I want to start off first with the reception staff. I have been coming regularly for the past year & the two that were there tonight are the ones I normally see. Well, they are so friendly, welcoming & helpful. I love both thier personalities, you ladies rock!!! Secondly, the bathrooms are super clean & are in a way an oasis of goodness in themselves. Last but not least my massage therapist the one and only Daniel. I am so grateful and thankful for your amazing talent & gift with your magical hands. Thank you for not only stopping the occurrence of my tension headaches but, also helping my shoulder, neck & back pain, I adore you! You guys are awesome & I cannot thank you enough!! Keep up the great work!!

I bought 2 gift certificates to use for girls day at the spa in August. The earliest I could get scheduled was September 27th . One of the appointments was cancelled by the spa therefore I had to reschedule. The next available date that works was for October 18….that was just called and cancelled today the 17th I understand that people get sick but really?? I will looking for a refund on the gift certificates . I am very disappointed and frustrated because this was supposed to be a special birthday gift for a very dear friend. I will not recommend this place due to lack of customer service.

I had 4 massages and multiple facials. Clarissa was great for the facials. The first 3 massages were terrible. I had 3 different massage therapists and they were all awful. I was upset that I had to pay money for the services that were well under par. The staff doesn’t ask what you are looking for out of a massage to make a solid match with a massage therapist. After I mentioned that the first 3 massages were not good, I finally was scheduled with Chelsea. However, it was several weeks out for an appointment. She was great, but it’s hard to get any regular appointments with her. It’s frustrating to have to commit to a monthly membership they staff attempts to upsell every service. After my membership was cancelled, I was charged a final fee. This place is only getting 3 stars due to 2 stellar employees.

Very professional! They call 3 days in advance to make sure you’re still on for your appointment. After my second visit i got the membership (it’s kind of forced since they don’t mention that your initial visit is a courtesy price) which i don’t mind because i get a massage once a month that’s basically prepaid! I have only had one masseuse since my first two times there and that’s Ian! Amazing, gifted hands.

I visited Hand and Stone for a facial for the first time. It was really done well and thoroughly enjoyed it! Time was taken to evaluation my skin and my needs and the results were excellent. I highly recommend!

Stephanie made my first experience wonderful! I will be returning for sure. My face and body felt wonderful and my face is looking so much better. Thank you for the great service!!

Stephanie has been working on my face with acne and just after a few visits, its cleared up pretty much! She has had great advice for me throughout this process! Cant wait to see her again!

My lady Ashley does great facials. I book an appointment with her every month.

Clarissa was great! I never had a facial before and felt so relaxed. Little expensive for products and read didnt know they had a sign for expected gratuity, until afterwards. But I had already tipped her. So felt weird about that.

Great Reiki healing session with Chelsea. I will be back for a second session sometime.

The massage itself was great. Extremely disappointed that I wasn’t told to arrive early so I came at my scheduled time, 7:45. Took 10 minutes to complete paperwork and change so I’m guessing we started around 7:55. Therapist left room at 8:35 and I paid for an hour massage. Won’t be returning.

My experience was awesome. It was much more than I expected from a chain spa. The therapist I had did an excellent job and was very knowledgeable.

Ingrid was such a warm and welcoming energy. I was immediately at ease and comfortable. She explained everything before we started, and communicated well throughout the massage without talking too much or ruining the calming environment. She may be an hour away but I will be returning to her soon! She explained all the new cleaning policies and the space was definitely properly cared for. Highly recommend!

Love having the membership and the flexibility to schedule what I need each month. It is clean and the staff is very professional.

