Bookaroom review: Reservations

We booked rooms at a hotel through bookaroom at the Holiday Inn Capital Hill Washington DC for 7/14-7/18 Because of covid we had to cancel on 7/11. I submitted the required paperwork immediately including medical records proving active covid. They processed 1 reservation (king size room) promptly and we were reimbursed. The 2nd (2 queen rooms) they did not and it was sent to the hotel 1 day after check out (7/19) so therefore the hotel counted us as a no show and was charged full price. I have submitted to bookaroom the emails proving that this was their failure and yet they still refuse to correct the issue. I did call the hotel and they stated that because they did not receive the cancellation prior to check in their policy is to charge the price of the rooms. This lies at the feet of bookaroom and they refuse to take care of the problem.