Not even sure where to start. I received a gift card March 2020 as a post baby gift. I never booked a massage then because of COVID. Finally I decided this week to have a much needed message and remembered my gift card. I called the south Miami location to simply ask if they had an appointment available for tomorrow for some reason the process of my name and phone number seemed like it was not convenient for the receptionist. Still waiting if they even had an appointment available…. was asked for my gift card number which I physically have to be told I redeemed the card at the Kendall location by a person named Sandy Garcia which isn’t me. The receptionist still had no interest to help me after the fact. I did make the attempt to call Kendall and the receptionist response to my situation was “wow” she then transferred my call to a manger which after listening to hold music dropped within two minutes. Sad with the whole situation because if I was just told please bring the gift card with you and we can at least give you a discount I would have booked an appointment not sure why customer service is so hard. Hope that Sandy Garcia had a great message.For reference here’s a physical picture of the gift card I still have in my possession.

I had my facial done with Jennifer, she was wonderful! Very professional and detailed. I will definitely book again with her soon!

I’ve been a member here for over 5 years now. The service and staff is excellent!

Please do not waste your time getting a membership with Hand and Stone. Although the facility is beautiful the customer service is terrible. I’ve had this membership for over a year and have only been able to book 2 sessions. Number one you submit and inquiry online they NEVER contact you. Number two when you call via phone you need to call 15+ times before they answer and tell you they NEVER have appointments. Lastly, when you do get up drive to the location and finally book an appointment over two weeks in advanced they cancel the day of. One time is acceptable but two and three times is NOT! They have canceled my facials and massages day of sometimes with less than an hours notice. Horrible customer service. Not worth paying if you can literally never use it!

The massages are unbelievably great! You leave totally refreshed.

The massage and facials are great, but they never pick up the phone or return phone calls. Also raised prices. Ending my membership.

I recommend you don’t receive any services from here they have extremely horrible customer service , the employees are extremely unprofessional and very disrespectful with the customers , when I walked in to go receive services they asked me for my credit card information and for me to leave my card while receiving services, when I politely told her no because I have read the reviews she said I couldn’t receive any services unless I left my card, I was really dissatisfied and very disgusted by the way they treat their customers. the amount of times they have tried attempt fraud and it’s a shame how little respect they have for the customers , go take your money somewhere else this place is the most unprofessional disturbing place ever and it’s a miracle this place hasn’t shut down still. hand and stone spa is a scam operated by all their employees don’t waste your time coming here you will be very unsatisfied by their services.

It was good. Marina beat me up pretty good but at the end it really made a difference. I felt a lot better than I had in a while.

If I can give 0 stars I absolutely would! My first impression was horrible. Went a couple of weeks ago, because a relative referred me to that specific location. However my experience was not what I expected. I have no experience whatsoever in massages so I like to ask information. I walked in and the girl at the front desk was doing these weird dances with her arms and hands. She had her phone propped up and was recording herself to these dances. I was embarrassed for her and myself because I walked in in that. When she saw me she laughed and ran to her desk. I told her I was a new customer and would like information on the services that they provided she murmured something but to find out she was talking to someone on these things she had in her ear. I waited patiently then she told me someone would be right out . I didn’t understand why if she was the front desk lady. She proceeded to scroll through her phone. She never ask if I was okay or having a good day, she ignored me. I told her how long did I needed to wait she got an attitude right away , huffed and puffed. I honestly was appalled by how she worked at the front desk and not even help. Very inexperienced, unprofessional, no manners what so ever. I feel sorry for her parents! But never in my years of being a trainee have I experienced this with my own employees! I left and didn’t bother to ever come back. I will make sure I never refer anyone there as long as the lady (kiara) is still working there. I cannot believe with all the complaints this location has gotten and especially recent ones that they have done nothing about this. It seems the management there doesn’t take into consideration of there customers. I will be taking this to higher authority. Please retrain your staff especially front desk people. Set rules!! No phone! Air pods! Or doing these silly dances. Attitude adjustments!!! Hello!!!??

