Novotel review: cancelling policy

Hi
I have a booking at the hotel
I have emailed the hotel
Due to the coronavirus I'm unable to fly to Hong Kong from shanghai
My booking was for the 14/3
I have cancelled other hotels without a problem only Novotel HK Kowloon
I written a report on trip advisor
Person I have been dealing with in reservation is julieta

I had hope there would be understanding it's not that we changed our mind but a epidemic in China and all flights cancelled

Hope you can see our view

Andrew