I booked the two rooms on semi-flex (5 day cancellation, which is Sunday) with Doubletree Ocean City (newly open early this month) for 6 of us. The reservations start tomorrow and we fully expected to be there. However, my mother just called me half an hour ago and told me she can't make it because she need to go to doctor 1st thing tomorrow morning and can not be on a long road trip like this (NYC to Maryland so 5 hours) as she's not feeling well enough to go.

I called the national line and the hotel. National customer service can only call the hotel. Hotel front desk straight out denied it because she said it has been charged. Any way to work around this if the hotel continue to deny cancellation or I can only eat the loss? Thanks.