Worst place to get a massage. I dont usually sign in to write a review but Im doing it this time. I don’t even know where to begin. Before I moved to Lancaster, Ive been with different spa services for years in Philadelphia, and I assure you there are much better spa places that are worth your time and money.I signed up for the membership subscription because I liked the first time I visited. However, the quality of services started decreasing as I kept visiting. I guess customer loyalty isn’t important once they hooked you into the membership, which you need to MAKE A FINAL PAYMENT TO CANCEL – NEVER, EVER SIGN UP FOR THEIR MEMBERSHIP – RIP OFF – I actually read another customer complaining about the membership right before I started writing this review – should have known.Also, the staffs and managers will treat you differently depending on your STATUS. I paid good money to get the service but the therapist treated me like a kid. I look younger for my age but I’m a professional with more than four years of work experience, and even if anyone IS young, the person pays the same amount of money as other clients and should be treated equally respectfully – which was quite the opposite of what I experienced here.In addition, one of the managers I talked to was completely condescending. However, when I mentioned that I’m a business professor at a college while I was complaining about the way they were handling the situation and treating the clients, she suddenly changed her attitude and became much more accommodating. I never even intended to tell her my occupation but she explicitly asked me what I do and what I teach in college. WHY ON EARTH does she need to know my occupation and WHY ON EARTH does my occupation even matter when I was simply trying to get a refund for the service I didnt get? I was really annoyed that I had to drop the fact that I’m a PROFESSOR to get what I complained for. Obviously, you need to be SOMEONE with a HIGH STATUS to be treated nicely here in addition to MONEY.Although I called twice and specifically asked the staff to get the managers to give a call back, I never got one. When I made a call for the third time, neither of your managers were apologetic but just continued to give excuses that they were busy. Once it’s clear that someone wants to discontinue their service, there is no customer care whatsoever, and they become very unresponsive. I hope you dont get fooled by their friendly replies on Google reviews. I think they are just trying to LOOK responsive in public.Lastly, the manager told me she will send me the gift card for the remaining service because I dont plan to return to the Lancaster location ever again due to my unpleasant experiences with both my therapist and the managers. I waited three weeks and called today to check on the gift card. One of the staffs said it is ready but they havent sent it because I didnt request it to be sent, which is completely untrue. I dont understand why I need to make so much effort to get what Im entitled to. I even have a contract signed on cancellation terms that they will mail the gift card to my address.This is my worst spa experience ever, and the location doesnt even deserve one star.

First facial and I wasnt sure what to expect but I felt comfortable and extremely relaxed! Ill definitely be back!

I got my first facial, loveit, it was great Highly recommended, For an hour and then I got a hot stone massage that was awesome thank you Zach and Meghan

Angel is great, Ive gotten the best massage there. Everything is clean, the staff is really friendly, and the environment is relaxing and inviting.

This used to be a warm and welcoming place. Now there’s no personality. I even had to request upgrade. After I gave my name, she didn’t even check to see if I had a membership, I had to tell her. Check in was warmer when I went for a colonoscopy check in, than it was here. Check out was just as unwelcoming. I have a few services paid for, and the I need to reconsider my membership. Won’t recommend anymore and will be looking for somewhere else to go. Personality is non-existing anymore And that’s sad. I used to look forward to going...not anymore.

Barely any availability. We have a membership and every time I call, they are booked up....even if its weeks before the day. We can never use our added up services because of this.

Very friendly staff. We had lunch and the portions were a good size -- enough to fill you up. I would recommend this restaurant.

They all amazing and friendly. Awesome deals and I feel as u get more for ur money here. Best massages i have ever had and will continue coming.

This was my first visit to Hand & Stone. Ive been having issues with my lower back (I am over 50, a bit overweight, and have been working from home in a makeshift home office environment). The COVID procedure of calling when you arrive so they are able to make sure to have room clean and clients kept socially distant wasnt as much a bother as I had expected. Jessica was very nice. She and I talked some, again after 3 months of being hunkered down in work from home status it was nice to be sociable again. Jessica clearly knows what she is doing. She paced herself to allow quite a bit of time focused on my back. I cant say Im cured of back pain, but the massage definitely helped. I look forward to coming back again soon. Keep up the great work Hand & Stone.

Non responsive. Not satisfied with lack of customer service.

I want to know the price of the massage for a facial, and are there any offers

This was my first time for a one hour massage at Hand and Stone. The facility is clean, uncluttered, not heavily scented, and comfortable. The staff greeted me professionally. My masseuse listened carefully to specific areas that I felt needed some attention. She asked which pressure I felt was beneficial and was very careful with my whole body massage. She allowed for relaxation by not talking too much, other than to give some directions; yet she was friendly.

I love this place. Great massages at a reasonable price. Always great service

My facial with Jean never disappoints! She is professional, gentle and easy to communicate with! She informed me about the various options available and the benefits of each. The service was just amazing!The facility is warm , clean and relaxing and everyone is professional and kind!

Very relaxing and very pleasant employeesI would only rate my massage around 3 stars. Not enough pressure on my back. I also always start a timer on my watch when the therapist enters the room, the total time was 2 minutes short of what I paid for. For a first time experience and when I tell you I receive massages every 6 months and looking for a closer spa, you have to expect to give a 5 star massage to sell me on your spa, not to mention the membership that they push too much.Theres way too many other salons in the area to ever want to go back to this one.

