familiar w what these franchises offer and it was frustrating being on the phone w her. She was so eager to get my credit card even though I asked her some basic questions that I finally told her that I wasn't interested anymore. Please hire better staff to answer the phone. It's crucial in a business like this! read more

I was charged twice in November and then went in on December with my husband. I asked to transfer one credit to my husband to pay for his service. I have done it before but this time it was an issue. The women told me she could not do that because when she goes to the checkout page it shows I only have one package. I showed her my bank statement of the two charges and she said Craig will call me when he gets in and he will resolve my issues. Craig called me and was extremely rude. He acted like I did something wrong and said he would audit my account and call me back in an hour. It's been weeks and he won't return my calls. I have been attempting to cancel my membership, but I need an email from them for a link to cancel the membership. I can't seem to get anyone to send me this email! It's a shame because the massage are great and then you get to the front desk and they don't know what they are doing and you're no longer relaxed. read more

be careful to sign up with hand and stone. they no longer allow you to put your membership on hold thereby 'holding you hostage" until you use all your packages up. i will cancel this membership as soon as i do read more

I became trapped in this businesses membership plan. I say trapped as i tried to end membership but had accrued more massages than i had used and would have 30 days to use them. Too many to use. So they talked me into having the everyother month plan. But they still took out monthly. I used them all finally and said i quit. They had me fill out paperwork and questionaire before i could quit. Really. Then a few months later i see i am stull being charged monthly. Arrgh. Today i went to use a massage. The plan for 79$ a month is a 50 minute massage. I was shown to room at 11 and then girl came back at 1110 to start massage. I had my phone with me and i checked. Then it was done, lights went bright and i look its 1150. I call later to complain, i ask to speak to manager and must tell desk what my issue is. I was loathe to share a confidential complaint but could not speak to manager until i did. What a violation of my massagists rights. I didn't want anything but was told nothing they can do. I have to use all my paid credits and will try quitting again. And have to tell massagist i am ming the massage! Just dont join! read more

The massage was great. I tipped because it was very relaxing Albeit I paid for an hour and it was definitely less than one hour. Also The girls at the front desk were not very welcoming, a bit snarky and over all not very nice. I was planning on buying a membership because a friend of mine has one and she loves it! But the front desk people definitely made me change my mind. read more

This place is amazing! Reasonable prices and the therapists are great! Whether you're looking for a facial or massage you know you're going to get top notch service! I love the friendly txt message reminders as well as they call to remind you that you have an appointment due in your membership package. Not like other monthly massage memberships- much better! read more

Hand & Stone Massage and Facial Spa - Lobby - Skin Care Near Me - Naples, Florida

Naomi was so welcoming - she is so kind and helpful. Bethany is wonderful- good customer service.

Everyone is professional at this place. Every staff I've interacted with has been wonderful. The place is beautiful and relaxing.

I went to H@S on Tuesday...I had been there a few times and suggested to a friend. It would be fun to go for a girls day. We went.... We had both scheduled an 80 minute massage. Upon meeting my "massage therapist ",she asked, would I like the pressure light or medium?, I replied, I would like it medium to hard. She said, ok... Well, the rest was comical. She put oil on my back and did an "ok" job with that, she then did my limbs...focusing on my elbows, wrists, knee caps, and ankle bone. (I thought, where is the muscle pressure) It's awkward to begin with so I didn't say anything. To sum it up, I spent 200.00 to get oil rubbed into my skin. Just awful and embarrassed, I ever suggested it to a friend, who also had the same experience. read more

Hand Stone Massage and Facial Spa conducted a microdermabrasion on my face which before the procedure I asked and was informed that it would not leave any marks on my face. After the procedure my face had scars. So bad that I had to cancel business appointments. I called and got a manager who asked for pictures which were sent - no further communication from Hand Stone. Called and left messages with no call backs. This type of business should not be in business. I assume the person doing the procedure was not qualified and the managers are not qualified. read more

