I did not stay at this hotel, but dealt with manag...

I did not stay at this hotel, but dealt with management when I had to cancel a non cancellable reservation. We were planning to travel in summer with my mom, dad and three young triplet girls and booked two rooms. Last month my 83 year old dad had a stroke and was diagnosed with severe degenerative heart disease. He was told that he had limited time left could no longer travel under any circumstances. I immediately contacted the hotel and offered them his medical records and a doctors letter attesting to this. First I was told the hotel "prefers" not to give refunds but that we could use the two rooms until the end of 2020 or have some meal credits if we only use one room. I explained that I could not travel alone with three young children and that my dad would never be able to travel again so If possible, I would prefer to pay a penalty and have the rest refunded. I was then told that they do not provide refunds "under any circumstances" but my family could use the rooms till then end of 2021. I was shocked. Given the fact that my dad is dying how was the date extension supposed to help? Was I supposed to bring him after he passed? How would a single dad travel with 7 year old triplets use one room when it exceeded occupancy standards? The tone deaf response from management prompted me to write this review. We have received full or partial refunds from all the other hotels we booked as well as all the flights. The only property not to even try to work with us in a reasonable way was the Westin Dragonara. As a Marriott elite member I am seriously reconsidering my Marriott status if the brand allows its properties to treat loyal customers with such insensitivity. I'm sure the hotel is lovely, but be forewarned about the hotel's extreme cancellation policies and tone deaf management.