Non-Refundable Hotels.com Reservation Despite Cancellation Policy

I booked a hotel in Mardin through Hotels.com for an upcoming trip. Due to unforeseen health issues, I had to cancel the reservation two days in advance. Despite the booking policy stating "cancellation without penalty," they refused to refund me. Hotels.com claimed they needed approval from the hotel first. However, when I contacted the hotel directly, they informed me that they only receive payment after the stay and have no such policy requiring approval for refunds. This experience felt like a scam, and it has damaged my trust in both the company and the hotel. I want to warn others planning trips through Hotels.com to be cautious. After reporting this issue to Consumer Rights, I decided to share my experience here as well.