Do not make a booking at booking.com - rediculous cancelation fees and no response

I made a booking on Saturday 04/11/2017 for accommodation at Beacon Rock Luxury Apartments Umhlanga. On Monday 06/11/2017, after seeing our Oncologist I contacted the property by e-mail as booking.com said that if you want to contact the property send a mail. Nobody from the Property even made the effort to reply to my e-mail. Needless to say they already took R 18,500.00 out of my account (Which I new they would). Quick to take your money but that is as far as it goes.... I then sent a mail to *** on the 9/11/2017 also with the same request and received the following mail - "For payment-related questions, or other queries regarding your stay, you can message the property directly. You can also make changes to your booking using the buttons below. If you still need help from us, please wait for our team to contact you." Needless to say nobody contacted me from either institutions! My request was as follows - 06/11/2017 - Good day, My daughter was diagnosed with Glioblastoma Multiforte (Brain Cancer). This is a recurrence of the cancer, as she was in remission. When I discussed our planned trip to Durban he advised that we should not go. We should stay closer to home (Johannesburg) to have access to medical care as she is Stage 4. Is there a possibility in reviewing the cancellation fee as this matter is out of our control. I would greatly appreciate any assistance to this regard. Thank you My apologies. I left out to say I spoke to the Oncologist today. And that was his response.... Thank you

All I wanted to know is if they could revise the R 17,500.00 cancellation fee.... All they had to do is say yes or no. We desperately need this break away but life happens......I made this booking with that in mind as we do not know if this is the last chance we will get. But the Oncologist advised against travelling so far.....and I sent this e-mail as soon as I could. Not even a full 2 days later.