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November 2023 by leslie andreu
Unfortunately, I had a terrible experience here.I went into the Doral location for my birthday since my Godmother had gifted me a facial, and I happened to walk in 9 minutes late because I couldn’t find parking. After feeling terrible for getting their 9 minutes late ( I called to let them know ahead of time that I was running late), the lady doing my facial greeted me sassy and rude and didn’t let me go into the bathroom before my service. Throughout the facial, she barely took out any blackheads out and just put two creams on my face with a horrible (non-relaxing) massage that lasted 2 seconds and then told me to leave. I’m unsure if it’s because I’m young, but I have gotten facials done since I was 15 and never had such a bad experience. I suggest this establishment talk to their facialist to do a better job with customer service because she sure acted like her only goal was to get me out there so she can go home.
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October 2023 by Laura Sastre
I went for a facial and was treated by Karen in Doral. Unfortunately the experience was unsatisfactory for several reasons.First of all, they made me wait 10 minutes and the facial lasted only 40 minutes when in fact it should be 50 minutes.Not only did they not apologize, but they demanded my tip without any kind of explanation.On the other hand, I was very upset that Karen spent the first 20 minutes trying to sell me two treatments that I had not requested and even though I explained to her that I am in the middle of treatment with my dermatologist.In addition, she told me that the basic facial was useless except to leave my skin clean.Finally, at the front desk, I was again offered the membership that I always refuse and asked for an explanation as to why I was refusing it.I definitely do not recommend this place and will never return.
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September 2023 by Erica Y
I am very disappointed in this hand and stone. I have been a loyal customer of multiple hand and stone chains for years, and this experience has completely thrown me off. Your employees are misinformed about your subscription services and yet I am the one who has to fit the bill, because I was given the wrong information. When I ask to speak to a manager, I am given the run around and told I will get a callback which I never did. DONT go to this hand and stone unless you want poor customer service. It's truly a shame, because some of the masseuses know what they are doing. Honestly, I might just try massage envy. This experience has literally cost me $70 on a massage I couldn't even use. VERY DISAPPOINTING.
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August 2023 by The Chatman Legacy
I have been visiting hand and stone for 4 years. I received a gift from my friend to visit the doral location for the first time. I dont want to take away from the massage therapist, because she was amazing! This location has completely ruined my experience with Hand and Stone forever. No refreshments were offered before or after my services. The experience here compared to other locations is horrible. My friend who has a membership mentioned it to me while we were checking out so I decided to sign up. The young lady did not even ask my name, email or phone number, only my credit card. I had to return to the store to give her my information. I purchased a membership at the Pines location for my sister 2 days later, where she received a welcome gift bag and great service. I didn't even get a thank you or even a receipt!!!! The service is at the Doral location is solely based on demographics. When I called the location to voice my concerns and the lack of empathy or even a simple apology proved exactly why I need to cancel this membership and never return. No one offered to make this right or even just apologize and retain me. I spoke with Ryah who made this all even worse. These young ladies at this location need to treat every paying customer equally and provide better customer service. The manager does not even bother to respond. The lack of response for a valid concern is just crazy to me.
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August 2023 by Lizabeth Miguel
Love the attention, professionalism and customer service. The only thing that I found was a bit of an inconvenience was when I booked a couples massage and they requested me to pay each service separately. Meaning, I had to swipe my card twice. I understand there’s probably a logic but I found it to be an inconvenience especially when some credit cards give you a hard time swiping double in same location. I think they should improve that. Also I requested an email copy of the receipt and never got one. But definitely we would go back.
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August 2023 by amy mehndiratta
I am a Physical Touch person and never ask my therapist to not touch me at certain points, trust is everything when it comes to this profession! Hand and Stone has been my go-to for over 5 years and the entire crew has just been amazing. Their subscription costs are at par with the industry. I have had massages and spas in the past all across the globe and never felt the urge to write a review to anyone because they all provide a service I have paid for and expected, but this time was different.Luce was extraordinary!! She found a stress in my neck leading to my right shoulder that I didn't realize was bothering me but she noticed it the way I was standing while our initial conversation. She made me relax to an extent I had never imagined is available with a therapeutic massage. She massaged and stretched my thighs, legs, arms, back and neck that felt so good - I don't even have words for it! These 5 stars are all for Luce and her God-given talent. Thank you :)
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August 2023 by Emilie Lares
Love everything of this spa. Staff is friendly. I feel very calmed and pampered. Facials and massages are delicious!!! Parking is easy. I became a Member and loved it!
