Bad service

On the 1st of May 2023, I saw a deal on Bookings.com for accommodation in Durban, Blue Waters Hotel. The package was what I wanted 2 Adults and a Breakfast Included and with free cancellation as per the add on the website. I made reservations for the 26 -28 May 2023. However on the 17 May 2023, my wife was hospitalized and had to go for an emergency operation. I was forced to cancel our trip. I even made sure that I cancel while they are time to do so. Within mind that this deal has a free cancellation. Now that money has been taken from my account even though I went for the pay-later option. Blue Waters is telling me that I have forfeited my money. Please assist on this matter. Thank you