I've had an extremely disappointing experience with Hand & Stone and feel obligated to warn others. I called to cancel my monthly membership and was told a manager would call me the next day to finalize it. The manager did call, and I confirmed my cancellation. Despite that, I was still charged for three additional months after the date I canceled. When I called again to fix the issue, I was once again told a manager would contact me. No one ever called. Instead, two days later I received an email with a cancellation contract -- but it didn't address the three months of unauthorized charges at all. This has been a frustrating pattern of poor communication, unfulfilled promises, and incorrect billing. I canceled properly, twice, yet I was still charged and never given a clear explanation or resolution. Based on my experience, I cannot recommend this location. Customers deserve transparency, follow‑through, and accurate billing -- none of which I received. read more

DO NOT RECOMMEND. The memberships are almost impossible to CANCEL, even after 3 request to cancel, they want to bill me ANOTHER month before cancelling! Seems others have had similar experiences. And as mentioned before, MASON location. read more

the facial was absolutely soothing and relaxing. When you are finished you get hit with a sales pitch! Big turn off! so much for being relaxed! read more

Business practices are unethical beyond words. I canceled my so called membership in which I was tricked into joining via all their computer signing procedures. I had a massage scheduled since I had to use it at $85.45 for the minimum of 60 minutes. I couldn't make it via car issues and canceled the appointment. They charged my account $30 for canceling after the 24 hr deadline. I called and told them to just take 60 min. Massage ($85) and count it as if the massage was used. NO, They can't do that. They just took another $30 from an account that they had no buisness charging my CC since my account with Hand & Stone was closed in Dec 2023 They think I'm going to make another appointment with them? Hell to the No Beware.. My experience all started with a Christmas Gift Card. read more

They talked me into a membership at the Mason, OH location. I truly recommend you NEVER, NEVER, NEVER get talked into the membership. The contract is predatory and the flexibility they promise is not easy to use. My husbands work took us out of the country for a period of time. This made it impossible to use the membership services, I called in to cancel the membership. Of course they had to take out one more payment, for they require 30 day notice of cancellation of the membership. I was advised I would loose the credit points on my account, however, when I returned to the country to use the prepaid services, the credits "expired". They said the CASH paid on the account was only valid for services up to 90 days. The last payment came out of my account at the end of June 2025, I attempted to use the services October 15, 2025 and I was advised there were no valid credits on the account. This was one of 4 monthly payments made that I am unable to use. Buyer beware of these predatory and greedy practices. read more

They talk you into purchasing a membership with out informing you that they're going to charge you for at least another month. I only wanted a $100 gift card but they don't do that. So she said I could purchase a membership and get the gift card for @ $85. I told her I didn't want a membership I just want a $100 gift card. She Scuffed under her breath and continue to try and sell me a membership. I guess it partly my fault, I should of just turned around and left. Then when you wanna return the grift card they won't accept the return. Also the manager and the lady behind the desk both have a bad attitude. Even though they are the ones conducting bad business. Don't waste you time or money here.... read more

I have been a Hand and Stone member for a few years and I was recently looking over my bank account and saw I have 3 of the same transactions on the same day. So I reached out to the office and spoke with Ariana who was very helpful and came to find out they had been using my account information to pay for someone else's membership without my permission. So I spoke with a manager named Serrah who insured me I would get a refund and that she would call me back yesterday afternoon as of today I still haven't heard from her I asked to speak to another manager yesterday I spoke with the manager Zoey only thing she wants to offer is to freeze my membership and they have used my card 17 times to pay for someone else's membership this is not acceptable and I no longer feel that my account information is safe with them. I also have a lot of health issues that cause a dent in my expenses. I just want my money back that's owed to me. read more

This place has provided pretty good massages. If you're looking for a local massage chain to subscribe to, they're pretty good. Price is decent, $60 for members. The therapists have been very consistent in listening to me regarding which body parts need work Customer service is great too! Only reason I didn't give a 5 star is because I've had massages that have blown my mind and this business hasn't quite hit that mark. Recommended! read more

too high pressured for membership. they don't give printed receipts. the bath rooms in the mason store did not have running water in their sinks in the rest rooms. read more

Always a relaxing experience. Haven't had a bad facial yet! My face glows for days after... the prices are pretty fair as well.

