Hand and Stone Massage and Facial Spa 250 Merchant Walk Avenue, Charlottesville, VA 22902

"I got a mini Stone Massage today with Emilie meaning I had a massage booked and halfway through asked to include some stone work into the massage as it turns out I had more sore muscles than I realized. It was a good idea. I think since stones are from the earth I feel much more grounded and relaxed than when I arrived. I look forward to another visit soon!!"

"I have been a member here for 3 years now and I have loved every experience. I prefer to see the same person every time because I think that helps me to get the most out of my experience. Especially when dealing with my sensitive skin. Briana has been amazing all around and has been able to provide me with the best products for my sensitive skin as pointers on things that will help me to achieve my best skin! You HAVE to see her when you come in! She is professional and very knowledgeable. You would be missing out if you didn’t book with her!"

"Terrible and predatory customer service. Nihel at the front desk is extremely combative and rude. Management is never able to be reached. I was a member for 6+ months and never missed a payment. I wanted to freeze my account for the month of December because of the holidays. I attempted to call but the odds of them actually answering the phone is 50/50. I left a voicemail and called again the next day and they said the last day I could freeze was the day before and said that my voicemail wasn’t enough and I needed to fill out paperwork. Mind you, this is my first time freezing and I specifically asked at my last appointment what I’d needed to do to freeze my account and the front desk said to just call them, nothing about paperwork. I was then told that they wouldn’t charge me until I got the paperwork and management would reach out to me, neither of which happened. I didn’t hear anything from them at all and then was charged. It has since been a very unpleasant journey trying to use the last of my credits. So ultimately freezing the account for one month turned into cancelling the membership all together which is a disservice to the technicians who work there, all because of greedy and incompetent customer service."

"Difficult to get an appointment. Then they don’t offer many of the facial services which should be offered. All of a sudden a deep tissue massage is an upgrade! I haven’t heard of such. My facial was very underwhelming. No steam, barely any extraction (maybe my pores are clean), and we started the actual after 1:50 (appointment at 1:45). The facial finished at 2:33. That was less than 50 minutes. I remember having a facial at this location years ago and it was much better. Seems like the quality has diminished."

"The massage was OK. I I did not have a good experience with the quality of service or with the whole membership situation. If you cancel your membership, you still have to pay for one extra month but you can use within 90 days. However, I moved to Seattle and I had a lot of issues with the branch trying to take my membership from Charlottesville and I couldn’t use my credit for a while and so now I’m stuck with three credits. Terrible customer service."