Went in for a 2hr massage, per my girlfriends' orders. Got the massage and afterwards was told I had no packages to cover my service. Apparently they were allowing her to take packages from me w/o actually conferring with me or asking me. They had no problem giving us the service, but never mentioned that they had given her all of my packages and I had none left. They tried to charge me $175 for a service that should've been covered then threatened me specifically with calling the cops. This isn't the first time they've charged a family member of mine exorbitant amounts without letting them know the cost until after services were rendered. Don't go here if you value you're money. Though, the therapist I had was amazing so hopefully they let me go back to tip her. Oh, also they charge for every minor thing including whether you want more pressure or not. There are other solid Hand & Stones here, just not this one. Oh, also I've only been there maybe two or three times ever and they asked me not to come back because of this. (I've never spoken with them for more than 5 minutes). But I guess when you're doing shady stuff, it's best to blame someone else. read more

This location is rated less than any other because of its horrible customer service. I had issues getting to my appointment because the reservationist put my phone number in wrong. I had to call multiple times for no one to answer. By not showing up, I was still charged the bill I would've been charged if I had. After speaking to the general manager Craig(wouldn't give out his last name), he very rudely and dismissively denied my excuse for not showing up. Even though it was their fault. Never have I been spoken so down on to. THE GENERAL MANAGER CRAIG, made this whole experience horrible and for this, I will never show up or recommend this place to anyone. Absolutely disgusted. This place is rated the way it is for a reason. read more

It took me a while to write this review because I don't normally write negative ones. I was Hand and Stone Massage and Facials member for almost 6 years - I signed up, became a member, and had been going to this one in Mercato - Naples the whole time. After they changed to under the new management, this establishment has gone down hill: staff had very weak skills about facial and massage, cut short on time as I was always early or on time and always took less than 1 minute to get ready and lay down on the massage table, I was supposed to get a 50 minutes massage almost every time I went there and sometimes they only did 33 minutes, one time a massage therapist almost made me paralyzed because I could barely walked after he performed the massage; not only that, but also useless owner Tara; rude manager Greg, he always acted like he was better than anyone else with his hateful/miserable face, and extremely terrible/teenager attitude. I don't know why this place is still exist with this type of awful, ridiculous management . read more

I was a long time member at Hand & Stone (about 2 years). I always loved my massage with Cari and all of my family went here. This place has gone down hill....drastically. Everyone at the front desk is new, the massage beds are very uncomfortable and you can tell that everyone working there is frustrated. It was not a pleasant/relaxing experience sitting in the waiting room with the massage therapists complaining to front desk people. By the conversations, it seems like they are overworked, over booked so they do not have a break, and overall not enjoying their work experience. This really travels down to the customer. I never heard anything from my therapists as we usually do not speak during my sessions but I will not return. I miss my massages, but I do not miss the overall spa experience. read more

Extremely disappointed as I wanted to delight my husband with a couples massage, to find out that the therapists selected fell shorter than accepted. I had a scheduled couples massage for the past weekend of April 28 (that massage was canceled on the day of by a staff member because one of the therapists had an emergency). I re-scheduled the couples massage then with TANYA AND DEBORAH. My husband to which the massage was for due to his birthday was matched unfortunately with TANYA. I wanted to kindly share with your establishment the disappointment he shared. For the price of a service I paid I would expect caliber therapists. Tanya, had callus on her hands and long sharp nails, and the massage was nothing but unpleasant as described by my husband who didn't want to complain or leave the room. It amazes me that such notorious establishment would even hire someone with such lack of necessary skills. Our experience fell shorter than expected and I went with the purpose to sign up for the monthly plan, to which he completely denied and does not wish to ever had another experience at hand and stone. I also emailed the corporate office in order to address the incident but nothing was done. read more

Horrible and very rude front desk and management (Melissa). I got burned with the hot stone. I even yelled during the massage. Later I realized that that. It can happen. It's just a stone. I was calm and composed and later called the manager and told them about it. She asked me for the pics. I send her the pics. She said these are not pics from burn! It was red there. Was she expecting a stone to burn fire like black? And hen later told me hot stone was not applied on leg!! Wow! Hot stone was used on leg and that's how the burn came in! She made assumptions and just decided to treat me poorly. To be honest as soon as I called her she made up her mind to NOT make it right. I was simply asking for either a refund or use of service at my home location as I had poor experience. I felt management had no sense of customer service. I simply gave up. As I did not had time to fight with her. But decided I will write my experience here so you know. Be careful. Massage was good and therapist was very nice! It's not the review for therapist. She was amazing!!! It's for management and company who don't care for customers!! Please avoid going here. And if you are a therapist please work where customer service is nicer so your work is appreciated!! Not going at any of these locations again! You should not too! read more

