Vio.com Booking Date Error Charged Me for an Unused Hotel Stay

While trying to make a one-night reservation at Vespia Hotel Yakuplu through Vio.com, with check-in on October 4 and check-out on October 5, the reservation was mistakenly created for September 26–27 due to the website's faulty and unreliable system. When I noticed the error, I was unable to change the dates through the website because the system would not allow me to do so.

I immediately called the hotel, explained the situation, and asked for help with canceling or changing the reservation. The hotel told me that I could handle the cancellation through Vio.com and that they did not need to provide any additional document or written approval. However, when I contacted Vio.com, they told me that I needed to obtain a written waiver approval from the hotel and that they could only process my request if I provided this document. When I called the hotel again, they clearly stated that they have no such procedure and do not issue this type of document.

Despite the fact that the hotel does not have such a procedure, Vio.com continues to insist that this document is required, leaving me caught between the two parties. I am attaching a screenshot of my correspondence with the Vio.com customer service representative showing that I was asked to provide this document. As a result of this entire process, the reservation I actually intended to make for October 4–5 was created for the wrong dates because of the system error, and I have been forced to pay $82 by credit card for an accommodation that I never used.

I request that I not be held responsible for the website's faulty operation or the procedural confusion between the hotel and Vio.com, and that the full $82 payment for this unused reservation be refunded to my credit card.