Hello
Thank you for your message and for the details you shared about your reservation.
We have reviewed your booking and confirm that it was made under a non‑refundable rate, in line with the conditions shown at the time of purchase, which means we are unfortunately not able to issue a refund in case of cancellation. Our policy must be applied consistently in accordance with the hotel and supplier cancellation policy. The hotel has already charged us for the stay, we do not have any flexibility to override these terms.
If you still wish to cancel under these non‑refundable conditions (with no refund), please confirm by reply so that we can update your reservation accordingly. Additionally, if you can forward a copy of your flight showing all the details (full names, dates, destinations...) with the cancellation notification, we can forward it to the hotel but there is no guarantee they can offer any kind of compensation.
Regards,