They never pick up the phone to make an appointment

ATTENTION ALL POTENTIAL CUSTOMERS!!! Do not!! I Repeat Do Not ever patronized this business. Take Heed to my bad experience! This Business will place charges on your card without you actually receiving a service. When you try and ask to cancel your membership, they will lie and tell you they cannot. I should have took heed to other reviewers saying the same thing happened to them. They tell you one price and when you finish your service they tack on extra fees saying they had to do this and that without asking you for authorization to perform extra services. You will also have to watch your credit card statements for extra billing. RUN AWAY AS FAR AS YOU CAN! AND NEVER LET THEM OFFER YOU MEMBERSHIP!! The manager of this business refused to speak to me to resolve issues and explain. THIS PLACE & THE EMPLOYYEEs ARE SO DISHONEST! I AM TOTALLY TURNED OFF & DISGUSTED OF LACK OF CUSTOMER SERVICE!! ONE of employee claim she could not write down my Email address to cancel membership. Go to any other Spa but this one. I Recommend LAPIS in Fountainbleau where you receive TOP Notch service. Something Hand and Stone Massage and Facial SPA know nothing about!! They deserve zero stars , but I had to give one star to post my review. Im considering reporting them to the Better Business Bureau if they dont remove the charges from my card that I did not receive services for and cancel my membership.

Wonderful massage and overall experience. Thank you so much!

Can be a little pricey but nice to have a variety of options for massuses.

Botched my face after a facial and their idea of a remedy is asking me to come back for more services. HORRIBLE.

Did not honor a gift card for an hour massage w/o charging an extra $10 for price increase

People don’t get Get a membership here they have bad customer service hidden fees and penalize you for any cancellation of appointment and membership by taking away credits that you already paid for highly recommend not to have a membership here

Excellent customer service and the manager is so nice! Best massages ever! My husband is picky, and he was so happy that he loves couples sessions here and plan on going monthly. Not only is the staff great but the ambient is relaxing. We love it here.

Always on time and very professional

Excellent service every single time love this Place,

I want to start off by saying that Natasha is the best masseuse Ive ever encountered. (Town & Country Location)However, no massage is worth the hassle that the front desk workers give you. Ive had the same billing problem for months that they continue to say they resolved just for the same issue to come up again the following month. The first time i had signed up to become a member, I brought my boyfriend for a couples massage and there was a misunderstanding. They had made him a member as well WITHOUT HIS CONSENT and put my credit card under his account. I was getting billed twice so I called and spoke to a manager and she assured me that they would cancel my boyfriends account and just transfer his service to my account.For a few months now, everytime I call to make my monthly appt, Theres always an issue. Whether itd be that my account doesnt exist at all or that my monthly services would be in my boyfriends account even after they assured me multiple times that his account was cancelled. Ive spoken to several people about this issue and no one has truly resolved it. Its gotten to the point where I had to cancel my membership due to the lack of accountability on their behalf.Today I wanted to get a massage and I called and spoke to Kiara to make sure my services were available. It turns out I have no services available. I decided to go in person and asked them to look up my boyfriends account that is supposed to be cancelled and all the services were in his account. Kiara was not being attentive and was using her personal phone and airpods. I asked Kiara to transfer the services since its my account and she had the audacity to say that a transfer fee would be charged. That was the last thing I needed to hear and I decided to cancel my membership. I am very disappointed and I will miss Natasha but I cant deal with the level of unprofessionalism and disaorganization.

Great friendly staff. Very efficient scheduling and communication from everyone I encountered. Very comfortable massage beds and environment.

I Absolutely love this place became a member the first initial day.Jamie who is no longer there was the best in giving massages miss him dearly. Kiki is beyond great when it comes to facials she saves my face everytime!

Love being able to call in for a last minute massage.. and even better from Jamie! Women are hesitant to book with males but he makes you feel super comfortable and does an amazing job!! I recommend him 100% and look forward to my next one!

