Twilight Country Motel

Had to cancel my stay as a family emergency came up. I called booking agent who told me that, if the motel agrees to cancel, they can process and make it happen. When I tried to explain this to the motel representative, they immediately became very guarded and defensive. "Nothing we can do" and out of their control, I was informed. The booking agent also tried to call the motel and let them know they actually did have the power to cancel/refund but the motel refused to agree. Its not the fact they decided to keep my money, despite not staying at the hotel, its the manner in which the motel reprsentitive spoke to me on the phone. They were very short, animated and curt. When I tried to explain they had the ability to cancel/refund my stay, they abruptly hung up on me. In no way did my tone or deamenor warrant such unprofessional treatment; I was shocked. When dealing with another representative at the motel via email, they kept deflecting to their policy which was not what I had a problem with. It was the behaviour of, who Im assuming was the manager, and absolutely no ownership, accountability or apology provided. This is a motel that prioritizes money over all else and displays a horrible level of communication and customer service. Stay clear of this establishment! Just watch....... if there is a response from the motel, they will again deflect to their policy, attempt to blame me in some way and or try and justify their manager/employees behaviour.