This was my first time visiting Hand and Stone. From the moment I walked in the door it was a very relaxing and welcoming atmosphere. I was a little disappointed that my 55 minute massage was more like 35 minutes. The massage therapist came in the room to begin at 12:15p and she finished at 12:50p. Otherwise everything was great.

They posted on here to call and they would help. I called and was treated so poorly. Again avoid this place at all costs they are dangerous and will take your money with no regrets. It took from February to August to finally get them to cancel the subscription. That’s seven months of bills and refused to return any monies even though not used. Manager was not helpful talked down. This place needs to be shut down as soon ad possible.

I received a 3 session gift card and 3 month membership to Hand & Stone, this was my first time experiencing the H&S spa. I would highly recommend to all my friends and family. I was greeted upon arrival by the lovely ladies at the front desk who were extremely knowledge about all the services and products that are offered. Gisele was my masseuse and she was FABULOUS! Truly a five start experience from start to finish. Thank you so much!

Hand and Stone is a such fabulous , relaxing atmosphere! Ingrid is the BEST!!! She always makes me feel so comfortable. She is very professional and knowledgeable. I always feel so rejuvenated after seeing her! I would recommend her to any of my friends and family!

I came here this past weekend for a hot stone massage to find relief for lower back pain. The building is clean and relaxing. The people at the front desk were friendly and professional. My therapist was thorough and personable. He was able to identify problem areas I was unaware of. I would absolutely recommend Hand and Stone. Their prices are reasonable and they seem to be patient oriented.

I really enjoyed my session at this place and the staff were professional and courteous. I will be back soon! Thanks for taking good care of me!

I love getting massages from here. Allison has done wonders for my shoulders, back, and neck! I have incorporated coming here into a biweekly routine whenever possible. Great and very welcoming staff!

Excellent sports massage, much needed relaxation and physical therapy. The setting was nice, calming music, and I liked the extra options they had to add to the massage. Definitely coming back.

Melissa is the best and cares about your well being. Highly recommend

I wasn’t sure what to expect from a franchise, but it was awesome. The staff were friendly and helpful. My masseuse is now my “new best friend “! He really listened and understood my muscles. I signed up for the monthly program immediately. Give it a try - what do you have to lose, but some stress.

The staff is friendly and welcoming. They are knowledgeable and accommodating. We had a very pleasant experience!

My facial with Johnna was the best I have ever had. She was extremely professional and the staff was friendly and helpful. Facility was clean and lovely.

My husband signed me up for the monthly massages over 2 years ago and I love it. Kelly is who I usually see and she is amazing!! I suffer from chronic migraine and she really does help me. The facility is clean and the staff are very friendly.

From the greeting at the front desk to final checkout everyone was friendly and professional. I have experienced several different massages at the spa including, hot stone and sports. I would recommend upgrading to 80 minutes over the 50 minute standard. Worth the extra money. Enjoy!

Initially I received a gift card to this SPA. I am now a member and try to getthere every month. Ive never been disappointed in any massage I received and the staff is super friendly. Highly recommend to everyone!!!

This was my first experience at Hand and Stone Spa, and it was wonderful. The atmosphere was relaxing and pleasant. I was very pleased with Zach, and would recommend him. He did a great job of making me feel relaxed and getting all those knots out that I didnt even realize I had! He had nice little touches such as a warm washcloth to use after the massage, and a drink of water afterwards. I look forward to going back!

I booked appointments for my Daughter and I and have to say was very disappointed. My daughter was surprised that her massage was done with her clothes on, this was our first time trying Hand and Stone and have to say we wont be returning. The people are nice but I feel they are unprofessional, I just wanted a massage and to relax. When I say relax I mean I do not want to engage in conversation the entire time of my massage. There were other things that were disappointing, we tried it and now we know thats not a place we would revisit.

Help how can I stop them. They will not stop my subscription even though I called several times and was told it would be taken care of. They are not helpful not truthful. Do not go near here they will steal from you!!! Is there any way to to get them to do the right thing!!!

Love this Place

The salon is beautiful very relaxing environment I got a prenatal massage and I arrived 10 minutes early and was taken back maybe 5 minutes after my massage and my massage seemed to last maybe 45 minutes I thought it was going to be a hour it wasn’t what I expected at all um I left feeling not relieved or relaxes at all idk maybe I expected something different the every one was very pleasant and I loved that but my massage wasn’t good at all I don’t think I would return I feel no better then when I went I was so excited but it’s ok I should have done more research

They provided excellent self care!! And with no pressure to come back or sign up for the monthly subscription. I felt very welcome.

