I was gifted a gift card for my bday and called this location to ask about a massage. I told them over the phone I would be using a gift card and wanted to know how I can schedule a massage. The girl told me it was $79 for the massage and she could get me scheduled but to verify the amount of the gift card would cover the service. I called the gift card and I had $100. I called them back and spoke with the same girl, announced who I was and again said I was booking/paying with a gift card. I confirmed the amount of the service for $79 a second time. I went in for my service everything was ok, massage was good. When I came out to pay, I was told I have to pay over $130 for the service. I explained the service is only $79 they said yeah not with a gift card. If you’re paying with a gift card you pay retail for the service. I communicated with the manager who rudely said “we’ll allow it this time but in the future you have to pay the full amount” I didn’t argue with her but I was pretty upset as I had confirmed the price over the phone not once but twice. I then wanted to leave a tip, asked about the remaining $20 on the card, they basically told me I can’t use that money to tip, that’s fine so I left a cash tip. Needless to say I paid them the $79 for the service and they kept $20 that was on the card for nothing. So I paid $99. They didn’t offer any products for the remaining amount or anything they just kept the card. After that experience I’m not sure I would return to this specific location.
Simon Munoz
Aug 2025
My first massage with Stephanie was fantastic. The attention to detail and professionalism was very appreciated, definitely recommend!
Jessica Weyl
Sep 2024
Signed up for the facial bi monthly membership, which means (and explained) I’ll get charged / credits every 2 months. Got charged two months in a row, and they reiterated that was a mistake on their end, they fixed it, and I just got a facial to make it easy.
I got charged again the following month due to a “mistake in their system”, and I ended up just going in to cancel my membership, filled out the proper paperwork, and got the refunded amount back to my card. Great. I got charged again today, and the regional manager said it was “due to not having a signature on file” from the electronic paperwork.
I explained I filled everything out, and even called to verify that all was well same day, to which they said everything had been received. “I don’t know what to tell you”. I asked for the cancellation paperwork from July and today printed out, and he said he “has no way to do that” but “assured” me it was done. I said well this is the third time I’ve been assured it’s been taken care of, and it clearly hasn’t. “Well I can show you” LOL. what a joke.
Listen to the reviews. This place will take your money post cancellations, and think you won’t notice. 0/5. Half apologies from the management staff.
Rodnequa Davis
Aug 2024
will wipe your rewards and not tell you when they expire no phone call, texts, emails etc. reminded. Take your hard earned money and tell you there’s “nothing else they can do about it” highly suggest going to a different massage spa that values their guest.
Erick Rojas
Jul 2024
Excellent service
Mukti P
Jul 2024
** updated review** I'm adding more to my review. Apparently I can't just put a new review given it's been 6 years since the last one.
So H&S are going up on price again! I really hope they are giving to the therapist because they sure aren't upgrading things in the rooms! And after today, I doubt I'll continue. Today I had my service, and I go pretty regularly, and have been a member for almost 10 years. I always go on Wednesday and my therapist, Mikel, who I love! always gets room 3. The last few times I noticed the headrest starts to slide out during the massage. 6 weeks ago I told the front office staff that it's getting worse and it disrupted my service and acknowledged it and would fix it. (And no, They didn't offer anything for my inconvenience). And I go back today for a 100 min massage, Still not fixed and this time I was literally holding it in place during my massage with my right hand! Not acceptable. After about 45 mins (out of 100 min) I got tired and just told him to take it out and I had to keep my face side to side! My therapist can't really do anything about it, he was very apologetic. I tell the front desk girl, manager isn't there. Only offered a free upgrade for my issue for the next service. Seriously! The last owners, when this same issue occurred, fixed it by the next month, and gave a free massage! Great service then. I didn't realize how many years I've been going until now. Beds get worn out, sure I get it. But after telling them it's starting, getting worse, then nothing happen is so disappointing! There should be testing, and servicing these tables For all the price increases they are doing, but clearly not!
