IberoStar – I have been trying to cancel/modify a reservation for 4 days.

My reservation was made via Orbitz for a 5 night package including airfare and hotel at Iberostar Waves Rose Hall Beach. When I booked as a package, it said "free cancellation within 24 hours". I cancelled the airfare 8 hours after booking, but have tried to cancel the hotel reservation for 4 days now. Every time, I spend hours on the phone with Orbitz who tries to contact the hotel unsuccessfully. The hotel continually transfers the call, where no one will answer. Finally, the hotel provided an email to submit the request. Orbitz sent an email 3 times, and every time when following up the hotel tells Orbitz they cannot find the email and to resend it. I then tried calling the hotel to cancel the reservation directly. They told me I cannot cancel because it was made through a third-party and must be cancelled via Orbitz, then hung up on me. I cannot believe that at a 4 star hotel, you cannot reach anyone to help with a reservation. At this point, I do not want to stay at the hotel regardless because it is alarming that no one is available to help, and appears to be scamming customers.