Request For Booking.com Refund Due To A Death Hilton Garden, Fontana, CA

I am writing as a very frustrated customer regarding my Booking.com reservation at Hilton Garden Inn in Fontana, California, for a stay that was scheduled to begin on August 8, 2026. Due to a death, I had to cancel my plans and followed the instructions given for requesting a cancellation because of this situation. I made the reservation on a Friday and cancelled the same day, well within the 24‑hour period. I submitted the cancellation request three separate times through your system as instructed. Despite this, I am still receiving survey emails asking how my stay was, and the property now states that the reservation was paid in full. The confirmation numbers Booking.com sent do not match what I have, and the cancellation number I received is not trackable in your system, which makes it impossible for me to follow up properly. This has been extremely upsetting, especially considering the reason for my cancellation. I am requesting a full refund of the approximately 260 USD that was charged for this reservation and a clear explanation of how the reservation was processed as “paid in full” despite my timely cancellation request. I also ask that you correct whatever system issue is causing these mismatched and untrackable confirmation and cancellation numbers so that this situation can be properly resolved.