Booking.com ****ming paying customers

at the beginning of December I booked for Blue waters Hotel in Durban for the 16th through 19th of December. I experienced health issues and have a medical emergency and I need to go for a surgery on the 16th of December. they told me I made a partner booking and they cannot change my booking or even assist with any changes with the Hotel. I offered to send them my medical documents as proof, they were not willing to assist. I asked why they have an offer on their app that they cannot assist with, they put the blame on Hotel for what is on their own app. When I tried to called Blue Waters Hotel, I was told they cannot make any changes, If I miss my booking, I will forfeit all. they also told me to speak to booking.com.