Hotels with Gyms in Balaban Mahallesi

We booked 5 nights for the hotel and were asked to pay in full. Unfortunately 12 days before our departure, my partner was hospitalised due to a minor heart attack and I informed the hotel to cancel my booking as he would not be able to ski even if we can travel. Mr Okan who I was liaising with via Whatsapp informed me that he is unable to give me the refund due to the hotel's non-cancellation policy. He was extremely responsive and helpful prior to my booking and before I make payment. I initially wanted to consider and pay later but he kept pushing me to make payment and told me whatever changes I need he'll help and I don't have to worry. But that was not the case when I needed to cancel the stay due to a medical emergency. So I told him I'll write in officially and request that he responds to my email so that I can try and claim insurance. However, for whatever reason, he refused to reply to my email despite agreeing to do so via Whatsapp after repeatedly informing me there will be no refund from the hotel. Todate I still have not received the reply and am unable to submit claims to the insurance company.