Hotels.com review: Refund for a cancelled booking at Radisson Blu Edwardian Heathrow

I booked 2 x rooms at the Radisson Blu Edwardian Heathrow Hotel for the night of 13th - 14th February 2024. I paid for the option to cancel as long as it was before 1600hrs on 13th February 2024. I cancelled the two rooms as my business meeting location was changed. The cancellation was done in person at the hotel reception at about 07:30hrs on 13th February 2024. The receptionist acknowledged the cancelation but stated |I would have to cancel via the Hotel.Com app as that is where I booked. I cancelled via the app but was still charged. I have been in touch (via written text) on the Hotel.com app and they stated they cannot offer a refund. I have been in touch with the hotel this morning and they confirmed I cancelled in time and said if Hotel.com contact them they will confirm I am due a refund. It appears as though Hotel.com have said they contacted the hotel but have not. I am within my rights for a refund as per the contract when I booked but I am being given the run-around as I am unable to actual speak with anyone from Hotel.Com. I have all emails and a copy of communication via the app.