I booked a room through Joy
I booked a room through Joy, and unfortunately the entire experience was extremely frustrating and poorly handled. After making the reservation, it took several days before Marriott even received it in their system. Once Marriott finally had the reservation, I contacted them to request a handicapped-accessible room for my wife, who requires wheelchair accessibility. Marriott advised me that an accessible room was not available. I immediately went back to Joy and asked for assistance. I was repeatedly told they would reach out and work on the issue, but there was plenty of talk and virtually no meaningful follow-through. I was left with the impression that they were trying to resolve the problem, yet nothing was actually accomplished and no clear answer was provided. Because my wife required appropriate accommodations and I could not continue waiting indefinitely, I had no choice but to make other arrangements on my own. Approximately three weeks later, after receiving no meaningful resolution, I had to contact Joy myself regarding my refund. I was then informed that the refund had been denied. Conveniently, this only came after I followed up. The most troubling part is that much of this situation could have been avoided if the original reservation had been transmitted to Marriott promptly. Had Marriott received it when I initially booked, there would have been substantially more time to address the accessibility issue, locate an appropriate room, or make alternative arrangements. Instead, I experienced delays, poor communication, promises of assistance without action, and ultimately a refusal to refund me for accommodations that could not meet my wife's accessibility needs. I have kept the correspondence and timeline documenting what occurred and am now considering pursuing the matter through small claims court if it cannot be resolved fairly. Based on my experience, I would be extremely cautious about booking through Joy, particularly if you have accessibility requirements or need dependable customer service when something goes wrong.