Vio.com Booking Money Deducted But Actually No Reservation At Hotel

I made a reservation through Vio.com for a 3‑night stay at Crowne Plaza Pune. The booking was made on 19 September, with check‑in on 20 September and check‑out on 23 September, for which I paid 21,000 INR. The amount was deducted and I received a confirmation from Vio.com, so I proceeded to the hotel expecting a normal check‑in. However, when I arrived at Crowne Plaza Pune on 20 September, the reception informed me that there was no such booking in their system and that my reservation through Vio.com was not valid. I waited at the reception until 2 AM while they checked, and the hotel was clear that no booking from Vio.com under my name had reflected in their records. Because it was very late at night, with the help of a friend who was already staying at the hotel, I had to arrange an additional bed in my friend’s room and stay as an extra guest. For this, I paid 1,500 INR plus taxes for one night directly to the hotel. This was clearly not the original 3‑night booking that I had paid for through Vio.com. Out of the 3 nights I booked and paid for, I had to stay in my friend’s room without availing my original booking, as it was never reflected in the hotel’s system. The hotel clearly confirmed that there was no reservation from Vio.com on 20 September. Despite this, Vio.com later responded in the afternoon claiming that the booking confirmation already existed and that I had an alternate reservation in the same hotel, suggesting that they funded an additional bed. This is incorrect and misleading. The only arrangement was my friend’s existing reservation where I stayed as an additional guest, and I personally paid the extra bed charges to the hotel. There has been no proper resolution, confirmation of my original booking, or refund. I request a full refund of the 21,000 INR I paid for the 3‑night reservation that never reflected at Crowne Plaza Pune, as well as a clear written explanation of how this booking failed and why incorrect information was communicated to me about an “alternate reservation.” I also expect Vio.com to review this case urgently and ensure such situations do not recur for other customers.