Stay cancellation/rescheduling due to Covid19 - No access to anyone to assist

I have trying to get hold of them for the past two days to reschedule an upcoming stay at the Emerald and I haven't been able to get hold of them via email and calls.

I have no option to reschedule on the app , only cancellation with 100% loss of the money paid.

What can I do to get help from this service provider. What can they do to assist me as we are all forced to avoid such places due to Covid19.

I want to reschedule and if that is not possible, I want a refund.