Customer service leaves a lot to be desired, they're kind of rude. Also my massage was for 1 hr. and the therapist was good enough but stopped 10 mins early. This was my second bad experience.....won't be going back. read more

I started writing this review in my head while getting the massage... Which isn't really a good sign because if the massage I am getting is PHENOMENAL, then yeah, I'm going to be so zenned out that I can't even think straight. The first thing I thought: oh this guy seems attentive, so far, four stars... But once the massage began, the stars declined. If we swapped in blue paint for the oil he was using... Yeah, by the end of my treatment, I probably could have been confused for Mystique. You know, from XMEN. He was slapping that oil on like no one's business... Which would have been fine, except, he was well, just slapping it on, no really massaging... Not really getting into any knots or anything. Sure it's relaxing to just have someone touching you, but if I am shelling out $80 for a massage (that's with tip & the peppermint head massage add on), I expect a bit more than just being stroked. I'm pretty capable of taking a paint brush and painting myself if I REALLY WANTED. Oh and the additional peppermint massage. DO NOT WASTE YOUR MONEY. The last 5 minutes of the 50 minute treatment, you inhale some peppermint extract that almost burns your nostrils and then you get your head scratched as if you had crazy amounts of itchy LICE that needed destroying. Once again, I could easily do that myself. I won't lie to you, I'm pretty spoiled living in Los Angeles where I am able to get hour + massages for about $30... That are actually AMAZING... But I mean, what else is a girl to do in HOT AF NAPLES, when it's also cloudy/pouring rain. At least this massage killed time, and I was pretty tired so it was at least a place to lay down! read more

How can I find out the franchise owner's name? I can't get a response. I emailed corporate 3x, nothing. I sent mail that got through and the 2nd letter was magically returned to me although correct. I asked an assistant, no return call. I got 2 crazy circling, rambling, confusing calls from a mgr and told her to write me a coherent letter but still, no franchise owner's name. I'm looking online, Sunbiz.org, all over - can't find the franchise owner's name. Can anyone help? Don't you love when you ask a mgr something like, "What is the franchise owner's name?" and they keep asking how they can help and you keep repeating - you can help by GIVING ME THE FRANCHISE OWNER'S NAME. read more

I have a membership here and have been using it for a couple months now. I feel like it gets worse each time. I call and ask specifically for someone who knows what they're doing and I just can't seem to get it. Tanya gave me my last massage and she was awful- one of the worst I've ever had. I always get the Swedish (which when explained to me a year ago was equally relaxing and tough enough to get knots out) and she was literally just rubbing lotion on me without massaging me... she got an excessive amount in my hair and I asked her if she could apply more pressure and her answer was "oh you should have gotten deep tissue" ? ... my appointment was at 1 and we got there at 12:50, filled out paperwork and they took us at about 1:05 but I checked my phone right after the massage was over and it was only 1:54... so I definitely don't appreciate being cut 10 minutes short especially when the massage was awful. Also, during the massage she was breathing so heavy (I'm assuming it was from the mask which is understandable but still...) my boyfriend and I had the couples massage and he said Hector was amazing and did a wonderful job so thank you for that Hector! read more

This place was the definition of relaxation. I have been very tense and stressed out so I decided to get my first message and I will definitely get another one any day! My massage therapist was Jill and she was outstanding. Feeling stressed? Need to relax? Head to this place in Mercado and ask for Jill. read more

Horrible management during the pandemic . I'm sorry your business is in a tough place but shame on you for your behavior. I'm not getting Covid to save you! Don't sign up for this they will get you good! read more

Would Highly Recommend Hand And Stone Massage And Facial!!!! Great Experience From The Time You Walk In Until You Walk Out!!! Ask For Ana Iris For The BEST Facial EVER!!! She Is Very Kind And Caring and Will Take Care Of You With All Your Skin Care Needs!!! Very Professional.... TOP NOTCH SPA!!! read more

