The Joule

Had an amazing meal here with the best service! Shout out to Ky for being so attentive to our table

I booked and prepaid specifically for the Joule penthouse nearly two weeks in advance for my 40-year high school reunion. The reservation required prepayment, was nonrefundable, just shy of $5k per night and required additional paperwork. This was my second time reserving this room in the past year. I flew in from Fort Lauderdale, stayed in a smaller suite the first night. The following morning, I was informed that the penthouse would not be available because the current occupant had an emergency and the hotel “was obligated” to allow them to remain. I was moved to a different penthouse, given a significant discount, and treated professionally by management. However, the issue was never the discount. The issue was that the accommodation I specifically selected, prepaid for, and planned my trip around was not honored. The Loft Penthouse was nice. The staff was courteous. But after traveling from Florida for a once-in-a-lifetime reunion, I left with the understanding that even a prepaid, nonrefundable reservation for a specialty suite may not actually be secure. That’s something future guests should know when making their plans. What troubles me most is that this occurred during the FIFA Club World Cup, when Dallas was hosting numerous athletes, celebrities, executives, sponsors, and VIP guests. While I have no way of knowing who remained in the penthouse, it is difficult not to notice that a reservation I made nearly two weeks in advance, prepaid in full, and completed additional paperwork for was the reservation that was displaced. If the Penthouse and Loft Penthouse were truly equivalent accommodations, there should have been no issue relocating the guest who extended their stay to the Loft Penthouse rather than relocating the guest who had prepaid for the Penthouse nearly two weeks in advance. The partial refund that was offered, does not restore the experience that I booked and planned around. What I experienced was unfulfillment of a contractual obligation from the hotel’s end while I kept my end of the contractual obligation. Whether I was the least important person in the room or simply the easiest to inconvenience - What was done cannot be undone.

The Joule has a lot going for it — a great location, impressive artwork throughout, and a spa area that stands out. I came for a Mother’s Day weekend centered around the pool and spa, and the atmosphere delivered. The execution had real gaps, though. Towels had to be requested daily despite two guests on the reservation. The mattress required a mid-stay replacement. Curtains in the room didn’t operate on the track system. In-room dining was inconsistent. The cabana situation was a frustration as well. The hotel directs you to a third-party booking platform, then distances itself from any issues at check-in. To the hotel’s credit, guest relations responded quickly and appropriately after the stay, which is why I’d give The Joule another chance. Hoping for a smoother experience next time.

⭐⭐⭐⭐⭐ I want to give a special shoutout to Malik, who I believe is the General Manager at The Joule Hotel. To be completely honest, I normally stay at the Thompson Hotel when I’m in Dallas. However, after my recent stay at The Joule, I was incredibly impressed by the entire team. Everyone was professional, welcoming, and genuinely cared about providing a great experience. Malik went above and beyond to make sure our stay was exceptional. He even helped with a dinner reservation that I couldn’t get handled online. That level of customer service and communication is rare these days, and as a business owner myself, I truly appreciate people who understand the importance of taking care of their guests. The experience was so good that I’m actually bringing my daughter back this weekend for a little staycation so we can enjoy the pool and relax together. If Malik hadn’t been so outstanding, I probably would have only come back for the spa. Instead, I’m choosing to stay at the hotel again even though I live only about 25 minutes away, and I think that speaks volumes. To Malik and the entire staff at The Joule, thank you for your hospitality, professionalism, and outstanding service. God bless you all, and thank you for making our stay such a memorable one.

We enjoyed a superb meal at CBD Provisions. Wes took great care of us and had the honor of meeting Chef Stephen. Wes was attentive, knowledgeable and friendly. Having the Chef introduce himself and explain the concepts and ensure we enjoyed our meal was a real treat! I look forward to coming back!