Hand & Stone Massage and Facial Spa - Whitby

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Chloe Saguil

I had a very positive experience overall and would definitely return. I barely had the chance to interact with the front desk staff, but they were swift and efficient at their job. While their interaction didn’t particularly add to or take away from my experience, the check-in process was smooth and professional, which I appreciated. Peter was the one who did my 80-minute massage service, and he was incredibly kind, professional, and attentive from the moment I arrived. He made a point to check in with me regularly throughout the session to make sure the pressure and technique were comfortable, and he adjusted things as needed without me having to ask. He was both precise and intuitive, as he seemed to know exactly where to focus and took his time to work through areas of tension thoughtfully. I really appreciated how present and engaged he was during the entire session; it didn’t feel rushed or routine, but personalized and intentional. The only reason I’m giving four instead of five stars is due to the noise levels in the space. The walls seem to be quite thin, and throughout my session, I could occasionally hear people talking in the hallways, as well as doors opening and closing loudly. It was a bit distracting and pulled me out of the experience at times, especially during the more quiet, meditative moments. That said, the service itself was excellent. Peter made me feel at ease and truly helped me relax, which is what I came for. I’d still recommend this place, especially if you’re looking for a therapist who is as thoughtful and skilled as Peter. Just be aware that the ambiance may not be as quiet as some might hope.

Shauna

Avoid this location — completely unprofessional and disrespectful of customers’ time. The Whitby Hand & Stone cancelled my 11 a.m. appointment just a couple of hours before, without any offer to accommodate or compensate. When I arrived, the receptionist acted as though my presence was an inconvenience and falsely claimed they had called and emailed me. There was no call, and only a last-minute email, which I've included a picture here. As a full-time working mother, I carefully schedule my limited free time, and this kind of careless, dismissive service is unacceptable. No apology, no accountability; just “maybe tomorrow.” It’s clear this location has no respect for its clients. I strongly recommend taking your business elsewhere.

Linda Bazan

Today I visited them for the first time, they welcomed me very kindly and fortunately they had a 30 minute appointment available, so I didn't miss the opportunity and had the massage, the therapist's name is David Symonds, who was very kind and excellent in his job. The waiting room is nice and they have products for sale on display. They have several rooms comfortably prepared to perform therapeutic massage and other services. They have the possibility of becoming a member by paying a therapeutic massage or facial per month (subscription that is debited monthly from the card you assign) which means that once a month you can go and have your therapy done, but additionally if you want to have another service done the same day or another day at special rate. In my case I have insurance with partial coverage for therapeutic massage and I can make the reimbursement with the receipt they gave me.

Nancy P

I’m extremely disappointed with my recent experience at Hand & Stone. I received a phone call offering me an appointment slot due to a cancellation, which I accepted. I rearranged my schedule and made the trip to the location, only to be told upon arrival that I did not have an appointment booked. I showed the front desk staff both the confirmation email I received and my call log showing that I had indeed been contacted by their team. Unfortunately, I was informed that the receptionist had failed to properly update the system with my name and appointment details. As a result, I had no booking on file. This not only wasted my time but also cost me the gas to get there and disrupted my day unnecessarily. I expected better organization and communication from a professional establishment. I hope they take the necessary steps to improve their internal processes to avoid this type of situation for other clients in the future.