It used to be good. They lost all therapists for massage and a good derma practitioner too.Beware! It will be very hard to close the account. They want you to freeze the account for few months, then they will charge you few more times after being unfrozen, if you are watching your card, you would know they are charging again. Now they warn you that you will loose your packages if you don’t use it in 90 days. Sure, please close the account. They make it so hard to close an account.

I was so happy with their basic facial. It was through a promotion. The esthetician was really nice and explained all the different products and their purposes. It was so relaxing I dozed off for a few minutes. My skin looked really hydrated and well cared for! I’m sure I’ll be back.

I kept my subscription here over the pandemic to ensure that this place stayed around. The subscription pricing is very reasonable, and the staff are all pleasant and attentive. Make sure to come multiple times to find a therapist you click with - just be aware that the schedule right now is pretty full!

Stay far away from this place. I stupidly signed up for a membership and canceling has been a nightmare. I was told for over a year that if I canceled, I would lose all my credits. I would pause for three months in order to try and use up my credits. The thing is it was really hard to do that with the availability they had, even before covid.I would ask them to notify my when charges would resume and was told they always notify before a charge is made. That’s a lie.I finally just decided to cancel and lose my credits. It was costing me more in the long run trying to use these credits. I canceled the day after they started charging me again and was told it takes awhile for it to “update in the system” and would be charged once more in July. They also told me I would have 90 days too use my remaining credits. Maybe it changed, but this is not what I was told before. I asked several times for email confirmation of my cancellation and never received it. It was always “it’s logged in our system, a manager will email you.” Nothing.It was really difficult to get on the schedule so I stopped trying. I was looking at my bank account this morning and see they charged me AGAIN. Last month was supposed to be the last charge. I’m absolutely livid. They are messing with people’s money and that is not ok.The services are not worth what they charge and employees cycle through there pretty quickly. I had one esthetician who I really liked pre-covid, but not impressed beyond that. The front desk is aggressive. I would go to try and relax, which is hard to do when they are so pushy about selling you “upgrades.”There are so many other places around here that offer exceptional service and won’t try to scam you. I completely regret ever setting foot in this establishment.

I have a membership here but you can never get an appointment. I have so many credits that I cant use because there are NO APPOINTMENTS FOR THE REST OF THE YEAR with female massage therapists.

Great place clean and all but not impressed for the prices. Have been to other massage chains for much less and better massage.

So relaxing. I love this place!

I was excited to try this place out. I scheduled a facial from Lynnette. Unfortunately, that’s when my experience went downhill. Lynnette was way too casual. It took away the relaxation aspect for me. This place needs better staffing

Kenny is rad - I love coming here because he has great experience in soft tissue release. He has a professional and confident approach to massage that keep me on his schedule. Front desk staff are friendly and the add-ons are awesome. Thanks for helping me get my health back!Update: This clinic has tanked in quality since the beginning of the pandemic. Callie is an excellent massage therapist, but other therapists on staff dont listen when you tell them what theyre doing is painful. Its really hard to get in here unless you book out far in advance. I tried to cancel my membership that Ive had for years because I havent been able to get in, but now they require you to schedule a meeting with their manager to cancel. The cancellation process is purposefully annoying. I no longer refer people here.Update: they told me I needed to schedule a phone call with the manager to cancel. I did, and they never called. They make it difficult to cancel your membership, but have enough time to make irrelevant responses to your review.

This place tries to make it impossible to cancel your membership. I cancelled my monthly membership early last summer (beginning of COVID) - and had to speak directly to a manager over the phone to do so and then started getting billed again recently. I reported the charges to my bank and cancelled that credit card. Today I received a notice from Hand & Stone to update my payment information so I called and they said that their management has changed since I cancelled and that they don’t have a record of it. To make sure it’s cancelled they need updated payment info so I can be charged an additional fee to cancel (?!?!), after already being fraudulently charged for 2 months. I’m hoping my bank can work out those fraudulent charges, but do yourself a favor and go somewhere else for your massages/facials because you do not want to give these people your payment information.

