I booked a room explicitly advertised
I booked a room explicitly advertised, confirmed, and paid for as "Double Queen Beds" to safely accommodate my family of four (including two toddlers). When I called the hotel directly to confirm, they told me that Joy had only processed a single queen bed—which physically and legally cannot fit my family. When I contacted Joy support to fix their system error, it was a total nightmare. An agent named Izza literally admitted to me in writing that the room name meant two separate queen beds, only to backtrack hours later. Because they couldn't provide the room I actually paid for, they tried to force a "non-refundable" policy on me and refused to issue a refund. Attempting to keep a customer's money when you completely fail to deliver the advertised service is incredibly unethical. They hide behind automated scripts instead of fixing their own platform's errors. I have been forced to escalate this directly to the ACCC, NSW Fair Trading, and my bank for a formal chargeback. Avoid booking accommodation with Joy at all costs—completely untrustworthy.