Booking.com Refuses Refund Despite Free Cancellation

I had a reservation through Booking.com at Riu Palace Mauritius for 25–29 October 2026, booked with the condition of free cancellation. Unfortunately, I became ill before my flight and was unable to travel, so I contacted Booking.com to request a refund in line with the free‑cancellation policy. During my communication with Booking.com support, one agent named Ahmed clearly told me that I would receive a refund. However, another agent later informed me that there would be no refund, which is completely contradictory and leaves me feeling that there is no reliability or guarantee in the information I receive from Booking.com. I request that Booking.com honor the free‑cancellation condition that applied to my booking and the promise given by your agent Ahmed, and issue a full refund for my stay at Riu Palace Mauritius. I will provide my medical documentation and the proof of the free‑cancellation terms as attachments to support my request.