6 years ago review; The issue I had was for prenatal massage. Why charge me extra money to physically do less?? Then not even have proper pregnancy pillow! My therapist was great, but could not enjoy, since my belly was hurting from not having proper support. I did vocalize with staff and was not charged extra $10, but I will cancel my membership based on this. I've been member for 3 years. The manger said she was going to get back to me regarding fixing this, but she never called me back. Just very disappointing to not have proper amenities for a big chain massage facility, yet upcharge for "prenatal" massage even though it's weakest massge available.
After a few weeks, when I went to cancel, they showed me they had gotten pillows to use. Not the belly pregnancy pillows, but the long ones to be in side. I decided to give another chance. It was better experience. So I increased my rating to 4 stars.
Jennifer Gagne
Jul 2024
Amazing massage. Natalie listened to my concerns and really took the time to address them.
Anthony Leombruno
Jul 2024
H&S Lake Mary really does take good care of their clients. It's a very calm and relaxing experience from the moment you walk in and are greeted by the nice receptionists, to the greatest massage of your life (Thank You Natalie), to the moment you are thrust back into society feeling refreshed and rejuvenated! 6 stars of I could!
Selman Markovic
Jun 2024
Absolutely horrendous service. The manager Tanya is condescending, rude and needs a class in customer service. My account was according to her deleted. My packages are unavailable and I’m told to cancel my account, I need to pay them more money. F this place and it’s horrible service Stay away at all costs
Kimberley Battung
Jun 2024
I love going to the Hand and Stone location in Lake Mary. The friendly front desk personnel, calming music, and relaxing fragrance in the waiting area make this a great spa. I especially like the massage membership they offer and their app. Both make getting a massage so convenient.
But the best thing about this location is my absolutely great massage therapist, Natalie. I have booked with her the last few months, and each visit has been a wonderful experience. She knows exactly how to work out all the kinks in my back. She always starts each visit asking me if there is a particular area I would like her to focus on, if I have any injuries, and confirming if I want a full body massage. She has such a friendly and warm personality. I truly enjoy my massage appointments from beginning to end.
Cilla Marie
I was gifted a gift card for my bday and called this location to ask about a massage. I told them over the phone I would be using a gift card and wanted to know how I can schedule a massage. The girl told me it was $79 for the massage and she could get me scheduled but to verify the amount of the gift card would cover the service. I called the gift card and I had $100. I called them back and spoke with the same girl, announced who I was and again said I was booking/paying with a gift card. I confirmed the amount of the service for $79 a second time. I went in for my service everything was ok, massage was good. When I came out to pay, I was told I have to pay over $130 for the service. I explained the service is only $79 they said yeah not with a gift card. If you’re paying with a gift card you pay retail for the service. I communicated with the manager who rudely said “we’ll allow it this time but in the future you have to pay the full amount” I didn’t argue with her but I was pretty upset as I had confirmed the price over the phone not once but twice. I then wanted to leave a tip, asked about the remaining $20 on the card, they basically told me I can’t use that money to tip, that’s fine so I left a cash tip. Needless to say I paid them the $79 for the service and they kept $20 that was on the card for nothing. So I paid $99. They didn’t offer any products for the remaining amount or anything they just kept the card. After that experience I’m not sure I would return to this specific location.
Simon Munoz
My first massage with Stephanie was fantastic. The attention to detail and professionalism was very appreciated, definitely recommend!
Jessica Weyl
Signed up for the facial bi monthly membership, which means (and explained) I’ll get charged / credits every 2 months. Got charged two months in a row, and they reiterated that was a mistake on their end, they fixed it, and I just got a facial to make it easy.
I got charged again the following month due to a “mistake in their system”, and I ended up just going in to cancel my membership, filled out the proper paperwork, and got the refunded amount back to my card. Great. I got charged again today, and the regional manager said it was “due to not having a signature on file” from the electronic paperwork.