I received a gift card for Christmas and decided to use it for a massage. When I called to schedule an appointment, I asked how much the value of the gift card was so that I could plan my service accordingly. The person asked for the number on the card and told me that the card was purchased specifically for a Himalayan Salt Stone Massage. I confirmed with the person on the phone that if I used the card for that specific massage that I'd only need to come prepared to pay a gratuity, and that was confirmed. When I arrived, the person who helped me at the front desk, Andrea, commented that the appointment noted that I'd be using a gift card and asked me for it. When she reviewed it, she said that it would only cover a standard or Swedish massage. I told Andrea about the conversation I had when I booked the appointment and she insisted that the card would only cover a basic massage. She said that a Himalayan would cost $10 extra and the River stone would cost $20 more. I then asked if the Himalayan would "dry" my skin, and she said yes, but that it had other benefits, too. I reluctantly agreed to pay $20 more for the River stone massage, basing my decision on wanting a hot stone experience, but not wanting to dry out my skin. Enter Jill, my assigned therapist. When she took me to her room, she starting the conversation by saying that I was there for a Himalayan Salt Stone massage, and I said, "This is not starting off good", and then went on to explain what had just transpired at the check-in desk with Andrea. Short version is that Jill talked to Andrea, and saved the day and my first experience at Hand & Stone. The massage was great and it did not dry my skin. However, when I checked out, Andrea asked me how much gratuity I wanted to include, and I told her that I had given Jill a cash gratuity already. She wanted to know how much (which I thought was strange), and she then ADDED that amount to what she said that I owed. When I questioned the balance, she said that because Jill was in a Himalayan room and not a River stone room, she was unable to give me the River stone massage like I had wanted, so it would only be $10 extra, so I owed $30. I remained polite with Andrea and paid the $10 (only), but had a manager been available, he or she would have heard how I really felt at that point. read more

Very disappointed in two aspects of the service. THe "Hot Stone Message" was not really a massage, but rather a person moving hot rocks on me. There was absolutely no pressure applied throughout the massage. It was almost annoying. Secondly, they refused to honor gift cards I had received from another Hand and Stone. The woman at the desk claimed that "Corporate Refused". I find it hard to believe anyone was at "Corporate" on a Sunday afternoon. And then I was stuck paying out of my pocket for this miserable experience. I will not return and will not recommend. These were paid for gift cards as well and to not honor them is illegal. I will be referring to the FL States Attorney. read more

Was there for a couple's massage with my wife, after all- she signed up for membership, so I say good place at decent prices if you r a member. read more

Amazing place, the masseuse could've been a little less awkward and a little more kind, but hey it is what it is. I would definitely return and recommend in a HEARTBEAT! Was very impressed!! read more

I was very disappointed with my experience here. It was my first time at this location. I was very confused as to why they still had Christmas decorations hung throughout the store. They literally had the Christmas tree up and the lights on. Garland hung throughout. It is July folks! Are the employees here too lazy to take them down or was there a legitimate reason for this? I'd love to know. Anyway my massage wasn't that great. I couldn't relax because the therapist was breathing heavy almost snoring sound the entire time. This was probably due to the fact of having to wear a mask, so I get it, but still it made my time there not what I expected. It made me realize that now is not the time to go for these types of services. I hate to say that because I don't want to jeopardize anyone's livelihood, but I left feeling that was $59.99 plus a generous tip that I could have spent elsewhere. read more

If I could do zero I would. I would never go back. By far the worst massage ever. The tech had callous on her hands and was winded. Plus seemed like she had no idea what she was doing. Walked out after 20 minutes because it was so stressful. Makes it even worse they still charged me and did not even care that I left in the middle of the massage. Do not go. It was just horrible. She poked at my kidneys and they are very sore. Hopefully won't have to go to the dr read more

If you're looking for Customer Service, run the other way! due to their mistake in scheduling I'm out two massages. Not only did the manager of the Naples and Estero spa not care , corporate didn't care either, they have yet to call me back and make this right. They are incompetent and just care about money ! Heard through the grapevine a customers 3 carat diamond ring recently went missing. read more