Excellent service.

I have been a member of this hand and stone for four years now. I am always extremely happy and satisfied with the services offered and that I received for both facials and massages. The front desk staff is incredibly polite, courteous, kind and attentive! The licensed masseuses and facialists are top notch! The membership fee is a great deal for these devices that are more expensive at other spas or locations!

Very good massage, good technique, Himalaya stone feel so good $30 dollars extra but help a lote

Booked a deep tissue massage and got a Swedish...so im disappointed in the service I got. Had added on a scalp massage, which was worth the add on though.

This was my mothers day surprise from my boys and it was wonderful! The facial by Mercedes was wonderful and I dont think my face has ever felt this smooth! I also recommend the scalp massage with the peppermint oil...very invigorating and refreshing and I can still feel the tingling 3 hours later!

Good attention and services

I adore Ali, she is amazing. She has helped me so much with my back and shoulder pain. She is professional and knowledgeable. I highly recommend her. She will listen to you and do her best to help you.

I went about 2 months ago, had an awesome facial. I dont remember the persons name but I will definitely return. I left feeling great!

I am impressed with the professionalism of the staff, the cleanliness of the facility, and the total ambiance. My massage was AMAZING! I am now a member and look forward to my monthly massages / facials!!!

I am very happy with the massages I received from Antonio. He is very professional and gives an excellent massage. I am really happy with his service .

I received a gift card for a 50 minute massage. I went to the Town and Country location. The receptionist was very outgoing, warm and attentive.. I had a hot stone massage by Maybellis. It was great and she was wonderful. On the way out I signed up for the monthly membership. I saw all of the negative reviews and the warning about continued automatic monthly billing after cancelling the membership. I will be on the lookout for this and even bring this up if and when I decide to cancel my membership.

Great deep tissue massage. My therapist Ilba is very thorough and very proffessional. I’m glad they went back to letting you transfer the service for free to a family member. The monthly membership is high enough. Would like to see a better price for the additional services in the same month maybe I would get them more often.Overall great place and the staff is always very helpful.

Spa is clean & pretty. Ladies working the reception area are gracious & kind. My aesthetian was very nice. Why did I give 3 stars? I purchased a facial which includes extractions. I had one pimple, medium size. It was sore, raised with pus & top was a bit dry due to me applying pimple medication to try & dry it up. I did not want to pop it myself. My face was cleaned, steamed then the extraction for my 1-pimple & whiteheads on nose. My experience in past has been a pimple like I had that did not pop easily after steam would require a small sterile needle to Pop the pimple then pressure by aesthetian to release the pus/blood followed by passing over the entire face, focusing on areas of extractions with a high frequency “zappy electricity like” wand. This kills bacteria. This did not happen she just kept applying pressure to squeeze out the pimple, no high frequency wand following extractions & left me with a very red area and noticeable scab which is the result I would have gotten if I performed the ‘squeeze the pimple myself”. My pimple area was still sore like there was still fluid beneath. That has never happened & this pimple was not like a cystic pimple (red with very little head). Pimple was red, raised with visible pus but had a dried top. Keep in mind I had teenage & adult acne until age 30 with weekly/biweekly facials performed as I described above with great results . Disappointed with end results. It is now the following morning and I have a very ugly black scab.

Loved the atmosphere. front desk was nice. my first two massages were good (1st) to great (2nd).

My husband surprised me with a massage for my birthday at the Hand and Stone location in Kendall. It was very clean and the staff was very kind and attentive. We chose a couples massage and the ladies who worked on us were very good!

Always love this place! There massages and facials never disappoint! Ill keep coming back!

Hand and Stone in Kendall is SPECTACULARLY AMAZING. The staff is warm and sweet. The spa rooms are cozy and inviting. Ive had many massages in my lifetime. But none to the PERFECTION issued by BLANCA. That woman has the hands of heaven. To heel, comfort, soothe, relax and revitalize.

