This was the worse reservation…
This was the worse reservation cancellation I have ever experienced. I requested Joy to cancel and confirm cancellation. Using the Joy website and following the instructions was not successful. I spent 2 days and 6 hours trying to cancel through hotel, Booking.com and joys website. I finally lodge a refund claim for refund and a complaint with Visa. Then I heard from Margo the concierge who finally confirmed my refund and cancellation. Apparently others are experiencing the same frustrations with changing or cancelling reservations.