La Renaissance Suites

Review: On May 12, 2015 I had a reservation for a refundable overnight stay, booked with hotels.com at LaRenaissance Suits. I had a family emergency and called to cancel this stay a week prior, with hotels.com. They confirmed the cancellation and stated I would be receiving an email shortly. The following week I got a statement stating I was charged for the room from LaRenaissance, I called [redacted] and they said it was on LaRenaissance end and they could not refund me as the hotel withdrew the funds. They advised me to have my bank put in a claim.Desired Settlement: After several attempts to call [redacted] and LaRenaissance to resolve this matter, nothing has been done. My Bank [redacted] filed claim failed and [redacted] contact to them, failed. [redacted] states there is nothing they can do. I am unable to get a hold of LaRenaissance as they are undergoing new management and there is no working phone number. I had given them options to work with me such as a complementary stay, a refund or anything to make this matter right.