My spouse booked a night at Radisson Harbiye Istanbul for our anniversary on August 31. Two days before check-in, our son fell ill and we knew we couldn’t leave him alone, so we called Vio.com to cancel. Vio.com insisted we speak to the hotel directly. The hotel assured us there was no problem and that they would authorize a free cancellation.
When we reported this back to Vio.com, they demanded medical documentation for our son’s illness—and then said no proof could be provided for August 30. After we explained, they claimed they’d accepted the situation but again blamed the hotel. Today’s email from Vio.com states the hotel refused to approve our refund and that no credit will be issued.
However, when we called the Radisson, they confirmed they never received payment and that our booking was canceled free of charge.
This “refund refused” and “no customer support” treatment is unacceptable. I demand Vio.com immediately process my full refund and clarify how they will fix this misleading cancellation policy.
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