I've been seeing Natalie for years, and she is truly on top of her game with skincare. Always knowledgeable! Classy, and helpful w products and samples. I know a lot of people in this industry and Natalie is my number one go to for facials. Highly Recommended read more

Left in tears. Do not recommend Sheila or body waxing. Pulled my skin off and ended up telling her to get out of the room. I had to pull the rest of the wax off myself. It was too hot and RAN down my legs! I'm get regular waxes monthly but never again from here. I ended up having to go to European just to unstick myself and the chunks of wax that was left on me. My skin is burnt and I have welts. After calling the district manager, Sheila is no longer on waxing services. I apologize to anyone in the lobby that heard me scream and come out shaking crying. read more

I had a massage today- my second one there. I had a gift card my daughter bought me. The massage was fine- although it did not start on time. After, when I went to pay they said I owed an extra 50.00 because I had been seen once before. I told them my daughter had bought this gift card for one 50 minute massage and she would never have gotten it if she knew they charged above and beyond what it said. The card said 50 minute massage. After arguing with them they then did comp it but I felt this was ridiculous. My daughter told me she had bought the card as a special they were running. I felt this was a very deceptive practice. They also would not take the gift card ahead o f time and now I think I see why. I will not be back. The massage was fine and the girl very nice. read more

I have a lot of low back and neck problems mainly because of posture I guess, I'm always full of painful muscle knots... if you have similar problems and want to get rid of the knots and pain I HIGHLY RECOMMEND April and Tara as your therapists... I feel like a new person after my sessions!!! I'd give 10 stars if I could LOL read more

This is my second Hand & Stone location that I've visited in Cincinnati. The review below is being written as a paid member. I typically visit the Oakley location for facials. However, I never really had a regular/preferred massage therapist at Hand & Stone. That was until I had an appointment with Megan. I finally found a massage therapist with just the right amount of firmness to work out the kinks and nots in my muscles. My first visit at the Mason location was a little weird as for timing. I arrived maybe two minutes before my appointment (late), but ended up waiting more than usual for the check-in process. There was a delay in check in, I was asked to have a seat, and then asked to fill out paperwork that was completed at my primary location when enrolling in the membership program. All of this cut into my massage time. Then at checkout process was slower than normal with having to provide a credit card because the card on file couldn't be accessed outside of my primary membership location. Lesson learned on how this process is going to go. The website, the website doesn't have me registered as a member. After doing so once, I will not book through the website as it doesn't register in the system that I am a paid member and book my session to my account. I will however, use the website to see therapist availability and call to book my appointments. Regardless of my experience with the administrative process, I do enjoy the services provided. As to avoid the headache of using the website, I am booked ahead three months. read more

Hand & Stone Massage and Facial Spa - Dermalogica Products for sale - Day Spas Near Me - Cincinnati, Ohio

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I have been employed at Hand and Stone for about half of a year now. I have had a great experience and love the team I work with. Our manager Jenny has made me feel at home and helped me exceed expectations in the workplace. We have a staff that ranges from 18 year olds, to people outside of college and yet we still have an amazing team dynamic at the front desk. We all work together to help each other succeed and we try our best to always satisfy our customers and make sure that we have a positive environment for them. I have always felt at home working here, and I have had a great dynamic with each of my coworkers. Massage therapists, owners, managers, and fellow-sales associates alike. Everyone working here is very well trained to accommodate to our customers needs in the best way possible. I am excited to come to work everyday and thoroughly enjoy working with both our customers and my coworkers. Obviously I would recommend coming into our spa to get a massage or facial, but I will always recommend visiting any of our locations! We make our lifestyle program specifically so our clients can enjoy any and all of our spas. Hand and Stone as a whole has been a great massage company that cares for the well being of not only their customers, but their employees as well! read more

Won't be going back. I had a facial here for the first time with their introductory rate. Unfortunately it became salesy from the beginning being pitched the membership and upgrades once I laid down. I ended up getting an additional peel + mask for $60 but didn't realize that would be the only treatment I received- not in addition to the traditional facial. I wish I didn't upgrade and could experience what I initially paid for. The esthetician was nice, but each time I asked a question it became an opportunity to sell a product or upcharge my service instead of just answering in a trustworthy way. I would have loved to build that trust and learn from her, but feel they just wanted my money. It sucks she works for a business with so much pressure to sell because I'm sure she is very knowledgable and good at what she does, but I couldn't get out of there fast enough. read more

