Hand & Stone Massage and Facial Spa - Toronto Avenue Road Spa in Toronto

If I could give 0 stars I would. This is the most unprofessional establishment, the owner HOEI and esthetician Patricia provided terrible customer service. $200 down the drain for a facial and they refuse to provide a full refund based on the DAMAGE of this service. Prior to the treatment, I specifically informed the esthetician that I have an international trip in three days and directly asked whether the facial lip extractions would leave any marks or cause scarring. I was clearly assured that it would not. Unfortunately, my skin was broken in multiple areas during the service. I now have visible cuts, scabbing, and damage across my lips. My lips and the skin was broken to the point of injury. This is extremely distressing, particularly given my upcoming travel. I’ve been thrown around in circles and have had calls with the owner and esthetician on Feb. 17 and they are gaslighting me saying the photos are not true?? I have attached photographs documenting the condition of my skin as evidence from the day after the service showcasing swelling, inflammation and the following day to showcase the cuts and scabbing!! Given the physical injury, cosmetic impact, and the explicit assurance I received that this would not happen, I would EXPECT a full refund for this service as well as an apology? The owner literally was challenging me on the phone gaslighting me even though I have documented this process. DO NOT RECOMMEND, UNPROFESSIONAL AND LEFT MY SKIN IN WORSE CONDITION.

February 18, 2026

I’m so disappointed in this. The following is an email I wrote 1.5 months ago and have not heard a response. I said I wouldn’t post a review and would go to them directly to help but clearly they dont care. So here we go. Also please look at my profile. I never ever give bad reviews so I think you can deduce that this place warrants it. “I have been a member at the Jarvis Street location for approximately ten years. Since moving, I have regularly used my credits at other locations, including Bloor West and College Street, without issue. In the past, I have also transferred credits for friends, family, and my husband, and have never encountered fees or complications. Typically, I simply explain this at reception and it is handled smoothly. For my recent visit, I booked a 100-minute massage and clearly noted in the booking that I would be transferring credits from Jarvis. When I arrived, I was told my RMT had an emergency and could only provide a 60-minute massage. I had no issue with this and even asked whether I should reschedule, given the circumstances. Based on this change, I understood that I would have remaining credit available, as I was now receiving a 50-minute massage plus the additional 10 minutes applied from a second credit. I therefore added aromatherapy, assuming it could be covered by the unused portion of my credit. After the service, I was charged for both the 10 minutes and the aromatherapy. When I asked if a credit could be applied, I was told I would need to call the Jarvis Street location. Unfortunately, they did not answer. I was then told that I “should have told them” about using a credit, which was frustrating as I had already noted this in my booking and discussed it upon arrival. I am open to being corrected if I misunderstood the process at this location. However, I want to be transparent that I have never experienced this issue at other Hand and Stone locations. I have always been told my credits have been transferred and used with no issue. I have also been asked to cancel my membership at Jarvis and start one on Avenue multiple times - which I have never been asked elsewhere. I was not planning to spend additional funds during my visit yesterday. With tip it was nearly $70 when I was planning on spending $25. My workplace benefits only cover a portion of massage services, and had I known there would be out of pocket costs, I would not have added aromatherapy and would have refused the 10 minutes of extra time.”

February 11, 2026

I had a good facial massage and the service itself was professional. I did want to mention that there is a service tax added to the bill in addition to HST, and there is also signage suggesting 15–20% gratuity. I only noticed the service tax after reviewing my receipt at home. It would be helpful for customers if the service tax were explained more clearly at checkout or alongside the gratuity sign, so people understand whether tipping is expected on top of it. Overall, a good experience, just some room for clearer pricing transparency.

January 18, 2026

Yesterday had a massage with Michael, and it was an amazing experience! Michael was incredibly knowledgeable and knew exactly how to address my hip and neck pain. I went into the session feeling sore and uncomfortable, but by the end, my pain was completely gone. The environment was clean, relaxing, and professional. I highly recommend Michael and Hand & Stone for anyone seeking relief and expert care. I’ll definitely be returning!

September 17, 2024

I came here over a week ago and had a great experience. I was treated to a deep tissue massage by Natalie for one hour. She is very professional while also being very personal, friendly and kind. She has an amazing personality. She was also very good at her massage, she was attentive to the areas on me that needed the most work and I left feeling very relaxed. They follow all covid 19 guidelines and sanitize everything. I felt completely safe in this facility. Would go back again.

October 19, 2021