Zero stars if I could
Zero stars if I could. Avoid booking through WithJoy at all costs. I booked a hotel room through WithJoy for a wedding. When I arrived on the day of my stay, the hotel staff was on strike and the property could not accommodate me. I contacted the hotel directly, and they agreed to waive all cancellation fees since I clearly could not stay there through no fault of my own. The problem: because I booked through WithJoy, which they told me is powered by Expedia, the hotel couldn’t process my refund themselves. I had to go through WithJoy’s customer support instead. That’s where things fell apart. I explained the situation clearly, including that the hotel itself had confirmed it would honor a fee-free cancellation. WithJoy’s response was essentially “you’re outside the cancellation window, too bad.” When I pointed out that the hotel was on strike and unable to provide the service I paid for, I was told that wasn’t their problem. They never attempted to contact the hotel to verify my claim, even though doing so would have taken minutes and confirmed everything I said. So now I’m out $300 for a hotel stay I never received, for reasons entirely outside my control, because WithJoy refused to do basic due diligence or show any flexibility. This is not a case of me changing my mind or missing a deadline. The hotel was non-operational. Any reasonable company would have treated this as a legitimate exception. Terrible customer service, rigid to the point of absurdity, and completely unwilling to advocate for a paying customer in a situation that wasn’t remotely my fault. I will not be using WithJoy again, and I’d encourage anyone reading this to book directly with hotels when possible to avoid exactly this kind of runaround.