Reply: I am confused by the businesss response. I did push back on the termination date of my membership, intending to go away quietly if they would just honor the termination I assumed I effected several weeks earlier. All I got was, Our policy requires... . After talking with my credit card issuer I contested charges levied after my original termination, and the business fought back, hard, twice. They won with the credit card issuer because I could not prove in writing that I had terminated my service, so I cancelled the credit card to stop the monthly charges. The business had every opportunity to make it right and not only declined to do so, but fought me. I joined because, as I discussed with management at the time, I wanted to be able to book appointments easily without waiting too long for the service, and receive competent services with whomever was available. It was all okay for a few months, ignoring the issue of having to repeatedly fill out the same form, receiving many reminders of the same appointment, and similar technical annoyances. Then, the online booking engine started having serious problems, which were eventually resolved (read: exascerbated) with a complete overhaul (due perhaps to the security breach) that resulted in not being able to effectively book an appointment online at all. With the COVID closing the business got far, far behind. Then the staff exodus began, leaving them eventually with only one, part-time female massage therapist. It took a long time on the phone to book an appointment, and the available slots were several weeks in the future. I finally cancelled the membership on an extensive phone call, and booked the remaining services in my account. At the last service the staff informed me that they had no record of my cancellation, and the I would have to fill out (yet another) form, speak with a manager and give (an additional) 30 days notice. I ended up canceling my credit card just to stop the auto-bill, and the business kept some dues without providing service.

Please read if you want facial, On their website they have 69$ for facial I called for appointment they said it is now 79$ , however after I back home I got a pamphlet from them said facial is 69$ not only they charged me extra 10$ but when I called she said the prices has changed I said I just got your pamphlet today... however do not trust them at all, on my facial I got head and neck massage 90% of time and she did not work on my skin so unsatisfied and disappointed, when I asked the front desk why I got massage instead of facial she said this might be Lynn technique I can give you your next appointment with some one else, of course I don’t wanna come back here I paid 79$ for facial and got neck massage instead so sad wish my money back

I had a membership for a few months here, getting a facial and a couple massages. The facial was fine, the massages were not great. After trying a couple different therapists I decided it wasnt worth the money.Trying to cancel my membership was difficult, of course. After two weeks of no response from the manager I had to insist on getting a call back.Overall I think there are better places to go.

After not using the membership for several months due to a busy schedule, we decided to cancel our membership on June. The manager said she would suspend the account until November and give us time to use all our unused appts. She said I would NOT be charged until they contacted me again. I realized in August that I was STILL being charged a membership fee. I contacted them and requested a refund. They said they waiting for a response because they could not issue refunds at a Spa level. I followed up on Sept 23rd with STILL no refund. They said it should have been processed on Sept 22 but to give them 72 hrs to post. I checked today and I was CHARGED AGAIN! STILL NO REFUND!!! Very unsatisfied!!!

DO NOT GET THE MEMBERSHIP HEREIt’s insane for the cancellation to go through. I requested a cancellation of the membership in June and I am STILL being charged every single month. I tried reaching out 4 times already for the cancellation.

My experience to date at Hand and Stone - Kirkland has been great! I have had multiple massages and a facial - all the staff have been great and listen well. No pressure to buy products or services - such a plus for me as Im way more inclined to actually purchase etc. when not pressured. I would recommend trying it out. Im on the membership plan but feel like I dont have to be to get the same great service every time.

Really good experience. Ask for Kalli. She provides a really customized experience based on the individual and incorporates several techniques in one session.

My facial was relaxing but unfortunately I will not be booking again. I saw Lynnette. I was looking forward to extractions and that was very minimal even after I brought up some congested areas. Also, its the little things but I did not receive a décolleté massage which super bummed me out. Went as a girls day treat and my girlfriend had the full experience. So, it may just have been who I saw.

Kaylee at Hand and Stone was great. She gave me an hour long massage that was exactly what I needed. She will ask about what you want to focus on before the massage begins which is very helpful to the most out of you massage.The facility is very clean and nicely appointed; a calming space to relax and get a great massage or facial treatment.

The staff was very friendly and inviting. Upon coming in, I was greeted with a smile and the atmosphere in the lobby was bright, and welcoming. The masseuse was very professional and the pressure at the beginning was a little on the softer side, but after asking me, I told her she could massage with more pressure, then it was perfect. The massage bed was warmed up and very comfortable. Once completed, I had some of their delicious coconut water to rehydrate me. Im very tempted to purchase some of their coconut water. Maybe next time I visit I may have to buy some 😁

Had my facial today with Stephanie and enjoyed it so much. I told her I was having a bad migraine and she worked very skillfully to ease it (not even to mention she was super sympathetic). I felt ten times better after my visit. Thank you, Stephanie! You made my day today.

Nice service, friendly staff and great value.

Ive been to here at least four times now, and will continue into the foreseeable future. Every time I have gone, it has been with Tatiana, and not only has she been amazing at helping me with my stress and aches, but she does so very professionally without seeming cold. Having a massage each month with her is well worth the cost and travel time, and I would encourage anyone with reservations to try it out.