One star only because the staff is professional and the technicians are good. Horrible corporate business practices, however. Never, never sign up for the monthly membership. My credit card was stopped because of fraudulent activity, and I now have lost 2 months services basically they took $120 from me. NEVER SIGN UP FOR THE MONTHLY MEMBERSHIP, RIP OFF!

I had a great facial. I am seriously considering doing it every month.

I am always pleased with both the massages and facials. Everyone is extremely professional and friendly. The facility is clean and invitingI would recommend Hand & Stone to anyone. It is a relaxing and worthwhile experience.

I went there for a facial massage with Ingrid. She did an amazing job and my face looks and feels great.

OMG, it was my first facial. I had planned to cancel and just wanted to use up my credits. I went and cancelled my cancellation. lol It was sooooo relaxing, like even more than the last massage. Stephanie is who I think helped me and she was amazing. i didnt even know a face could feel like that...it was like the most epic head massage but on your face. I cant believe what Ive been missing. I cant say how effective the facial would be for others because I have pretty decent and clear skin, thankfully, but I did notice smoother, softer skin. What I do suffer from and hate so much is the bumpy nose. its not like blatant because my freckles I think help to conceal it but I can always feel it. She did some extractions that helped for sure. My only ask would be for her to extract more. I went home and finished up myself. Might be a reason she didnt do most or all, maybe it being a first time and limited time to get it done.

Janel and I received a gift card for a couples massage. It was the first for both of us and wow! Allie and Michaela were AWESOME! Thank you for making our first time so enjoyable! We definitely will be back!!

Each Therapist has been top notch. I have become a regular - and typically have Charlie - however in his absence - everyone has been super great - they all listen to your needs and preferences and are very accommodating.

You know, id love to write a review saying how amazing this place is, but i just dont know. I tried to find out. I requested an online appointment as advised 2 weeks ago, listing the day and time and never got that call from someone like I was told I would. My question is, why even offer this if youre not going to follow through with it? Completely unprofessional. So someone else will have my business, as well as the group of 8 I was going to book with me.

Friendly, warm reception as you enter. Clean, well decorated waiting area. I have had several masssages with different therapists and each time was excellent. Zach is awesome and somehow makes me fall asleep every time! I highly recommended you try it at least once! You will be hooked!

How much is it just for a plan old fashion massage?? Never been so Im wondering the price.

First time here for a massage, surrounding were pleasant. Paid for a 1 hour massage, was taken back 10 mins late, Massage started at 8:15, therapist left the room at 8:57. I am assuming that they were ready to close and wanted everyone out. If this is the case, dont book a 8:00 pm appointment. Therapist was pleasant but I really needed a hour massage which is what I paid for. I have had many massages in many locations in this area and in other states and countries, this by far was the least desirable from a time stand point of what I was paying for.

Me and my fiance just got a couples massage here and it was a very good experience. It has a nice professional atmosphere. I had Charlie for my masseuse and he did a terrific job doing a deep tissue on my back. No complaints here!

We got a couples massage and the free aroma edition for our first time visit. The massage was very relaxing and rejuvenating, they talked with you at the end about where you were tens and seemed to needs more attention. Very informative, would go back again for a massage.

I had Charles. This was my first time getting a massage. He was absolutely awesome. He knew what he was doing tremendously!! I ABSOLUTELY loved it and will definately go again and request him. I had membership but cancelled until after summer but I will so join again come fall.

I booked an appointment for my husband a week and a half in advance. We received an email confirmation as well as a welcome email from Hand and Stone. I received a phone message 5 days before my husbands appointment about the online system kicking our confirmation credit card back (please note it had nothing to do with the numbers or the card). They had called and left 1 message. It took me 2 days to call back due to my FIL being in the hospital(hence the reason my husband could use a massage). When I called, they had no record of my husband in the system and told me the “system” kicked his appointment out. After calling and trying to understand I was told that it was there policy that if after 2 phone messages and no call back they cancel the appointment. I have my phone record and they called 1 time! I also was told that they had no openings left and then suddenly there were some appointments available in the morning. The lack of customer service was HORRIBLE and the system doesn’t work!! If I receive I confirmation it is a confirmation meaning it is CONFIRMING that I have an appointment. We decided to take our business elsewhere. We were going to sign up for the membership program but they completely lost our business after this experience!

Amy was excellent!

