I Face Booking.com Cancellation Fee Despite Family Emergency

I made a reservation through Booking.com for Hampton Inn Durango, Colorado, for the nights of May 13 and 14, 2026, totaling $317.16 charged to my credit card. After confirming this booking, an unexpected family emergency arose, and we are now unable to travel and honor the reservation. Due to this situation, I attempted to resolve the issue, but I was unable to contact Hampton Inn Durango directly. When I reached out to Booking.com, I was informed that the cancellation fee would be the full amount of $317.16, which means I would lose the entire payment despite the genuine emergency and the fact that I cannot use the room at all. Given the circumstances, I find it very unfair to be charged the full amount in the middle of a family emergency. I kindly request that my reservation be canceled without penalty and that the full amount of $317.16 be refunded to the same credit card I used to make the reservation.