Embassy Suites review: cancellation

I had planned a trip for my family on December 11th and 12th. And I had made the reservation on my phone three times not sure if we were going to go so I canceled and remade it and canceled we weren't sure to take the fact that my brother was in the hospital dying of cancer and it wasn't until December 10th that he passed away and of course due to the traumatic and heartbreaking news I forgot or I thought I had canceled the room I called them two days later realizing I have been charged but they're very insensitive manager was and she asked her death certificate I thought that was very rude due to the fact that I had just lost my brother out of respect I would think that she would say I'm sorry for your loss but she did not she ask for death certificate and I had to run around calling different places to see if I could get my refund cuz every cent counted for the funeral they are very expensive yeah I told her he was going to be buried at Rose Hills and that the funeral would be held Continental funeral homes Los Angeles that was a suspicion for her I was heartbroken so after fight after fight with her she finally said well we'll see what we can do then I told her how insensitive it was for her cuz I have yet to hear her say sorry for your lost after fighting with her Contessa green she finally decided okay will give you your refund but I still have to send her a death certificate of my brother which in fact I'm going to send her a whole care package so she could feel better about herself I'm going to send the death certificate a little ribbon a Rosary in the little car that store well for my brother I don't feel I need to do this but just for her to have it and feel bad about herself I will.