Unreasonable business entity

We made a booking for New Year's Eve, then our President delivered the speech and reiterated on how severe this Covid-19 is, we then decided to cancel, of which we were within our right because according to their site they had free cancelation till the 31st, now they are giving us a run around with our funds, they literally ignore my calls, then when I call with a different number, they answer, I mean we are all facing the same pandemic, so a bit of understanding would have been appreciated