DO NOT BOOK A HOTEL VIA JOY
I had to cancel a hotel booking for a family wedding in July and, unbelievably, I am still waiting for my refund of over £1000 almost 8 weeks later. I had paid for free cancellation at the time of booking and was informed via email that I would be refunded in full. However, despite countless frustrating phone calls and emails over the last 8 weeks, I still do not have the refund. Dealing with Nuitée (the company behind JOY) has been a hugely stressful experience. The support staff I speak to have tried their best but they have no power except to repeatedly email the finance team regarding my case. When I ask to speak directly to a manager in customer services and/or the finance team, I am repeatedly told this is not possible. I have been told one story after another about the failure to refund me; hence, I have completely lost trust in this company. I have raised a formal complaint in writing and in phone conversations, but no manager has had the courtesy to respond to my complaint. I am in despair and fear I may never see the refund to which I am entitled. I WILL NEVER USE JOY AGAIN FOR HOTEL BOOKING.