90.8% would refer friends and family to us

1 stars Verified customer

Check in staff was friendly but they were having issues checking guests out which slowed up checking in. The therapist I had did not keep track of time and I got pretty much a half body massage. She seemed clumsy and was making lots of noise; not really a calm relaxing atmosphere. Was not offered water after the session.

5 stars Customer since 2018

Awesome experience..

5 stars Verified customer

Really great.

5 stars Customer since 2018

The lady that did my massage was great

Hand & Stone Houston Memorial replied:

Hello, We are glad you enjoyed your massage with us.

See you again soon,

James

5 stars Customer since 2015

Amazing as always. I love Hand & Stone...especially my wonderful esthetician, Charisa!!!

Hand & Stone Houston Memorial replied:

Good afternoon,

Thank you for leaving us a great review! Have a wonderful weekend.

Sincerely,

James

2 stars Customer since 2018

7/1/18 - Still no word or email response from the management team after email was sent on 6/29/18.

6/29/18 - It was my first experience at Hand and Stone, which to make a long story short was not anything to rave about. For the long story: I received a gift certificate for my birthday and decided to use it. Trying to schedule the appointment was semi problematic due to the fact that my printed e-gift card number would not read and the girl questioned me multiple times regarding its authenticity. I insisted that it was authentic and while making the appointment made me weary after that, I moved forward and gave her my credit card information since the g/c number wasn't "working." I will preface this that the g/c was for a 50 minute massage and I booked an 80 minute massage, to which I would pay the $30 difference. Fine.

Upon getting to the store Front about 10 minutes prior to my 11:00am appointment, I was greeted in a friendly manner and asked to fill out a sheet of information and was also provided a second sheet for add-ons for the service. I added $10 of aromatherapy and $20 for hot stone, big mistake. Absolutely not worth it. During my massage, I was asked to breath deeply twice and it was the only hint of the eucalyptus aromatherapy I received during the whole "80" minutes of massage time. Secondarily, the hot stones were not used for the entire massage. Hence my comment of big mistake. Definitely not worth the additional $30.

I was brought back to the room at 11:06am and was asked to undress for the massage, I was in the table by 11:10am and she started the actually hands on massage 2-3 minutes after I was settled on the massage table. At 12:12pm, I was asked to switch from my stomach to my back. At 12:20pm, my massage was done. I was thoroughly disappointed that my legs not feet were even touched once I flipped from my back to stomach and that she spent very little time on that vicinity altogether despite at the beginning me stating that my hands and feet were areas that were aching.

I was checking out by 12:24pm, so I asked the two ladies if it was customary that the legs weren't massaged at all from the front and they both said that it's a full body massage, so it would be normal for it to be included. I then asked about the 80 minutes and whether that was start to finish or massage only time. They said it would be 80 minutes of hands on time, which is clearly what I did not receive. I mentioned to them the legs, lack of 80 minutes and the aromatherapy issues. They said they would address it but nothing else was done. So essentially I paid for additional massage time I did not receive, 2 whiffs of aromatherapy and some hot stones during my massage. Naturally, I also got the buy our monthly membership spill "despite not having a great experience," her words, not mine. Bless her heart, I know she's doing her job but it was poor timing considering.

While my therapist was nice and did a typical massage, it wasn't anything to rave over or come back for. Overall, I'm disappointed in the lack of actual 80 minute massage time, missing almost my entire bottom half during said massage and the wasted additional money for the add-ons.

Hand & Stone Houston Memorial replied:

Dear Mrs. Howard,

Thank you for takeing the time to leave us a review. Sorry for the delay in responding back to you. We have spoke earlier this week. If there is anything else i may assist you with please call the Spa. I will be more than happy to speak with you,

Sincerely,

James

5 stars Customer since 2018

Amazing, my esthetician really paid attention to my needs and I had the best peel, she was very professional.

3 stars Verified customer

Paid for a scalp massage and got a 1 minute head rub. Not with $15, felt like the therapist forgot and then tried to rush it at the end.

1 stars Verified customer

The staff is very unprofessional.

5 stars Customer since 2017

Best facial I ever had.