Hotels.com Won't Refund Tbilisi Hotel Despite Cancellation

I booked a hotel in Tbilisi through Hotels.com, but the hotel notified me that they had closed and wouldn’t be able to accommodate us. Despite this, Hotels.com refused to refund the payment. The hotel confirmed that they didn’t receive the payment and even sent an email saying the booking was made through Hotels.com. I’ve had hundreds of back-and-forth emails with their customer service, but all I get are the same generic responses. I was told that since there are no records in Turkey, I can’t file a complaint. This lack of accountability is infuriating, and I’m stuck with no resolution. Hotels.com needs to step up and issue my refund immediately.