I went in for a facial with Shannon . It was like i got a 2 in 1 a facial and a massage. I got the microdermabrasion with detox mask. I got pampered , forgot what planet i was on and left glowing. Amazing place !

The best full body massages ever! Great customer service at the Kendall location in Town and Country.

It was our first time at your facility. My husband, who is very picky, was impressed with you facility and the staff as well. The massage was wonderful.

First time and definitely coming back. Had a couples massage and it was the most relaxing experience. Highly recomend them. The staff is very friendly and professional.

Had an awesome time getting my facial and microdermabrasion done as well as a massage

Very nice and professional staff in the Kendall location. Recommend no questions ask

I went in for a couples massage and was charged and additional $20 for a couples room which really adds absolutely NO value what so ever. less privacy my gf was far enough away that I barely even new she was there so not sure why they charge this when perhaps one should get a credit for not having used 2 separate rooms. SMH ????

Very disappointed with the customer service at Town and Country location. The lack of customer service skills from the management level at this location is something I have not experienced. Management has NO care in the world if you are satisfied or not with their service or treatment. The monthly contract deal for me was a set up and management has no intent to take care of the client or abide by the good faith treatment Management was very quick to let me go rather than work a little to fix a situation.

Very good service and staff is very pleasant.

I did my facials with Ms. Mercedez.. She is awesome.. i love the way she did the facial to me... Few people do with dedication and care for the customer, she is one among them! Thank u Ms Mercedez..

The one hour massage is actually 45 min. It was rushed. The receptionist added the stone and head massage to my son, not me and still charged us. My son also felt the session was rushed, especially the hot stone. Not relaxing. I will not return.

I had a facial with Louisa and it was awesome! I have never had one before and it was a real treat. Thank you Louisa you are awesome, I will for sure be back!

Love this place, I come every month and they know how to treat their customers very well.

Great Experience. Doris did great magic and I felt relaxed and new after the massage. I strongly recommend this place. I go once a month and feel better every time. Great service and professionalism.

My husband and I are having our vacation in Miami, we both had an hour massage in Hand & Stone at noon today, was good and price was very reasonable! Thanks!

Went in for the first time and it was wonderful! Stephanie was amazing! Would definitely go back. Great way to relax

Never disappointed.

Greeted very nicely at front desk. Great massage byDolly. Will return soon.

Very pleasant and relaxing experience. Massage therapist was amazing! Definitely coming back :)

Maybe they pay people to write good reviews because I honestly cannot think of one positive feedback for them. The worst company ever go get a massage from hands-down! I wish I can get a hold of the owner of this franchise so I can let him know whats going on at his location. Please if you still decide to go here do not go to Stephanie. Hear me out she is so unprofessional ever would add non-apologetic for making her guest wait over 30 minutes in the lobby while she was having pickles in the back. At the front desk, very wet warm thats what Im hearing on the comments deafly paid comments because theres no warmth with the front desk receptionist she was very cold and rude and not since year with the fact that I had to wait so long

The staff are great, excellent services! Im feeling beabd new after the massage.

My wife and I both get messaged every month since we are members and get a better price than walk in customers.

Eh, it’s good not great. Just really expensive just so your head smells like peppermint. They’re better alternatives.

Watch out! Charging the tip based on non-member pricing!!! Wanted to leave 20% and was charged $20 tip on a 50 min member priced massage! Specify the amount explicitly or be robbed!

Pamela gives AMAZING deep tissue massages!

I booked a last minute facial and they were able to accommodate me. The receptionist was very friendly and courteous. My therapist was Sisy and she was very professional and knowledgeable. I have already referred some friends to her!!

Amazing! The front desk staff is super friendly and eager to answer any questions. Also, Maria did an excellent job! I highly recommend this place. A+

Antonio was amazing, very attentive and professional! We loved our couples massage!

