False advertising and lack of compassion

Booked a supposedly refundable accommodation. Had to cancel due to my father in law passing. Was told by the establishment (Bushmans Neck) they did not give refunds. I was not happy but eventually agreed that I will change the dates then. Establishment said they cannot do it without confirmation from Booking.com. I followed up with them until lockdown happened. No one responded to date. But they still send me their adverts!!!