Hand & Stone Massage and Facial Spa

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Address: 5641 Red Bug Lake Rd, Winter Springs, FL 32708, USA

Phone: (407) 966-4500

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State: Florida

Zip Code: 32708

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Reviews

The Hand and Stone location in Winter Springs is the location I have visited and on which I am basing my review. I find this location to have kind and courteous staff who always understand when you're a little groggy after one of their wonderful massages. The waiting area is even tranquil. I'm always asked if I would like a glass of water, which I appreciate in this FL heat. My favorite massage therapist is Andrea. While in the rooms, I do not hear any outside noise and am able to relax comfortably. I have used the restroom facilities and found them to be clean and spacious with everything in working order. Sometimes I wish I could stay there all day, and not have to go out into the hustle and bustle of the real world, so my only complaint would be how fast the time seems to go by when you're getting a relaxing massage.

 8 years ago (10-07-2017)

Unfortunately, I have to agree with the people that note the lackluster customer service. I typically do not go here, but my parents out of state purchased me a prenatal massage and a relaxation massage for my husband as a congratulations on our new little one. Hand and Stone called me to let me know this and asked when I would like to schedule for. We scheduled for the following week. After the massage was over they said they had no record of the purchase or information for my parents and tried to say they were doing us a favor by applying coupons to get a lower price (which was higher than what they quoted my mother originally). They had us stand at the counter for 20 minutes even after I played the message their employee had left we still stood there and were treated awfully as two young women tried to figure out where the information had been placed in their system and questioned us as if we were making up being called about this gift. They tried to say that they don't call people to do this and questioned why I didn't have a gift card - I then played the message that was left for us to schedule on my cell phone and they began to blame the employee who left it- not a relaxing experience. In any business, mistakes happen... they could have said they were sorting it out with a smile on their face and a professional demeanor towards us and each other. The lack of professionalism prevailed as they called a parent while we waited and they noted that the client was under 17 and they should really have a parent there but wouldn't make her come down (this really concerned me from a legal aspect and made me question the procedures used).  I will be calling my OBGYN tomorrow as the heating table was put on during a prenatal massage, I was weary of the heat and was told it was minimal - feeling uncomfortable with it I asked that the heat be turned off into the massage, but the table was so hot I cannot say I am sure it indeed was turned off at my request. I truly hope the person who conducted my massage was indeed certified. Overall,  at what should be a very joyful time in our lives, much undue stress was caused by their awful customer service and poor training of the new employee they tried to blame for all of this who wasn't present at the time. There are other great places in Winter Springs for people to go for an enjoyable experience where you are treated as a valued customer and you do not have to worry about the expertise that may effect the well being or your baby if you're a mom to be.

 8 years ago (05-09-2017)

I've been a member since my first visit this past September.  I had back problems that required medical attention and weekly massages.  The four therapists I saw were knowledgeable, caring and professional.  The hot stone massage was delightfully relaxing.  The entire spa is scrupulously clean.  I also had one of the best facials ever with Irene.  This is definitely a spa for rejuvenation.

 8 years ago (16-02-2017)

The worst customer service experience I've ever had! Their manager Kara needs to go back to school and take notes on how to deal with customers! She is a joke and a total waste of money for this company. 

 8 years ago (29-08-2017)

I have been  a member for over a year now. For every amazing massage I walk away way I have four bad ones. There is no consistency with service, which has caused me to cancel my service twice. Management tries to correct the issue with giving me an extra service but honestly I rather have a good relaxing massage every time. 

The latest experience I realized that I only received a 35 minute massage. I was early so I am not sure why I was taken 5 mins late, then I waited an additional 5 mins after I was undressed for the lady to enter my room. I was out of my massage dressed by a quarter til.

 8 years ago (02-05-2017)

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Hand & Stone Massage and Facial Spa

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