lack of service and compassion

My family who live in france have had to reschedule their booking twice since our first lock down. They now want to cancell the reservation, due to a medical condition making it not possible for them to fly. Not only has safarinow told them that they will forfit 100% of the amount paid (which was the full amount for a 4 night stay for 5 people) but since March they have also not responded to any emails.

I am absolutely disgusted by the service and lack of compassion!