89.4% would refer friends and family to us

5 stars Verified customer

Excellent service, very friendly staff, all positive.

1 stars Verified customer

Plain and simple this was not a good massage. I ended up leaving feeling worse than when I came in and now the next day I am completely sore. As soon as the massage was done I felt that my shoulders were “out of alignment” and I experienced pain for most of the evening that was not usually something that would come from a massage. During the massage I didn’t get the impression that they person knew what they were doing and I am seeking medical attention today to see what sort of damage may have been done. I will not be returning here for a massage. This was a poor experience

5 stars Verified customer

Received great service.

3 stars Verified customer

Service was great at the front desk and with the masseuse however, I felt that the massage was rushed and not very thorough. I had came to get a sports massage to work on muscle tightness and a nagging injury but felt like instead I got a relaxing massage that put me to sleep which would be great if that's what I came for. Needed more pressure and work on the muscles to release the tightness.

Hand and Stone - Aurora, ON replied:

Dear anonymous:

Because this is an anonymous review we can't really trace the appointment or the therapist who performed it - but were your concerns regarding pressure and your injury discussed with the therapist during your consultation? It doesn't seem likely that a therapist would ignore everything you asked for, although it is not beyond possibility that the pressure may have not been to your liking. This is why we encourage guests to talk about the pressure (deeper or less deep) with the therapist during their treatment. The therapists should be asking you about the pressure at least 3 to 4 times during the treatment as well. If this did not happen, then we must apologize as there is no excuse for this. Also guests must understand that the consultation (in the room) is the place to discuss your concerns and needs. Our front desk Spa Associates (who book the appointments) are not really the people to entrust your concerns or issues with. They are not therapists and therefore cannot accurately convey (in depth) what kind of treatment you want. They may mention deep tissue vs. Sports Massage to the therapist but nothing beyond that. Hopefully any future treatments will result in a positive outcome. And once again if this was a case of the therapist ignoring everything you discussed with them, then that is our fault and a discussion needs to take place with that therapist. Please feel free to call us up and discuss this in more detail because until we can find out who the therapist and the client are we can't take any further action.

Kind Regards

5 stars Verified customer

The environment was certainly more luxurious than a medical based clinic - which can be a nice change. The service provided was effective and knowledge based. . There was also some suggestions provided after the session to help prevent the return of symptoms in the future.

5 stars Verified customer

Excellent service, environment, professional and would highly recommend!!

2 stars Customer since 2018

Good massage and I liked the environment.

However, staff messed up with the package I made the reservation for and front desk dealt with the situation poorly.

I had booked the couples package, but didn't receive the foot exfoliation treatment. The compensation was a free exfoliation on my next visit. The front desk assured me I could use this compensation at any Hand and Stone location, but after I paid she changed her mind and said it's actually only valid for their location. The problem is I won't come back to that location, and there was no understanding on her part. Very poor service.

Hand and Stone - Aurora, ON replied:

Hello Mr. Fruehauf:

I would like to apologize for the experience you had at Hand & Stone. Foot treatments are an add on service and not part of a regular 50 minute massage, so we don't really know as of yet how your foot treatments were missed in the original booking as you would have asked for the upgrade service. As far as the compensation goes I would also like to apologize for the fact you were told that this compensation could be redeemed at any location. Of course any compensation that we would offer could not be redeemed at any other location as it was our location that made the error. At this point the people who were on the desk that day don't remember the circumstances around your appointment because your session took place on April 15th. It's a shame that you have waited this long to write the review as it's very tough to retrace steps one month later. We are still trying to find out how this happened and we are taking steps to insure our front desk takes the time to make sure they are making every effort to carefully and clearly understand what our clients are booking.

4 stars Verified customer

My back feels awesome. That's all I got for ya.

4 stars Verified customer

the hot stone massage was well done and relaxing. The massage therapist was obviously very experienced.

3 stars Verified customer

First impression of the place was good

After discussing my history and what my needs were the RMT... she left the room and while I was changing I was interrupted saying the reception gave her the wrong client, she almost walked in again as I was changing (no pants on).

The next RMT did not seem knowledgeable at all... she asked if I had massage before and when I said where I wanted to be massaged she did all areas not focusing in at all at the areas I mentioned. Her English was not good, I wasn't even sure if she knew what my needs were or what I said.

I enjoyed the hot towels and it was an average relaxing massage.

Wouldn't go back to that RMT however, the first one seemed very knowledgeable and would try her.

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