Cancellation and Refund

I booked in early November 2021 for a 3 night stay over Christmas that year, booked a month in advance. Sadly, my brother passed on days after and I had to cancel. Guess what, less that 7 days and I got only 50% refund. Until today. The previous Operations Manager, a lovely young man named Herschel, helped me and liaised with Bookings for my refund. In his absentia, a rude lady by the name of Neo, who happens to be the owners daughter, couldn't care less and said to me I need to take this up with booking.com, and whatever Herschel promised me was lies. Not even the bother or decency to follow up on my case to find out what actually happened and where she should pick it up from. Long and short, I'm disgusted. Neo has such little EQ and business acumen that she wasn't even trying to find a solution, she simply cut me off with "Well Herschel doesn't work here anymore, and we don't owe you anything, speak to Bookings.com" . I am defeated.