Only been to this location once. It is larger than Eastgate that I usually go to. Had a very good 80 minute massage. Very friendly and lots of options for appointments. They also do facials. Close to target and costco. read more

I booked my facial with Emma R. She is amazing. I have a skin issue that she helped me get cleared and my skin looks amazing! I am now a member and go to her monthly. read more

I received several gift cards here for Christmas and used my first yesterday. My experience was mediocre at best. The massage was ok. She worked out some knots (I have an infant and my shoulders and neck are a mess from carrying him all the time, and as a new mom i was really looking forward to this massage and a little time alone). She didn't really seem to pay attention to specific muscles most of the time, just an all over rub. I wasn't very relaxed at all. Everything felt very rushed. The girl at the front desk might have been new. While polite she seemed really nervous, kept dropping things, and spoke really fast. She did offer me a water or hot chocolate. The massage therapist almost ran me down the hall to get to the room. There is no changing room, no fluffy robe and slippers. I was not expecting to just get tossed in a room to undress and get on the table. There was no nice smell/aromatherapy. There was a warm towel placed on my back which felt nice on such a cold day. But I did think my massage therapists breath smelled like smoke which was a turn off. After I was left in the room to redress. When I came out the massage therapist had a paper cup of water waiting for me, but she was looking around towards the front door like she was in a rush. She was going to escort me right back out the front door. It was early in the day, I was headed straight to brunch. Expecting better amenities I had brought a little makeup and dry shampoo to fix myself since after a massage my face, body, and hair usually have massage oil on them so I asked for the bathroom. It was a one person bathroom like you would see at a restaurant. There was nothing in there but hand soap and it was really cold in there. The sink had an automatic faucet so I couldn't adjust the temperature. I washed my face with freezing cold water and the face wash I brought and dried it with paper towels. To be honest if I hadn't had a gift card I would have complained. I'm not sure what to do with my other gift cards to there because I sure don't want them and I'd be embarrassed to give them as gifts at this point. For the cost of the massage I could have had a massage at Mitchell's or Woodhouse. There would have been robes and tea or champagne while I waited in a relaxing room. They would have walked slowly and used a calming voice. I would have almost fallen asleep during my massage, I could have had another tea and rested after my massage (a new mother's dream!) and then showered, blow dried my hair, sat at a vanity to do my makeup, used hair brushes, hair ties, Bobby pins, and toiletries there if I had forgotten mine. I just want you all to know before you spend your hard earned money that there is nothing spa like about this place. It's clearly just a revolving door of massages, and I've had a much more pleasant experience for the same price everywhere else. I'm pretty bummed I wasted my mommy's day out on this. If you don't agree please message me, I'd be happy to sell you my other 4 gift card at a very discounted price! Hahaha! Maybe I could get enough for one good massage at Mitchell's for the 4 of them! Otherwise I hope this post is helpful. read more

I had a membership here for almost a year. I had to cancel. Once I canceled the membership they continued to charge my amount. The first month this happened they were very apologetic and they gave me a refund. This happened again a second month. They refunded the money again. This month it happened again. Despite canceling my membership over three months ago they continue to take money out of my account. Each time they offer no explanation as to why they continue to take money out of my bank account. They act like they have no clue why this is happening and assure me it will not be a problem again. It is very concerning to me and seems like a huge violation that each month they take my money and i have to call and request it back. Today when i called the staff was very rude and told me i needed to calm down and showed no understanding that this is upsetting and very violating. It is very unfortunate because i really loved going here for services however the way they have treated me since then has just been horrible and concerning. I would use extreme caution before getting a membership with them because it seems like there is no way out unless you want to call each and every month to request your money back after they take it out. read more

Very disappointed again. I've been a member since 2017 and have had my appointments cancelled on more than one occasion. Just was notified that once again my appointment is being cancelled. When I said I want to cancel my membership I was told that I have to go on a list. Poor customer service. read more

Husband and I went on a Friday night at 9pm, and it was divine. The therapists listened to exactly what we wanted them to focus on, and we were very comfortable there even though it was a first-time experience for both of us. My husband has a lot of tension in his back, and he's a 6'5 man that's fairly muscular, but Brenton (I think that was his name) worked his magic and my husband walked out feeling lighter than air. The atmosphere was delightful, the music ethereal, and the people charming. We will definitely be back. read more

