Hand and Stone Massage and Facial Spa

I called to cancel my appointment. I was given an option to leave a message for cancellations, so I did. Shortly after I called, I received a text asking if I wanted to reschedule. So, obviously I canceled! This was 2 days before my appointment. They called and told me I was a no show and charged my debit card including a tip. $139! I am contacting my lawyer and taking them to small claims court. I canceled. Someone on their end messed up..charge them!

If I could give 0 stars I would. The “manager” Kaitlin is incredibly unprofessional and rude. The assistant manager rolls her eyes at customers. When an esthetician is late it’s fine for them to cut your service short at your expense. The esthetician was unprepared, late, didn’t know what service I was booked for, and the spa was out of the appropriate products for my service. When escalated to customer service, the employee lied and said a resolution had been given and I was late to the appointment, despite having 2 employees witness me arrive on time for the appointment. I do not recommend this location. Save yourself the headache at go to literally any other spa.

Edit: “Please know” that once I had waited for 15 minutes past my appointment start time (while 9 months pregnant btw), I made sure to know what time it was, what time my service started, and when it ended. By the time I went back, to the time I was back in the lobby was not even 50 minutes. My service lasted 40 minutes according to the clock in your spa. I informed Kaitlyn of this to which she replied, “well it’s up to the esthetician’s discretion… if they finish the treatment early then it’s done. I don’t know what you want me to do unless you want to go back in the room but she’s already with another client soooo.” The “premium products” were compensated as a result of the spa’s lack of inventory, not as a resolution to starting my service late. A pity that this location is so unprofessional and acts like they care about resolving issues when it’s posted in a public review but refuse to speak to a customer when they request it several times prior to escalation. Over $200 for a facial and this is what you get.

Extremely rude, unhelpful, unprofessional. I’ve heard about the management here and how bad it is from friends that have been members there that told me horrible things about this spas management, but I wanted to get a facial and they provide them at a decent price. Caitlyn the manager was extremely rude. Her attitude is nauseating. Only come here if you want to feel uncomfortable & unwelcome in what’s supposed to be a serene atmosphere.

Scummy crooked people who run this location.

I have been a member since April 2024. Life happens and a joyful event happened. I got pregnant and I did not use my membership for a few months. I paid for them. Tried to get some appointments in while I was pregnant but it was not easy due working full time and had a toddler at home.

I had my baby, they charged me again and maternity leave pay is fixed low income. I called explaining my situation. Asking if I could get a refund due to limited funds. Trying to buy groceries and gas, normal primary needs. The manager Kaitlin was always on standby but never got on the phone. Refused me my refund and kept adding little charges when I tried to cancel. I froze it and I started using my 8 packages I paid for at another location and they were absolutely understanding. Which by the way Levittown upped my membership and they saw that saying “not nice people there”. For what reason would you up my membership after I called you trying to cancel? This Bellmore location, I cannot praise enough, very human decent and caring people at Hand and stone at Bellmore. Now mind you, each location is run very different. Levittown, was extremely unprofessional, crooked scummy people.

I called the day before my membership would be charged using up all my packages at the Bellmore location. They wanted to charge me one more time for the following month and that’s the only way I could cancel. I absolutely lost it, I have two babies at home, fixed income and trying to get out of a membership I could not use. I mean, this is inhumane and basically stealing. I’m a customer calling explaining I have no money to put towards this and they still want to charge me another month? A receptionist named Gabby gets on the phone and starts to explain after they just were going to cancel my membership as long as I gave them another months pay, explains to me they don’t do cancellations. Either I sign the contract to cancel with paying them again. Or I’m stuck in this membership loop. Mind you I have a baby in my arms trying to explain and get out of this. Please let me cancel without paying you for a service I cannot use. What if someone was trying to cancel and they got hurt. You’re going to charge them one more month for a service they can’t use? I said I will call the bank and dispute this unauthorized transaction. I have primary financial responsibilities. Gabby the receptionist then said “call the bank” and then hung up. Unprofessional customer service and just not good human beings who clearly have know clue about other human being’s situations. This is a place that services relaxation and stress? Now I understand the previous negative reviews.

Just to let you know, Hand and stone Bellmore does not charge another month to cancel. Never sign up for anything at this location. If anything happens to you, pregnancy, financial problems, injury or medical issues. You will not be able to get afford to get out of this membership. They are crooked unprofessional and heartless individuals. Only caring about their pockets and not realizing their are servicing human beings.

I HATE my experience here. This location is a mess

The one in Jericho was excellent. They actually stretch you during the massage. It was the first in a long time my husband complimented a massage. The one in Rockville cancelled day of booking. It was for the best, the RVC massages are below average. The pair clients with muscle mass with individuals who struggle to massage them. RVC is closer to home. Jericho was worth the drive. Thank you!

James was great, very professional. Great advice. would definitely return

Disappointed and mistreated after becoming a member

This location started off well when I was just a regular customer, which made me confident enough to become a member. Unfortunately, everything changed after I signed the contract. My appointments were repeatedly cancelled without explanation, month after month.

When I finally raised concerns about this pattern, I was met with unprofessional and disrespectful behavior from a manager named Kaitlyn. Her response was not only dismissive but deeply offensive, and I ultimately felt pressured to cancel my membership.

I’ve had positive experiences at other Hand and Stone locations, but this one has been completely disappointing. I will not be returning, and I wouldn’t recommend this particular location to others.

Staff were attentive and courteous….

Trying to cancel a membership and they are not allowing me to because they want another payment. I cannot afford this at the time and they still want payment.