Consumer Redressal

I did a hotel booking via their internet portal on 22 July for Sep28-Oct2 ( booking ref- NPK75723).I have a medical emergency and asked for cancellation on 18th Sep over phone.They refused to do and asked me to write mail.I wrote on 20th Sep.They never replied , when I talked to them today they said no refund or deferment possible as per their cancellation policy.( policy - Once the booking will be made 50 % retention charges will be applicable. Within 10 days of check-in date so there is no refund). Have never heard this kind of weird policy in any hotel all over the world.Please help me on this.There was no promotion nor I used any discount coupon. Below is the address of their office: Sales Office: Chatterjee International Centre (18th Floor, Suite No. 10) 33/A Jawaharlal Nehru Road, Park Street (Near Park Street Metro), Kolkata - 700 071. Email: sales@hotelsonarbangla.com hsbreservations@gmail.com Website: www.hotelsonarbangla.com Call +9133 4006 0787