My massage therapist was fantastic! This was my first massage ever and I have a back injury that I am planning to have looked at but they couldn't get me in until later in the week and I was looking for just some relief until I could get the proper medication. The receptionist could tell I was nervous and talked me through what would happen. She then relayed to my therapist everything that we had went over. He made me feel very comfortable and affirmed that I did have an injury and he would do his best to help it feel better. By the end, I had lost all my nervousness and was completely comfortable. He even said to come back with my injury paperwork and he would make sure to tailor my massage to helping it heal! I was very pleased with my first experience. read more

My good friend scheduled facials for us about 10 days ago which the Spa confirmed yesterday. Our appointments were supposed to be back to back at 1:00 and 1:45. About 11:50 they sent me a text message rescheduling my appointment for 2:15 without even discussing it. They said a worker did not show up. Since the timing did not work, we offered to each do a 30 minute facial instead for the 1 hour price. We expected to be accommodated since this was their fault. Not the case. We found out we would be charged more for a 30 minute facial than it would be for 1 hour facial price. This was their fault and they acted like they were accommodating us! The worst customer service ever and we left angry and disappointed! We will not return! Ruined our day! read more

Wow!! A fantastic experience with Sommer and a wonderful massage. Have never had a better one and I have had years of them. New CBD oil wonderful also. Professional, experienced, courteous, thoughtful,.... The list goes on and on. My highest rating to a well deserved business and professional. read more

I've visited this place for the first time on this Sunday. I had an appointment for prenatal massage and I was so excited to check it out. Massage was not bad but... it should took one hour but was only around 40 minutes. The girl massaged my arms, legs and back, and it took about 3-4 minutes for each part of the body. I did not have time to relax as she was moving to another part of the body, and the impression was that she was just stretching time. read more

UPDATE* I will say their customer service is a 5 out of 5 stars. They did reach out to me and were sincere with their concern and apologies, as well as offering a free massage. I have had several massages with them in the past and have always been very pleased with their services. read more

Well, it was my first time there. The atmosphere was good. The check-in was quick and the receptionist sent me to the back to wash my hands before my service. I've been in different salons for facial, but this one is my least favorite experience. My technician was overall great. She didn't try to up sell me. However, I didn't really enjoy the facial because I felt like she spent most of the time putting masks on my face. They did not use any steamer before extraction. It hurt like hell. I told her to focus on my dry nose and after the facial it was red, sore and so dry. The facial massage was okay but the technique didn't impress me read more

I have asked now 6 times for my account to be frozen. Two of these asks were in person and 4 were on the phone. I just called again, as I was charged last night, and of course no one was there to pick up the phone. On top of it, I don't think the services are of a high quality. They count getting changing times as part of the facial time. So you get robbed of 10 min. And the quality of the facial depends on who is giving the treatment vs. having a high standard set. read more

My friend surprised me with a facial at Hand & Stone! This was my first time ever coming here and I will say I had a very pleasant experience. the facial was amazing, and my esthetician Mya (spelling?) was great! Super nice, and super informative about my skin time and what i should do to take care of it in the future, and she did a BOMB facial. I loved it! I ended up letting her do extractions on my face too to remove blackheads and it was so worth it. That was extra, So i ended up giving my friend the difference for that. But i'm so glad i did it! My skin was glowing after! My only con about this experience and the only reason i'm giving 4 stars instead of 5 is because of when me and my friend were checking out, the lady at the front (not the receptionist but i'm pretty sure she was the manager) was pushing me and my friend REALLY hard to sign up for memberships to Hand & Stone and it was not cheap... I only get facials and massages every once in a blue moon so i did not want a membership. I have enough bills as it is. She almost made me feel bad for declining to get one, i didn't really like that. But other than that it was a great experience and facial! Go see Mya at Hand & Stone! read more

I had a massage with Ka'rita this afternoon. Not only was it an amazing massage, but she was a lovely lady to talk to. I walked in very tense from a horrible month and she relaxed me body and soul. I highly recommend Ka'rita! read more

Hand & Stone is a great place to come and relax. Today I had my first massage with Ka'Rita, and she was not only incredible at her job, but she made me crack up the whole time. Absolutely recommend a massage with her to anyone looking to sit back and unwind. She knows her way around muscles and knows exactly the amount of pressure you need. 5 stars. read more

