Joy's Price Match Guarantee applies to eligible hotel bookings completed through Joy. If you find a lower publicly available price for the same hotel room within 7 days of completing your Joy booking, Joy will refund the verified difference. This article covers who qualifies, what to submit, and how claims are reviewed.

If you find a lower price on an identical hotel offer within 7 days of booking through Joy, you can submit a claim. If Joy verifies that the competing offer matches your booking in every material respect and the price is genuinely lower, Joy refunds the difference to your original payment method.

For a competing offer to qualify, it must match your Joy booking exactly on all of the following:

The competing offer must also be publicly available to any customer without needing to sign in or qualify for a special rate. It must be displayed and payable in U.S. dollars, include all mandatory taxes and fees in the price shown, and be available for immediate booking both when you submit your claim and when Joy reviews it. The final price for the entire stay must be lower, not just a lower nightly rate.

Joy must receive your complete claim within 7 days of your Joy booking confirmation time. An incomplete email does not preserve your eligibility. All required information and screenshots must arrive within that same 7 day window.

Email your complete claim to travelsupport@withjoy.com with the subject line:

"Price Match Claim – [Joy Booking Confirmation Number]"

Send the email from the address associated with your Joy booking whenever possible. Your email must include:

Joy booking information

Competing offer information

To help Joy reproduce the offer, your claim should state the exact search criteria you used:

You must disclose whether the competing offer required or included any special access, account status, code, or discount.

A URL alone does not qualify as evidence. Screenshots must be readable, complete, and unedited, and together they must show everything needed to confirm the offer matches your booking. You may need more than one screenshot if the site splits room details, cancellation terms, and pricing across separate screens.

Hotel name, location, check in and check out dates, number of rooms, and number and ages of guests.

Room name, category, bed type and count, maximum occupancy, and any smoking, view, or floor designation. A room name alone is not enough if more detail appears elsewhere in the booking flow.

Whether the rate is refundable, the free cancellation deadline, the cancellation penalty, deposit and prepayment requirements, and whether payment is due immediately or at the property.

Meal or breakfast inclusion, parking, credits or upgrades, resort or destination fees, property fees, and whether taxes are included.

Room subtotal, taxes, mandatory fees, any amount due at the property, final total, and currency. A screenshot of the nightly rate alone is not sufficient. A screenshot of only the final total is only sufficient if it also clearly shows the hotel, room, dates, occupancy, cancellation terms, inclusions, and fees.

Enough detail for Joy to determine whether the offer required signing in, a loyalty or membership account, a mobile app only discount, a coupon or promo code, a restricted qualification such as corporate, government, military, AAA, or AARP, a bundled purchase, or a personalized or invitation only offer.

Note: Screenshots may be rejected if they're cropped in a way that removes required information, blurry or incomplete, edited or altered, taken from a search results page rather than the bookable offer, or taken from a homepage, ad, or promotional email.

Tip: Screenshot the competing offer as soon as you find it. Prices and availability can change quickly, and Joy needs to independently reproduce the offer to verify your claim.

The Price Match Guarantee does not apply to:

Joy will attempt to independently reproduce the competing offer using the information in your claim, confirming that it's live, publicly available, and matches your booking on hotel, dates, occupancy, room details, cancellation terms, payment terms, and included benefits, with no excluded login, membership, code, or package involved. The live offer available when Joy reviews the claim is what determines eligibility, so a screenshot of a price Joy can't reproduce doesn't qualify. Joy may request additional information to review your claim. That request does not extend your original 7 day deadline.

For an approved claim, Joy refunds the verified difference between the final total you paid and the lower verified final total of the qualifying offer, including all mandatory taxes, fees, and amounts due at the property. Refunds go to the original payment method used for your Joy booking. The guarantee covers the price difference only, not an additional discount or credit.

Each Joy booking qualifies for one approved price match claim. A claim applies only to the specific booking named in the submission, and a lower rate found for one booking can't be applied to another guest's booking. Your Joy booking must remain active and uncancelled when the claim is reviewed. Claims with false, altered, or incomplete information may be denied.

Joy will let you know why, which may include reasons such as:

Joy may modify or discontinue the Price Match Guarantee for future bookings. Any change won't affect a guarantee that was already valid for a qualifying booking made before the change took effect.

Still have questions?
Ask us directly! Click on the black and white chat bubble in the bottom-right corner of this page to ask us your questions, or you can email us at support@withjoy.com. You'll get a friendly response from someone on our team! 🙂