I love how clean and well organized this spa is. Ive had great experiences and never been unhappy. I do highly recommend Hand and Stone.

Hand and Stone Massage has great massage therapists, excellent customer service and is a wonderful value for the cost. I am looking forward to whenever the global pandemic is over and it is safe for everyone to be next to each other again!

Excellent facials by kind and gentle estheticians, each month I am happy to receive care for my aging skin. People always say I look much younger than 65! Products used here really help, and I have purchased only a few as of March 2019. Spring and summer require more care, so as time goes on, my plan is to continue with the wonderful services here. THANK YOU HAND AND STONE SPA!!

Allison is great! She is my massage therapist since before pregnancy, during pregnancy and after pregnancy. Very versatile and knowledgeable.

I visited for a facial with Emerald. She was fantastic! We talked about products I use, and Emerald only had one product suggestion instead of the usual oh, you need ALLLLLL these products right now, which I really appreciated. So much that I bought the cleanser she recommended. The facial itself was really relaxing, and my skin was literally glowing. Emerald has a gentle touch and very mindful of ensuring I was relaxed and comfortable. Ill definitely be back!

Overall my experience here was really outstanding! The promos are exceptional, and as a first time visitor, I was really pleased. The whole place smelled like peppermint and I felt pampered. The spa professionals were nice and helpful. The reason I dont give 5 stars is two fold: my services both seemed to end very abruptly.... like, one second your deep in relaxation, the next second your jarred out of it with instructions and a closing door. It felt like a rushed way to end the services - which up until that point had been awesome. Secondly, the follow up communication is OVERWHELMING! Ive received on average three emails a day from this company, and already tried unsubscribing once. You guys will irritate people with this volume of reminder texts, emails, follow up emails, survey requests, etc. Tone it down! We want to be relaxed, not overwhelmed.

This was a mediocre experience, unfortunately. The therapist was a bit rougher than I asked for. Theres upsell at every turn... which was too much. Initial intake info was way too long and who the heck uses paper to register these days... havent these folks heard of $40 tablets and Google/Microsoft forms?The room itself was ok, although I was told that the bed hasnt warmed up yet... not exactly what one wants to hear.Then there was a part of the sheet being on my throat and when the guy started pushing on my shoulders - I remembered all these movies Ive seen of people being choked... ;) Im joking in terms of movies, but the sheet did feel a bit uncomfortable pushing on the neck there.Anyway, with all of that stated - I dont think Im coming back.

Just finished my first massage here. Deep tissue. Went very well. My massage therapist Allison was very pleasant. Good conversation throughout. Relaxing, also was able to workout the big knot I had and one I dont know of. :) Think I may take advantage of thier monthly membership style massages.

I have been a member for the past 2 years. I am happy with their staff and massage practitioners. I highly recommend their massage services.

The massage was pretty good but it was very hard to relax into it because the gal kept going on and on about the services they offer. I felt like I was being massaged by an infomercial. I wont be going back.

I had an absolutely wonderful facial. The most relaxing experience ever, and my skin looks wonderful. Elinor was my technician.

I have had massages from 6 of the therapists on staff here, and all of them have been excellent. The front desk is wonderful and really does their best to pair you with the therapist that is right for you. I would recommend this spa to everyone.

Shawn is absolutely fantastic! Provides functional massage that makes a difference. Never had a bad person here since ownership changed from message envy.

I had the best massage and service here. I get horrible migraines and Allison took her time to really help with the pain.

The massage therapist applied cups (a complimentary add on this month) to an area of my neck that is visible. I didn’t realize it at the time, I was in a sleepy massage-state. I wasn’t warned, “hey, this might bruise your publicly-visible neck for up to a month”, I didn’t sign any sort of consent or get any aftercare instructions. It was only when my husband pointed it out that I realized I have two massive hickey-looking bruises on my neck that I will need to disguise for the next month. I called the office to say, “hey, you should be training your staff not to apply cups to visible areas and warning customers in advance”. I was offered a free add on “to my next service” and advised to use a warm compress and green tinted concealer. I’m mortified. The cups didn’t even feel like anything, and based on the way my back bruised, were not symmetrically applied anyway. This would be almost funny if I didn’t have a public-facing job that isn’t conducive to wearing a scarf all day long. Christ, I only came here because my usual massage therapist has been booked out. I’m so sorry Marissa, this is what I get for cheating on you.