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August 2023 by Mafe BV
Update:I want to provide an update to my previous review after the issue I faced was resolved. I had the opportunity to speak with the manager, and we were able to address the problem. While I appreciate the effort put into resolving the matter, I still believe that the initial situation was mishandled.The fact that I was charged after the cancellation was initially requested continues to trouble me. It felt as though the cancellation was disregarded entirely, despite my waiting for an hour for it to be processed. However, I would like to acknowledge that the service provided by the establishment has generally been satisfactory, which is why I am giving it a 3-star rating.My intention behind this review is to provide constructive feedback. The cancellation process needs improvement, as clients should not have to wait extensively to be attended to by a manager. Availability of a manager should be ensured to facilitate such situations without prolonged delays.I want to emphasize my dissatisfaction with the cancellation procedure, but also note that I recognize the positive aspects of the service. It's my hope that my feedback helps the organization make the necessary changes to prevent such issues in the future.Thank you,Maria B—————————————————————————I must express my deep dissatisfaction with the handling of my membership cancellation at this establishment. Six months ago, I was forced to wait an hour for the manager to cancel my membership, only to find out recently that my card has continued to be charged. This is not only unethical but a breach of trust and professionalism.Furthermore, I have evidence of our correspondence on this matter, so any claim of not having me in your records would be both inaccurate and misleading. Transparency with clients is paramount, and it's essential that those reading reviews are not misled by attempts to minimize the issue.Previously, my experience with this organization was positive, but I am left profoundly disappointed and frustrated. Despite numerous attempts to resolve this issue, I've been met with unfulfilled promises and insincere assurances that the manager will call me back. This lack of regard for a client who has been loyal for over a year is disheartening.I am a student and cannot afford these unwarranted charges. It appears that my situation has been taken advantage of, and this is unacceptable. Regrettably, I have come to agree with others who have faced similar issues.I implore the management to rectify this situation immediately. No one should have to endure such unprofessionalism, and I hope that future clients are treated with the respect and honesty they deserve.
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August 2023 by Daniela Giraldo
Amazing front desk and customer service, Kailey is so helpful.Completely recommend there facials, Viviana is so gentle with my sensitive skin. Been coming here for months and also have their membership, love it here
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August 2023 by Danieska Mendez
I had the best massage and facial at this spot. I booked with Samira. My facialist was Michelle and my massage therapist was Odalys, and was helped by Raya, and Kailey at the front desk, they were all top notch. Completely satisfied with their services. I will for sure be coming again.
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August 2023 by Rosie Gil
Initially became a member at a different location and have transferred everything to this location. Love the staff. Kailey is amazing and has always helped me set up everything and Raya is also very friendly! Isabel, Sonia, and Alicia are the best therapists. 10/10 would recommend!
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August 2023 by LA C
I gifted my brother one of my services and he did not have a good experience. I’ve been going to this location because it is closer to my house, but based on the managers response to the valid complaints, we will not be coming back. I understand he did not pay for the service himself, but I still paid for it. Will not be coming back to this location.
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August 2023 by Juan Pablo Casas
Hand and Stone Doral a great place! The staff and service is exceptional. Special thanks to Kailey in the front desk and our masseuses (Isabel, Alicia, and Sonia) for always taking great care of us.
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May 2023 by Vero Ruiz del Vizo
Be cautious with this company for three reasons: 1) They do not allow unsubscribing without the presence of a manager who is only available at certain times. 2) Moreover, this company makes direct advertising calls to minors in order to schedule appointments with their memberships and then charge the children for these appointments. 3) Their staff does not seek solutions to maintain a good relationship with their customers. Specifically, I was served by Ari who, regardless of my explanation that they were promoting a Mother's Day special to an underage girl, did not seek solutions, despite the fact that we were loyal customers of the establishment.All of this occurred on Mother's Day. Excellent service for ruining the loyalty and joy of any woman. It's very sad and regrettable that there's a place that takes advantage of minors, and even sadder that they don't take care of their recurring customers.
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May 2023 by Yuleana Gomez
My husband and I have been recurrent members of Hand and Stone for more than a year now and come every 1-2 months to get our couples massage. We came today and I had the worst massage I ever had from my therapist Malva. No pressure at all even after I kept asking for it and basically all she did was but oil in my body. We’ve been loyal customers and after asking front desk about this issue all they told us was “yeah, a lot of people complain about her” and proceeded to check us out with no resolution.