I explained I filled everything out, and even called to verify that all was well same day, to which they said everything had been received. “I don’t know what to tell you”. I asked for the cancellation paperwork from July and today printed out, and he said he “has no way to do that” but “assured” me it was done. I said well this is the third time I’ve been assured it’s been taken care of, and it clearly hasn’t. “Well I can show you” LOL. what a joke.
Listen to the reviews. This place will take your money post cancellations, and think you won’t notice. 0/5. Half apologies from the management staff.
Rodnequa Davis
will wipe your rewards and not tell you when they expire no phone call, texts, emails etc. reminded. Take your hard earned money and tell you there’s “nothing else they can do about it” highly suggest going to a different massage spa that values their guest.
Erick Rojas
Excellent service
Mukti P
** updated review**
I'm adding more to my review. Apparently I can't just put a new review given it's been 6 years since the last one.
So H&S are going up on price again! I really hope they are giving to the therapist because they sure aren't upgrading things in the rooms! And after today, I doubt I'll continue.
Today I had my service, and I go pretty regularly, and have been a member for almost 10 years. I always go on Wednesday and my therapist, Mikel, who I love! always gets room 3. The last few times I noticed the headrest starts to slide out during the massage. 6 weeks ago I told the front office staff that it's getting worse and it disrupted my service and acknowledged it and would fix it. (And no, They didn't offer anything for my inconvenience). And I go back today for a 100 min massage, Still not fixed and this time I was literally holding it in place during my massage with my right hand! Not acceptable. After about 45 mins (out of 100 min) I got tired and just told him to take it out and I had to keep my face side to side! My therapist can't really do anything about it, he was very apologetic. I tell the front desk girl, manager isn't there. Only offered a free upgrade for my issue for the next service. Seriously! The last owners, when this same issue occurred, fixed it by the next month, and gave a free massage! Great service then. I didn't realize how many years I've been going until now. Beds get worn out, sure I get it. But after telling them it's starting, getting worse, then nothing happen is so disappointing! There should be testing, and servicing these tables For all the price increases they are doing, but clearly not!
6 years ago review;
The issue I had was for prenatal massage. Why charge me extra money to physically do less?? Then not even have proper pregnancy pillow! My therapist was great, but could not enjoy, since my belly was hurting from not having proper support. I did vocalize with staff and was not charged extra $10, but I will cancel my membership based on this. I've been member for 3 years. The manger said she was going to get back to me regarding fixing this, but she never called me back. Just very disappointing to not have proper amenities for a big chain massage facility, yet upcharge for "prenatal" massage even though it's weakest massge available.
After a few weeks, when I went to cancel, they showed me they had gotten pillows to use. Not the belly pregnancy pillows, but the long ones to be in side. I decided to give another chance. It was better experience. So I increased my rating to 4 stars.
Jennifer Gagne
Amazing massage. Natalie listened to my concerns and really took the time to address them.
Anthony Leombruno
H&S Lake Mary really does take good care of their clients. It's a very calm and relaxing experience from the moment you walk in and are greeted by the nice receptionists, to the greatest massage of your life (Thank You Natalie), to the moment you are thrust back into society feeling refreshed and rejuvenated! 6 stars of I could!
Selman Markovic
Absolutely horrendous service. The manager Tanya is condescending, rude and needs a class in customer service. My account was according to her deleted. My packages are unavailable and I’m told to cancel my account, I need to pay them more money. F this place and it’s horrible service
Stay away at all costs
Kimberley Battung
I love going to the Hand and Stone location in Lake Mary. The friendly front desk personnel, calming music, and relaxing fragrance in the waiting area make this a great spa. I especially like the massage membership they offer and their app. Both make getting a massage so convenient.
But the best thing about this location is my absolutely great massage therapist, Natalie. I have booked with her the last few months, and each visit has been a wonderful experience. She knows exactly how to work out all the kinks in my back. She always starts each visit asking me if there is a particular area I would like her to focus on, if I have any injuries, and confirming if I want a full body massage. She has such a friendly and warm personality. I truly enjoy my massage appointments from beginning to end.