Not Happy

Everything started when we requested in our email that the accommodation must be wheelchair friendly and they booked a place for my parents that is NOT wheelchair friendly and when we questioned it my parents where told the booking can not be changed to a different location, how do you expect somebody that is dependent on a wheelchair to move up and down the stairs....It continues, yes there is a no cancellation policy but also where is the humanity. My parents need to cancel the holiday because my mom was admitted to hospital she has terminal breast and brain cancer. It was not a cancellation request just because they didnt felt like going anymore. Everything is not set in stone and feel cases like this might need some special discussion. In conclusion so my parents loose their money cause you will not consider the circumstances,they can not go to a place anyway that is not wheelchair friendly and with my mom being hospitalized. Thank you for not seeing the human side of life.