Hand & Stone Massage and Facial Spa — Attraction in Wilkes-Barre Township

I arrived for my 10 am, 90-minute massage on 5/8/25, on my one day off of work. At 10:12 am, my massage therapist still hadn’t come out to take me back for my massage. I asked the young girl at the front desk, “Is everything ok? It is strange that my massage therapist hasn’t come out to get me yet because she usually comes out right away.” She seemed unfazed and stated, “She should be out soon.” At 10:17 am, when my massage therapist still hadn’t shown herself, I asked the young girl if she could possibly go look for her and see if she’s there. She replied, “She’s signed in online, and I do not know what she looks like.” I then suggested that perhaps she go to the staff break room or ask another colleague. She finally got up from her seat to go look. When she returned, she did not say anything. I asked, “Did you find her?” She said “no.” I suggested she call the massage therapist. She said she did not have the number. I suggested she call her manager because it was clear that the massage therapist was not there. It’s odd that I had to make all these obvious suggestions, which clearly demonstrates that the young girl does not know how to do her job. She did state that she’d been working there for one month without pay, and that the manager is never there, and that perhaps I should try the Dickson City location. A different girl at the front desk appeared. She said she spoke to the manager and the massage therapist called off work that morning, and she has not gotten around to calling her customers for the day. So, the massage therapist called off that morning, and it’s now after 10 am, and no one has been called and told not to come to the appointment? This other girl’s name is Jalissa. Jalissa lacks professionalism and basic courtesy. She told me “Your next service will be comped.” She said there was a 10:30 am massage opening with a different massage therapist but only for one hour. I accepted because I’d been waiting for 30 minutes already and been completely inconvenienced at this point. The massage therapist was awful, and I could not believe how bad the massage was. After all this, I go to the front desk to check out, and Jalissa says, “That will be $45.” Now, I am confused, I thought my service was “comped.” She said not the upgrades, just the massage. My original service was a 90-minute massage with stones and cbd oil—that is the service I reserved. I asked her “Why didn’t you say that only the massage is comped, why would you say the service is comped, why not be fully transparent?” She just repeated that it’s $45. I paid. Jalissa did not offer me a receipt or to rebook or anything, demonstrating poor customer service and true lack of professionalism—her only job is to work the front desk, and she cannot do it. I asked for my receipt. When she printed it, she said “Have a good day” with an attitude. I told her that she needs to take a training course on front desk courtesy. This is an unreal situation. They did not call me to reschedule my appointment after learning that the massage therapist called off, my massage was poor, and now the young girl at the front desk is giving me an attitude as if this situation is my problem and not one that this establishment created for me. Unreal! I’ve been going there for nearly 3 years, and I have never experienced such unprofessionalism and disrespect. I do not have to spend my hard-earned money at this location, and it is clear that the young girls at the front desk are unaware...

Although I enjoyed the services at Hand & Stone, the front desk staff and management Jasinda and Bella were not helpful at all. First off the services are only 45 to 50 minutes. I am always disappointed because it is advertised as a " 60" minute massage or facial every service I had there ended in 45 to 50 minutes.

I had to cancel an appointment last minute due to an emergency for my son at the last minute and was charged a $54 cancelation fee without even being told that there was a cancelation fee from the girl at the desk. Tiara I believe her name was.

Then a few days later Hand & Stone called me telling me O had a scheduled appointment right then and I had a 15 minute window to get there or I would be charged another $54 cancelation fee. I did not ever schedule an additional appointment there and when I told Bella that she said they would " look into it" and if they had any questions they would call me back. Needless to say just like the first time, no one ever called me back and when I looked at my bank account they charged me a $54 cancelation fee. I called and spoke to Bella and then Jisinda to try to explain to them I never scheduled this appointment for this date, they said they sent out a text message to remind me and I told them.I never recieved the message. I explained that I understand how appointments go and I understand cancelation policies and people's time are valuable and if I knew I had the appointment I would have been there. Bella than told me " because you have canceled or no- showed in the past we can't excuse this. Remind you I have never had a " No Show " and I only canceled once due to an emergency. They just kept telling me the " Hand & Stone Policy" which I felt was not very understanding and also I felt as if they were blaming me by repeating that reminders go out for appointments. Even though I told them I did not recieve any reminders. After going back and fourth, I simply asked to cancel my membership, Jisinda then told me that I have to make one more payment then my membership could be canceled and I'll have 6 months to use that credit. Their cancelation policy, ending membership policy is not for the benefit of the client. Bella & Jisinda made me feel so uncomfortable and accusing me of booking an appointment and not showing up for an appointment I never booked and then not even calling me back and just charging my bank account a cancelation fee. After my last credit that " I have to be charged because thats the Hand & Stone Policy I will not be returning. I was a client there for...

Tina Marie did a fantastic job! I am an LMT myself and self care and relaxation is a definite in our line of work. I walked in with so much pain and walked out feeling AMAZING! The room was very clean and the ladies up front were beyond sweet and very professional. I would also recommend adding the foot treatment to any service you choose because it’s a real game changer ! 5 stars..will definitely be back .

UPDATE 8/24/2022

I had to drop my review due to my second time coming here and I received Ian as my therapist. Now, I am not sure if he is new or he just has absolutely NO training, or he frankly just does not care as long as he gets a pay check. Or, maybe it’s the fact he was prepaid a tip so he just didn’t care to do the work? Not sure , BUT he did not “massage” at all. He just buttered me up slowly with cold lotion. I am an LMT myself, he did not even touch my neck or my glutes..I had to ask him to work my glutes even though I just signed a paper stating I wanted glute work done. He does not trace the whole muscle but only goes up half the muscle, I’m not even sure he knew where the muscles were. He used his forearms 99% of the time just doing a light glide, barely any hand work. I walked in and walked out feeling exactly the same. The “massage” was cut short, it does not take someone 15 mins to get dressed and undressed, sorry. People pay to have hands on time. Very disappointed that good hard earned money was wasted on this !

My facial was very nice and so was my esthetician! She massaged my neck but a massage therapist didn’t? Quite confused!

UPDATE 9/13/22 : After my not so great appointment last month, the manager reached out to me and offered a complimentary massage with a new therapist. The manager is very sweet and professional. All of the ladies at the front desk are. My massage today with NICOLE was FANTASTIC. She gave an excellent full body massage and didn’t miss a muscle ! Great pressure, great communication, great massage therapist. Definitely recommend asking for Nicole to receive a 5...