Great place. Always leave feeling relaxed and rejuvenated.

Great professional service.

Excellent massage today. I have had several therapist there all are great. Michaela was wonderful.

Excellent massage experience...repeatedly. Staff are friendly. Place is pretty and clean. Consistently good service.

Very clean and pretty inside. The staff was extremely friendly and knowledgeable as well. I bought a membership because I was so impressed with Hand & Stone Massage and Facial Spa.

Love Hand and Stone. Excellent services here.

Love this place! Zach S. is who I would recommend scheduling your appt with! He is an awesome massage therapist!

Very relaxing and my skin looked great after a facial!

First time getting a facial done it was a fantastic experience let me tell you the staff was very friendly and helpful and the Stephanie Ramos was phenomenal she had me very relaxed and calm her hands were like magic I recomend hand and stone to anyone.Hands down the best out there! Keep up the great work see u soon

Hand and Stone is absolutely the best place to go to for a massage! They make you feel comfortable.

Me and my wife went for a couples massage and a foot exploitation in February 2016. The service was great! Zach and Chelsea were our massager, I would definitely be going back and recommend this location to anyone.

I always get a wonderful massage here.

Very clean and professional location. Extremely courteous, and both my wife and I were impressed by our therapists technique.

Will not be going back this is the first massage I’ve ever received fully clothed. I was cold and not relaxed at all. I wish I was told this when I booked the appointment. Waste of money.

Good time at Hand & Stone. Nice people, clean place. I would go again.

This was probably the worst massage I have had in Lancaster. The 50-minute massage was 45 minutes and the masseuse did not do a good job. I felt no more relaxed when I left than when I came in.

Jean gives a fantastic facial. So relaxing!

Staff is always friendly, establishment is very clean, they take last min appointments, the therapist always ask questions to ensure you get the optimal massage !

Very disappointed. My masseuse and I were not on the same page. I was supposed to be in for a swedish massage, but I have no idea what the hell that was I was given... Ive had a lot of massages over the years as a professional athlete. The problem is that all these different types of massage are blurred because everyone likes to put their own spin on them and more often than not makes it unpleasant when youre expecting one thing over another.Also, my lower back to my upper thigh was never touched. Basically an 18 black-out zone was forgotten about when I never mentioned any areas that I did not want to be touched on the info sheet or in person.The music was universal and not able to be changed from room to room, (which the website said, All rooms have individual sound and lighting controls) but I guess that means you have to listen to what everyone else is listening to or no sound at all.Overall it just felt way too corporate and cold, (not temperature wise) with the pushing of the member points/rewards system, the pushing of the products, and the assembly line-esque in and out.When I left it felt like nothing had been performed and I was less relaxed than when I went in.My masseuse retired a few years ago and it pisses me off that its so hard to find a good relationship at any of these modern shitholes.Went in with my wife under her name for those interoffice persons fact checking this. Focht was the name.

I used a gift card I received for a massage. Staff was friendly and the massage was great.

If I could give them 10 stars I would!! Comforting atmosphere, affordable, the best massage Ive found in Lancaster Pa.

My husband and I are in the Lancaster area for our 10 year wedding anniversary and decided since I have been a long time member of Hand and Stone in south nj we would book a special couple massage for the occasion. Unfortunately we hit some traffic leaving dinner and I called and told the girl and the desk that we would be 15 minutes late and asked if that would be a problem. I understand the booking situations and wanted to make sure before we traveled out of the way. I was told your two therapists have no one after you so you are perfectly fine take your time. We still hurried and pulled in about 10 minutes late. As we pulled in she calls me back and says actually someone now booked the slot after us and we could pay full price for half the time or be charged half the service for canceling. Aweful customer service. At least tell us that was a possibility before we hurried 25 minutes from where we are staying when you originally said it was no problem at all.

Great customer service in the beginning and poor towards the end. The massage wasn’t worth for what it was cost. Don’t think I will be back.

Everyone is very professional and the service is great. The products are a bit pricey but the brand they sell always is.

Great experience. I will return

Jean is always on top of what I need when I need it. She makes a dazzling facial.

Such a great place with awesome and super helpful staff.

Very prompt, excellent massage, one of my best. joined membership.

Sara absolutely gived the best massage in the world! She helps me so much!

Ask for Allison she is truly amazing.

Enjoyed a wonderful and relaxing massage at Hand and Stone.

Excellent customer service, felt great

Enjoyed an excellent massage

Excellent service and great quality massages