I went in for my first time for a prenatal massage (1 hour for $100). The man I had was OK, didn't focus on the areas I asked him to as much as I would like but did ok. What I am most upset about is my massage didn't start until 11:10 and ended at 11:53. I felt for the $100 I paid this was unfair. I've had a regular massage here and was very pleased with it- but I feel the consistency is lacking. If I pay for an hour massage, I should get an hour massage. Not a 43 minute one. read more

Hand & Stone is my favorite spa, and it always leaves me feeling relaxed and pain free. I really appreciate that they have a discounted price for your first services (both massage and facial). After the first massage or facial, the price starts to go up, so I can't recommend the membership enough. It's month to month, so you can cancel every time, and you receive a free hour long massage or facial (priced at $99) with the monthly payment of 64.15, so you're saving money if you get a massage monthly (which I do). I appreciate how knowledgeable the girls up front are; they can recommend a therapist based on your preferences of pressure, focus areas, etc. My favorite massage therapists are Amy and Ryan, and I would recommend Taylor for a facial! read more

charged for service I did not receive brought one membership they charged for three when I talked to them said there was nothing they could do read more

I've gone to Hand and stone two times now. Yesterday was my second and I went in there feeling like my skin was in terrible condition. We did a facial with the lights and I woke up this morning with the clearest skin I've ever had! Love love love this place!! read more

Let me preface this review with the fact that I've worked for another nameless massage/facial company for almost 4 years so I know how the drill at these places. I enjoy getting services at other places because the people at mine always seem to think that while I'm getting one there I would LOVE to talk about their paycheck or the notice in the break room. I always tell the other places it's my first service because I'm a trainer/auditor and that's what I do. Let's start with the good: *Receptionist/sales associate was VERY sweet. *My esthetician gave me one of the best facials of my life. She was so knowledgable. I ended up getting the add on service of microdermabrasion and let me tell you, it was WELL worth the cost. My skin feels like a baby's butt. * A separate esthetician answered loads of questions for me while I was waiting in the lobby. It truly seemed like she loves her line of work, and it showed. * The lobby was beautiful. Very upscale and inviting! Now the room for improvement: *I told the person on the phone I wanted my back focused on. I told my therapist Naomi that I wanted my back worked on. My therapist Naomi worked on my back for 8 minutes. She proceeded to work on my scalp ( I am not exaggerating) 7 times. She worked on my feet twice and then directly after my feet she worked on my face. Ew. *My therapist did an awful consultation, followed by a poor massage. If I was actually a brand new person to massage therapy, I would not consider it a necessity to my lifestyle. *The amount of oil that was used was sickening. I felt and looked like a honey baked ham by the end of the massage *My biggest issue is that the therapist began my 5 o'clock scheduled appointment at 5:16 and ended promptly at 6. When I told the sales associate this she said "the massage is 50 minutes but we will address this so it doesn't happen again" ALL the marketing says 1 hour massage. Not 1 hour service or session. This, my friends, is false marketing. It's all about the finesse of verbiage. I will definitely be back for another facial. I can not speak highly enough for that. But the massage left so much to be desired as far as even meeting a clients expectations. read more

My facial was very relaxing. I would definitely recommend Elena. She was very knowledgeable and professional. I'm not sure if I will go back though. After the services they really try to push a membership on you. The girl at the front desk was pushing hard which I'm sure is part of her job but I don't like to feel pressured to committing to something I have only done one time. This was extremely off putting. I will probably just take my business down the street to paragon salon next time because I know they won't treat me that way. read more

0 star if possible. They called me while I'm driving to the appointment to tell me that the masseur cannot do the same pressure like before and wouldn't have anyone else to replace her until over a week later. The way the receptionist talk was trying to blame on me that I was asking the masseur to do firmer than what she could. I've been with this masseur 2 times already. She did told me that she is light to medium. I was a ware of that. So I cannot understand why this time they called me last minute to tell me that she cannot provide the same pressure like she normally did. The manager called me later in the evening saying they have something open on Saturday. So if they do, why the receptionist couldn't see it this afternoon? I booked this appointment over a week already, why just call me last minute? I'm also busy and cannot just go in anytime. I was really looking forward to this massage, but ended up to be really disappointed. They fail to provide business for me and wouldn't return my money back. I still have 3 packages left that haven't use yet. My hard earning money will be wasted. read more