Business ProfileforHotel Julien Dubuque

Charged extra $100 at check- in. Told it was a courtesy in case i wanted to purchase something at hotel. Hotel room had noisy fan and room temperature was cold. Called room service but neither were resolved. One of our group had issue at check- in. Desk clerk was not helpful causing guest hardship. Food at restaurant overlly spicey. This was not indicated as such on menu. Additional $2.14 charged to credit card after stay. Reservation clerk said this is City of Dubuque charge. Why is it not part of room fee? Our group of 8 agreed we will never stay at Julien Hotel again This hotel is over-rated and goes out of its way to mickel and dime guests.

 

Dear BBB and V. ******, 

Our apology for your frustration; rest assured, we reviewed your concerns, and will provide the following comments that should answer to your concerns.

Regarding the extra $100 charge: There was never a charge of $100. This is an authorization only for any incidental charges that may be made. The authorization is released immediately upon check out. The individual's banking/debit card institution can take up to 14 business days to release the authorization. Signage is at the hotel front desk advising of this, and the person registering for the hotel stay approves this during the check-in process. (Pre-authorizations of some amount is a standard practice world-wide.)

Regarding the room conditions: We have staff 24 hours a day.

Regarding the spicy food: Descriptions are on the menu that advise the diner of the ingredients and preparation. In addition, there are icons that reflect whether ingredients are locally sourced, gluten-free, vegan, and the Iowa law requires all foods that are prepared less than certain temperature ranges are noted on the menu. Our menus are quite detailed in explanations and our staff are trained to answer any and all questions relative to our cooking styles and techniques.

Regarding the $1.07 per night Destination Management Fee charges. The hotel collects these charges for the Dubuque Convention and Visitor's Bureau. It is a voluntary charge that again, during the check-in process the person checking into the hotel approves the fee to be charged. We would have not charged had the person/s checking in advised us they did not want to fund this fee. There are multiple hotels in the city of Dubuque that are collecting this fee, as there are also multiple cities in Iowa processing the same fees. 

Regarding the nickel and diming comment: In reviewing this traveler's reservation, it was reserved through a third party booking site, Booking.com. We do not know what they paid for their lodging, as we only receive a portion of the total amount they paid for their room.

We feel that this guest received exactly the services that were reserved and ordered in the restaurant. We advised them of any transactional situations that were going to occur during their stay, or which they approved the transactions to take place. 

Thank you, 

Team Hotel Julien Dubuque