I scheduled a 1 hour hot stone massage since they advertised a decent price for first time clients. I’m looking for a new massage place so I gave Hand and Stone a try. The massage was mediocre. The girl kept talking and it was impossible to relax. Don’t get me wrong, she was nice but I probably wouldn’t book with her in the future. As I was checking out, I was told a bunch of stuff just so the girl could con me into signing up for a membership. I had specifically asked her several questions so I could clarify what I was getting. She told me my next charge would be 4/5 and I had a massage to use between when I purchased (which was on 3/8) plus she gave me a coupon for another free one. I specifically asked her when the benefits start. She said “you can come back in a week then the following if you’d like.” Okay, so that means I have a massage for my membership plus the free one with the coupon? “Yes ma’am”. I was very hesitant since I don’t trust places automatically withdrawing funds because I’ve had a bad experience in the past. But what the heck, maybe this place isn’t so bad. I’ll give it a chance. A few days later I book a 60 minute hot stone massage with a different girl than I originally had. I show up at 5:50 for my 6:00 appointment. I go to the check in counter and the assistant manager tells me it’s going to be $109. Excuse me? I told her I had a membership. She said “yes but your free one doesn’t start until after you’re charged on 4/5. But you still get the member pricing.” Uhhh... not what I was told. I explained the girl who sold me the package told me completely different info. She said I had my free massage with my package plus the free one with the coupon. The assistant manager said “well I need the coupon.” I told her it was at home and I didn’t bring it because I was told I had also had the other free one. She wanted to get lippy so I told her to cancel the appointment because I would have to go get the coupon. She said “I can’t let you leave here without paying.” Excuse me? I’m not paying you anything. First of all, I didn’t get a service. Second, the employees either don’t know what they’re doing or purposely giving false info to sell memberships. Finally after arguing with her, I told her I would go home and come back. I get back maybe 15 minutes later and checked in. Next thing I know, the same masseuse I saw the first time was ready for me. I booked with another girl for a reason. At this point I was so annoyed that I just went with it. She didn’t even do the hot stone like I was booked for. But I didn’t say anything because I was so over this place by that point. After my service I checked out and the assistant manager apologized and asked who sold my membership. I told her and she kind of chucked saying “she’s the newest employee so she probably didn’t know.” That’s not an excuse. There were 3 other employees there, ask if you’re not sure. Long story short, I’m cancelling my package and not returning.

As someone who does Crossfit which includes weight lifting, its hard to find a therapist that can really get in there and break up adhesions. When I booked my appointment it was with the expectation of a couples massage for relaxation after a rough week. When we got there and started to talking to our therapists it was clear they were wanting to address problem areas and help us walking out feeling not only relaxed but released. I was blown away and signed up for a membership that night. I am so happy I found them!

I had Ryan as my massage therapist and he was great! Very respectful, knowledgeable, and talented. He was great at asking me if the pressure was ok and gave me other resources to help the tension in my upper body. Overall, I had a great experience!

I really loved my massage therapist but I feel like this place is over priced. And to not be able to cancel your membership with out talking to the manager thats a bit weird. My massages were always amazing but my guy was a bit flaky with our appointments. I tried to come regularly but it just costs so much and they expect you to get all the add ons. The receptionist team can also be rude as well. I am not happy with this location and will not be coming back.

I had a massage and facial and walked out of there refreshed, glowing and relaxed. I felt pampered while there while getting educated on how to go forward with my regiment to take care of my body. Kudos!

It is an incredible experience getting my facial and results afterwards. I live in Spokane but visit Kirkland often. A facial and massage are always included in my visits.

Great massage! The employees are kind and professional. Since they opened here only a month ago, there is a low introductory price ($60) to attract new customers and all the equipment appears new.

Had a wonderful experience at Hand and Stone in Juanita / Kirkland! The service from all staff members was exceptional. The environment was beautiful and perfect for a relaxing experience. My massage was the best Ive ever had out of a dozen or so in my lifetime.. Miki L. was professional, considerate and provided an intense/great therapeutic massage for my first hour that really hit the spot, relaxed my back and reset my body/muscles/soul perfectly. Nice variety of things that really helped me get the most out of the hour. I chose to sign up for monthly membership and will be back monthly, requesting Miki. She and the other staff, like I said, were amazing!_ thumbs up/highly recommend this place to anyone/everyone!_ :)

Do you want extremely rude, unprofessional customer service from the front desk girl? When you ask a question do you like the response from the front desk girl to be Im sorry. Im busy. I have a lot of things to do. I dont have time to answer your question - Do you enjoy being hung up on, not once, but twice when you call back to ask your question again because she was too busy doing other things the first time when she hung up on me so she hung on me AGAIN because she was still busy - The front desk girls name is KATIE. Hand and Stone, you desperately need to hire professional staff. Are you aware of the type of customer service your clients are receiving?