Very Deceiving!!!! I was given a gift certificate from my friend. Booked an appointment, asked me for the certificate number. I even asked if the certificate was valid as a walk in, they said yes. I get the service done and when I handed over the certificate, they told me that it was not valid supposedly. They gave all kind of excuses and explanations, they were not helpful at all, front desk girls were ironic and despot. I called my friend who gave me the certificate and told me that she gets billed on the dot every month. Stay away as much as you can from this place. Horrible customer service!!!!!

Feel like a princess every time, after a service I end up right back on South Beach with my prince like this!

Very good customer service . I Went today for the first time . I was offered​ cocunut water as soon as I walked in . I LOVED it . The place is clean and classy . The receptionist was very sweet. Good customer service is very important to me

I was having tremendous shoulder and neck pain due to the stress on my job. My doctor ordered Physical Therapy but My husband booked a surprise birthday massage treatment for me and the Massage Therapist did wonders. I left without pain and did not have it for almost a month! YAY!!! I will be back!

Had a facial with shannon, she was the best. I’m definitely going back.

I love this place lineth is the absolute best

Beware of subscribing to a monthly membership with this place because when you want to cancel it they continue to bill your credit card and then they refuse to credit you.The ladies in the front have no notion of customer service. They are thieves, I had to file a dispute on my credit card for services billed and not provided.

The inside is clean, the receptionists are very welcoming, however the massages were just ok. Also, was offered a beverage and greeted right away.

Best massages in Miami! My masseuse, Dali, is a wonder!

Very relaxing atmosphere. Great massage. Recommend.

Very disappointed in this spa... if there were no star option thats waht would be here. When they first opened customer service was good, services were also good. Now, you cant get desk staff nor a regional or spa manager to understand your disappointment and follow up.I came in for an 80min. package - yes, package! Got 1hr (if that) bet. pre service talk and post (how was service, get dressed and come out) - Therapist/massage person; needs to be re-trained, loud with items needed for the hot stone massage, the sink etc., care of limbs, foot treatment rushed, facial - did not know what to do and how - Very seriously a total waste of my gift card! Simply stated, I regret I went that day to get her and the type of poor service I received. Imagine the cost of this gift card from a non-member to then be disappointed in the poor service I was given. Ive warned my friends/colleagues to never buy me a gift card from this place again- as they know Im a spa enthusiast. Buyer beware, make it clear of how many mins. you expect from what you booked. My disappointment really stemmed from the fact that No one in charge took the time to reach out to understand what took place and how I was not given what was purchased. Bad news.

Heard great things about the therapists here but havent had a chance to try them because the receptionist was so rude, I turned around and walked out. WORST FRONT DESK ATTENDANT EVER. I believe her name was Kiara (or Ciara) and as multiple people have said, she was awful. I cant believe the owners havent done something yet about her. Rude, unattentive and on her phone, I could not be more disappointed with my attempted first visit. Very unprofessional. I will not be back.

I was very happy with my service. Going back soon.

The Manager Leslie is a horrible person! She is evil to her staff and could care less about the people who go there!

Jasmine did the best facial I have had in months I enjoy my membership to the fullest. Staff is great remember faces and names I truly enjoy this place.

Great place and Doris is the best. Go once a month an get out a new person.

The service is always amazing

Skilled massage therapist, good atmosphere, plenty of options

Great service and relaxing massages.

Great service and very relaxing and comfortable. Recommend for sure.

Nice, clean environment and friendly staff. Great massage!

Very professional, clean and friendly. Jamie is my favorite!

Friendly staff and great massage

Great for a franchise concept, good personal

My husband is very happy with the front desk staff,very friendly but bad experience with the therapist ILBA

Honestly Don’t waste your money , they almost kill me with the massage, 3 days and my back still in pain , they don’t give you the time and attention you really need , poor franchise 👎🏻 And very very bad customer service!

Excellent! Will come back.

Awesome service...

Thoroughly enjoyable!

Dont waste your money, the massage is rushed, you pay for an hour and you barely get 45 minutes, you pay extra for foot massage with hot towels....the towels were cold, rough and mi daughter gives better foot massages than that....I came out more stressed that how I went in

Amazing

Professional and friendly