The Spa at the Joule — Hotel in Dallas

I booked this spa for my girlfriend's birthday after reading great reviews online. The idea of using the amenities (pool, steam room, sauna) an hour before and an hour after seemed like a fantastic way to enhance the experience beyond a typical spa visit.

Our appointment was at 8 am, and the email stated to arrive an hour before to enjoy the amenities. We arrived at 7:15 am, valet parked, and attempted to get on the elevator, but the spa button wasn’t working. I asked the front desk if we needed a key card, only to be told the spa doesn’t open until 7:30 am. This was frustrating because the email stated otherwise, and it reduced our time to enjoy the amenities before our massage.

At 7:35 am, the elevator button started working, and we, along with two other guests, made our way to the reception. The couple in front of us checked in without issue, but when it was our turn, the receptionist couldn’t find our reservation. This was baffling as I had multiple confirmation emails and had even received a phone call confirming the reservation two days prior.

We stepped aside while the receptionist checked in the next guest, who quickly voiced her frustration as she received the same email stating to arrive an hour early. The receptionist explained that for 8 am appointments, guests are allowed to use the amenities for two hours after, rather than one hour before. In my opinion, if this is the policy, that is fine, but it should be communicated. I had made brunch reservations based on the email sent to me, so the two-hour post-massage use of amenities was not helpful.

Meanwhile, the other guest was visibly upset and canceled her reservation, demanding to speak with the manager, which lets just say, wasn’t very relaxing. Once she left, the receptionist continued to look into our reservation. She was very apologetic and offered to let us use the amenities and reschedule the massage, but it’s my girlfriend’s birthday, I’ve done everything correctly, have confirmation emails, received a phone call confirmation, how could this possibly have happened? Apparently they are unable to search by the confirmation number, but after I get frustrated she asks what my email is. Using my email she finds the reservation under my girlfriend’s name, despite me booking it and all confirmation communications being addressed to me. Bizarre and perhaps something was manually entered into their system wrong.

Eventually, we got everything sorted and began our massages, which were excellent. We then used the pool for an hour, which we thoroughly enjoyed.

The manager did stop by to acknowledge our trouble checking in, which was appreciated, but we were trying to relax and chose not to discuss it further at that moment. Upon checkout, the receptionist offered us a discount due to the inconvenience, which was a nice gesture, but honestly, I would have preferred to pay the full price without the drama.

Overall, while the actual spa services were great, the disorganization and lack of clear communication significantly detracted from the experience, especially considering the premium price.

Side note, I tried to respond the the survey they send out and it will not allow me to submit...

Hands down best spa experience I've ever had. They think of absolutely everything to make sure your time there is as seamless and relaxing as it can be. After you check in you go downstairs and thats where you separate from mens and womens. Then you get to use all of the amazing amenities before(or after) your appointment begins. There is a beautiful eucalyptus steam room, dry sauna, Swedish shower and an ice fountain so you can go between hot and cold for better blood flow. You then can get into the infinity pool that is co-ed. Its a beautiful small pool that is set to your body temperature and has spa like jets that lead to amazing relaxation. One of the best perks of this place is while you're doing all of these things, really sweet staff members come around and offer you a complimentary mimosa or champagne. (I tested this and there is no limit!!) Then about 10 minutes before your appointment begins you get your super soft plush robe on and wait in the relaxation room where there is water, tea, and little snacks for you to munch on. Finally, someone comes to get you for your massage/facial and give you the absolute best service. Ive been twice for a facial and both times were equally as fabulous. My most recent facial was from Lori and that woman is absolutely amazing at what she does! She took time to listen to my skin concerns and made a customized facial for me that made my skin glow more than it ever has. She also made samples of most of the products she used on me. Afterwards you're allowed to stay at the spa and use their amenities for as long as you want and you can even order lunch from CBD to eat around the pool. If you need to go anywhere afterwards they have showers with every toiletry you could need and hair tools to get you ready. I know the prices might seem high but they really offer so much more than most hotel spas do and they charge around the same price....

I was pretty let down with my experience at this hotel. I booked a spa day for my Mom and myself to celebrate her birthday. I booked about 6 weeks in advance, and ordered cupcakes and chocolate covered strawberries. I was told these items would be waiting for us when we arrived. Well, they weren't. We were only allowed to enjoy the spa for an hour before and an hour after services. By the time we got the food, we only had about 30 minutes left on our time. The relaxation pool was tepid with what seemed to be broken jets My Mom's therapist was inexperienced and she had to request someone new but the spa only offered 30 minute sessions at this point since our time was ticking down. The celebratory champagne didn't show up until after our treatments. The spa package was supposed to come with free valet but we actually got a parking fine a month later because valet had parked our car somewhere they shouldn't. This fine was actually sent to collections. So on top of everything else, we were sent a notice from COLLECTIONS stating we owed money for parking. This is just unreal. I book two appointments for a birthday spa day, with food and champagne and end up with a doggy bag 30 minutes before I have to leave and a parking fine cause of valet. Don't stay here. Don't book the spa. Don't give this hotel your money. This was a total let down. For being so "high end" this is probably the worst spa experience I've ever had. I only marked one star because it's...