Booking.com Free Cancellation Not Working Before My Surgery

I made a reservation through Booking.com for Lyndhurst House in Keswick, Cumbria, with check-in dates of 29th, 30th, 31st and 1st. At the time of booking, this reservation was clearly stated as “free cancellation,” and I also paid a deposit for the stay. For the last three weeks I have been trying to cancel this booking, but your website and system have made it extremely difficult to do so. Despite repeated attempts, I have not been able to complete the cancellation, and this has been especially hard for me because I have very poor eyesight and find it difficult to use your website. This situation is causing me serious stress, particularly because I am about to go into hospital for surgery and urgently need this matter to be resolved so I can focus on my health. I also contacted the property directly, and they clearly informed me that they cannot cancel bookings made through Booking.com, and that only Booking.com can handle the cancellation. Therefore, I am completely dependent on your system and support, which so far has not worked for me. I request that this reservation at Lyndhurst House, Keswick, be cancelled immediately under the free cancellation terms, that my deposit be refunded in full if it has been or will be charged, and that written confirmation of this cancellation be sent to me as soon as possible so that I am not charged any fees for a stay I will not be using. I also ask that this cancellation and confirmation be handled as a matter of urgency to avoid any further stress while I am preparing for surgery.