Hand & Stone Massage and Facial Spa - Peterborough - Peterborough, Ontario

Madelyn Mein

Allie was great. This review does not have anything to do with her. After I was lying on the table, 15 minutes in, she told me the steamer was broken and that I wouldn't be getting the full treatment as expected. I paid $150 for an arm massage and some topical cream. I would like a refund because I did not recieve a facial - at all. Next time, please let the customer know fist. I will happily change my review once I recieve a refund. As mentioned, Allie was great.

M L

Allie was great, this has nothing to do with her.
Halfway through my facial I asked about the steamer (which is an essential part of the process) when she told me it was broken and the owner was shopping around for a new one. I spent $150 on some cream on my face. I wish I had known that the steamer was broken because I wouldn't have booked in the first place. I'll change my review once I recieved a refund

K R

Edit: lowered my rating from 2 stars to one. Although management was so kind in trying to resolve the issue, I've now noticed unauthorized purchases on my credit card from Hand and Stone one month after my last service. Absolutely unacceptable.

Kevin the RMT is absolutely phenomenal, very informative about the lymphatic system, vertebrae and extremely professional. If I could give him 10 stars I would. I wish I could say the same thing about their receptionist. Very poor communication skills. She tried to pressure me into a "completely free membership that will save you money on your massage today" to which I agreed to. She then asks for my credit card info, which I thought felt a little suspicious. It was only AFTER i press as to why I couldn't just pay on Debit, that I am told I will be billed monthly (or bi monthly) regardless of whether or not I use the service. None of this was explained to me, and when I said that, she simply said "It accumulates if you don't use them. Do you want to sign up?". Like, sign up for what?! I don't know what you're talking about. What accumulates?! Explain to me what the benefits of a memebership are, the fact that you're buying montly massages at a discounted rate, the fact that it's NOT a free service, but a subscription, and that I will be paying for it monthly. (I FOUND THIS ALL OUT BY GOOGLING IT, NOT FROM STAFF) It sounded like a decent deal to be honest, but her lack of communication skills left me so confused that I just asked for my bill so I could leave. I was so flustered that I literally left there in tears. She turned an amazing experience into a bad one, and it makes me very unlikely to return. Even if Kevin is the best RMT I've had. This is the second time I've had a billing error with this same receptionist. She gets 0 stars.

Midori Carney

I had a great relaxing massage by an esthetician this morning. The staff were so friendly, informative & accomodating I left feeling 100% better. I felt bad about not leaving a tip which was no reflection on the service but I have no insurance

Lisa Horner

Great facial today by Ninan. The products smelled amazing. I would return again.

Cheryl Hassan

The classic facial with Esthetician Ninan was the best that I’ve experienced in years. She explained everything so well. I look forward to the next appointment.

Bobbijo Spence

Went for the first time today was anxious and nervous had a Swedish massage they made me feel not anxious super welcoming amazing and clean place staff are very friendly smiling answer all your questions and more got a membership and can’t wait to go back for my next massage

Lucy Figueira

Terrible customer service on how to deal with potential new customers. My husband booked over a week in advance a couples message and all seemed fine received emails to confirm witch we did.
On day of appointment we were about ten minutes away when we received call letting us know that they were sorry but could not do couples message one would have to wait.
So much for there 24 hour cancellation policy that they insist on charging the customers who cant make it but there should be a 24 hour cancellation policy when they call you 15 min before the appointments as they did us.