93.8% would refer friends and family to us

5 stars Customer since 2018

Excellent Facial by Jenne and awesome massage by Maria. Very professional Spa! Will be back!

5 stars Customer since 2018

First massage at hand and stone Oakville and I would highly recommend it!! I booked my next appointment on my way out

1 stars Customer since 2018

Never booking again.

I had to work late and could not reschedule. 60 dollars charge bit steep for that.

Hand & Stone - Oakville replied:

Hi Izabela: First of all, I?m so sorry that you are disappointed. We thought long and hard about cancellation and no-show policies and related fees when we took over the spa. We ended up agreeing to our current policy, which requires 24 hours? notice for cancellations. Cancellations made prior to this window are rescheduled with no penalty. No-shows or cancellations made within this window incur a fee equal to 50% of the service. I realize that some find this policy too harsh, while others find it too lenient or too complicated. We both had a hard time getting our heads around charging someone the full price for no service, and we agreed that the 50% solution felt like a fair compromise to ensure that the therapist who was available at the requested time, receives partial compensation. This is what the cancellation fee covers; it is not a revenue item for the spa; missed appointments add up to a significant loss of income, which we realize is a part of doing business, but recouping some of the fee for the therapist seemed the right thing to do. As a rule, we try to sell the cancelled spot and if we can, we do not charge the cancel fee. It seems that in your case, there wasn?t enough time from receiving your notice to do this.

Having said all that, we understand that ?stuff happens? and not everyone who cancels an appointment is a ?chronic canceller?! I am happy to work with you to bring this to a satisfactory resolution. Would you please reach out to me directly at lwhyte@handandstone.ca and we can discuss this?


Lesley Whyte, Owner/Partner

5 stars Customer since 2012

Great massage as always, and the therapist listened to my concerns. Always enjoy coming to the Oakville location!

5 stars Verified customer

Alex is an excellent therapist.

5 stars Customer since 2018

My massage was excellent. Very relaxing.

5 stars Customer since 2014

Very relaxing!

4 stars Customer since 2016

The therapist Alexandra was amazing but I notice the sheets and blankets are so old that make me a bit uncomfortable.

Hand & Stone - Oakville replied:

Azin, thanks so much for taking the time to share your thoughts. I'm so surprised at your comments because our fleece blankets are replaced every year and are of a very high quality. All sheets, pillowcases and towels are regularly (every 3 months) inspected and replaced. Your comfort in our cleanliness is of the upmost importance!

5 stars Customer since 2012

He was very pleasant and respective. Worked on the areas I needed and I would consider using him again at anytime.

5 stars Verified customer

It was an excellent experience. Very calming. She was so gentle with my skin. I would definitely recommend others to go there.

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