Hand & Stone Massage and Facial Spa

This place cancelled my first appointment because something broke and never tried to reschedule and then I scheduled for my 90 min massage and they only had me for 60 min and refused to let me finish out because they had another client. I wasn’t going to go back for a 30 min massage when I have two kids and the owner refused to refund me or give me a free half hour so that I can come back for at least an hour massage. The massage wasn’t even that great to be honest. Highly disappointed and frustrated when it says on their site they are all about caring for the customer when they don’t care at all. Would never recommend them to anyone.

Let’s start back in November of 2020. My wife planned a couples massage for our anniversary. The day came and we both showed up for the massage and they have no record of it. It was a confirmed appointment. Fast forward to summer of 2021. Turnover is high, and bookings are well in advance. I understand being busy, but my wife and I have been booking appointments out well in advance, months in advance. My last 3 confirmed appointments have been canceled. I had an appointment confirmed same day with a phone conversation only to have it canceled hours before the appointment. I was told that there were going to be some changes about booking so far out in advance. Same day, my wife receives a phone call canceling her appointment next week. She was told that she should be booking these out in advance. Talking from both sides of your mouth here. My wife made appointments in September/October all the way out through February. But every time we get close to one of our appointments, they get canceled. This is literally 4 in a row. I was told today that the next one is on La Vida. The way I see it, the next 4 should be on La Vida. We have been more than patient with this location. Yes, I have had to cancel same day, but I always end up paying the fee. Why is there no compensation when a confirmed appointment is canceled?