I had a very disappointing experience with this location of Hand & Stone (after previously enjoying treatments at other locations). I received a massage from a therapist who was not registered in Ontario. While H&S did inform me of this before the massage, they reassured me that most plans generally cover the service and it shouldn't be an issue. Unfortunately, my claim was denied through insurance (as was the subsequent appeal to SunLife). As a facility that advertises that all of its massage therapists are RMTs, I feel very deceived. If my plan denied the claim, surely most patients who were to visit this therapist would have the same upsetting experience.
I have called H&S twice hoping for a refund and was told the best they could do was a free facial. While I do appreciate the gesture, I am still out of the funds (that I had anticipated would be covered) for my massage.
Be wary of this location!
Update: I called to book my facial and was told that I would only get a "free facial" if I also booked a massage. No thanks! Don't need to give this place my business again. If they really cared about me having a positive second experience, they should have agreed to throw in a free massage and scrap the facial.