Booking.com Promised Full Refund After Family Death but Did Not Honor It

I made a reservation through Booking.com at Steigenberger Pyramids Hotel for two rooms for the dates 23–25 July 2026, under reservation number 5000490776. The booking showed there would be a cancellation fee, but on 21 July I had to cancel because a close family member passed away. I called Booking.com by phone to cancel and clearly explained the situation. The agent told me that Booking.com makes exceptions in cases of a family death, that both rooms were cancelled, and that I should not worry because I would not be charged. Relying on this information, I accepted the cancellation under the clear impression that I would receive a full refund and no charges would be taken. After the stay dates had passed, I received an email from Booking.com stating that I would only be refunded about 94 dollars out of a total of 931 dollars. This directly contradicts what I was told by the agent on the phone and makes me feel misled and lied to. Since then I have not been able to reach Booking.com support properly to resolve this issue. I request that Booking.com review the call records and communication related to my cancellation on 21 July and honour what your agent promised by refunding the full amount of 931 dollars instead of only 94 dollars. I would like this situation to be corrected as soon as possible, as I acted in good faith based on the information provided by your employee and I am very upset with how this has been handled.