Gave this place a chance twice. Spent A LOT of money. Recieved 2 very mediocre massages :( huge disappoint. Im willing to pay high prices, but only for quality. Maybe I just had bad luck. Will not be going a third time.

My boyfriend and I enjoyed a couples massage here yesterday. I have had many massages in the past but this was his first professional massage. We both had such a great experience. The front lobby was so inviting and instantly had us relaxed, our room was so cozy and clean. Thank you so much for the wonderful massage- we felt months of stress melt away yesterday. We will definetly be back. Highly reccomend Hand & Stone Massage for your next massage!

The massage itself was good and the massage therapist was polite but I didnt feel welcomed. The front desk staff is a little cold and impersonal.I also hoped to receive some information about what products to incorporate in regular my skin care routine but didnt eventhough I request it on the forms you are required to fill up. 😐

Thomas and Jonathan are the best !

I had an amazing experience!!! From the moment I walked in the door until I left after my fabulous massage, I experienced total bliss. Thank you for the amazing time- I can’t wait to come again!!!!

Miki works miracles! I am a regular here and recommend this place because of Miki!

DaRis is the best. This salon is new so they are still learning. Otherwise I would have given them 5 stars.

It took me several visits to find the massage therapist that was a good fit for me, but now that I have, these folks are excellent.

Just had my first CUPPING massage ! I cant believe how amazing it feels and effective. My therapist was a master, this is life changing for me.

I started coming here two months ago when I had just had one of the worst tension migraines Ive had in my life! My massage therapists have worked out most of the tension and I feel so much better! And thanks to a facial, I think I took five years off my face!

We had a fantastic couples massage. Great communication and they did a fantastic job.

Hand and Stone Massage and Facial Spa in Kirkland, Washington provides professional spa experiences at affordable prices. It is great to be able to experience a full body massage to relieve the tension from a hard weeks grind and what is even better is their spa day promotions which makes it even more affordable to then try a facials performed by a fantastic esthetician who tailored the whole service.

Staff is friendly. Great customer service. Massage was very mediocre. Very expensive for a disappointing swedish :/

They do great work and have a wide variety of skilled massage therapists and aestheticians. Doesnt hurt that every month they have a free service of some kind either.

Very friendly and Stephanie gave me a great facial and microderm.

Great hot stone massage and facial!

This place have the worst customer service I ever encountered. I called them to make a a reservation for a couples massage Sunday. I wanted the massage Monday. The lady was able to book it after I repeated my information 100 times to her. Next day I made the mistake and for some reason I thought I booked the Bellevue location so I showed to Bellevue at 3:05pm (appt was a 3:30). After some research I gave the number I called to the desk lady and she told me I have booked the Kirkland location. I told her ok I can drive there, she told me let me call them we can do it here, so let me see how I can fix it. She called the Kirkland location and they cancelled my reservation (or so I thought). I asked are you sure I am not going to get charged I know you charge 100% for no shows. The lady at the Bellevue location told me that I would not get charge. So next day I checked my card and Kirkland charged me both messages. So I called them and they put me on hold for 10 min just to tell me they will call me back because they couldnt find my reservation but they find the card number ! So after 1 hour I called back and they put me on hold again. Then she comes back and tells me she charged me because I was a no show. So I told her thats not what you told to the Bellevue location. She insisted it was my fault. I told her I explicitly said I can drive to Kirkland and they told me they could change it to Bellevue. The lady kept arguing with me and I finally lost it and told her this is your fault I called and asked you told me it was fine, you put me on hold twice to then tell me I didnt show up. You are incompetent. You could not find my reservation but yet charged me now you are telling I am a liar? So I called the Bellevue location and in 10 min their manager got this resolved. Called me back and apologized (Kirkland lady never did) and told me if in 3 days you havent been refunded call me directly. Thats customer service. Horrible experience with Kirklands personel.

Nice facilities and competent staff. Massage was great.

The staff is very courtesy and Lovely

Loved it, 90 minutes is the only way to go.

Eleanor was great. Recommend her for skincare and info!!!

Got the Himalayan Salt Stone Massage with Miki. AWESOME!!!!

Hit and miss with the masseuse

Very relaxing and in and out!!

Wonderful massage.

My face is perfect

Love Tim

Amazing facial!!

Very professional