Joy Wedding Planner & Website

The website works great, but I can’t do anything on this app. The webpage editing function in particular just reloads over and over.

Awful. Cant even upload photos clicking upload button does nothing

This was one of the worst third-party booking experiences we have ever dealt with. Our flight was canceled due to maintenance issues, so we responsibly contacted BOTH the hotel and Joy Travel Concierge to inform them that we would simply be arriving ONE DAY LATE. The hotel understood this perfectly when we spoke with them directly. Unfortunately, after we separately contacted Joy with the exact same information, a Joy representative apparently contacted the hotel and incorrectly informed them that we would not be arriving at all. Because of Joy’s incorrect communication, the hotel canceled our ENTIRE reservation. Let that sink in: The hotel only canceled our stay after Joy contacted them and communicated inaccurate information. Had Joy not made that call, our reservation would never have been canceled in the first place. So after an already stressful travel disruption, we arrived at the property only to discover: • our reservation had been canceled, • our original room was gone, • and we had to scramble with hotel staff for accommodations because of a mistake caused by the booking intermediary itself. We were eventually downgraded from the king room we originally booked and paid for. To the hotel manager’s credit, she acknowledged the situation, waived parking fees because of the inconvenience, and informed us she would approve a refund for the unused first night. Then things became even more concerning. After weeks of follow-ups, Joy Travel Concierge informed us in writing that: • the hotel had “denied” the refund request, • the booking was considered “completed,” • and “no funds could be released.” However, shortly afterward, we received an OFFICIAL refund receipt directly from the hotel confirming that a refund transaction for $197.20 had already been processed. So naturally we asked: If the hotel processed the refund, where did the money go? Because the hotel’s documentation directly contradicts what Joy representatives told us. At this point, this no longer feels like simple customer service confusion. It feels like a serious breakdown in communication, accountability, and transparency. Travel disruptions happen. Mistakes happen. But customers should not have to: • suffer consequences from inaccurate communication, • arrive to canceled reservations they never canceled, • receive contradictory refund explanations, • or investigate where refunded money ended up. We are now escalating this matter because the handling of this situation has been completely unacceptable.