Hotels.com - No Refund

I had two bookings with Splendid Star Hotel Hanoi through Hotels.com. The first one # ************** was cancelled on *th March'** as I was unable to change my booking for * guests to * guests. As I was well within the free cancellation window, I cancelled this booking and booked again. For this cancelled booking, I received an email from Hotels.com regarding the refund. The screenshot of the same is attached.

Thereafter, I again booked Splendid Star for * guests- myself and my husband, itinerary # **************
When we reached Hanoi on the morning of **th March'** and reached the hotel, we were not allowed to checkin as it was not the check in time. So we kept our luggage in the lobby and decided to go out somewhere for breakfast. During this time, we noticed that the hotel was very dirty. We used the toilet which was also in a very bad state. So I called Hotels.com and expressed that we would like to cancel this booking and book another hotel as this hotel was not as per the pictures and description on the Hotels.com website. I was told by their executive that one night charges plus taxes would be applicable. I requested if that also could be waived off and I was told that they will try. Soon I received an email from Hotels.com Mely B. (Screenshot attached) that they tried for a complete refund but it is not possible. I replied to that email that as per policy as stated on your website, one night charges and taxes would be deducted. (Screenshot attached). I haven't received any reply to that email till date. Also, when we went back to Splendid Star, they already had the information that the booking #************** has been cancelled and when we requested them to show us the rooms, they refused to do so saying the booking is now cancelled. The booking was never completed. We never checked in.

After I came back from my vacation from Hanoi and Korea, I contacted Hotels.com and spoke to your executive Mr Sumit. He requested for the screenshots of the emails and I sent those to him. As I had not received any reply, I wrote back and got a reply from Alice T of Hotels.com that I share screenshots with them regarding the Cancellation policy and cancellation confirmation, which I complied to.

I requested Hotels.com to kindly look into these matters and expedite my refunds for both my bookings of Splendid Star, Hanoi, as per policy. I had paid this property through Hotels.com and not directly. So I expect Hotels.com to kindly intervene here to the need of their customer. I have called them up * times and wrote many emails to them. I have provided them with screenshots, my credit card statements and whatever they asked for. They never revert back and respond to my emails. When I call them up, everytime a different executive answers my call and I have to explain my entire case to them as they have no reference number to my calls.
I am writing here with a hope that I would be supported and something can be done. If nothing, at least nobody else gets duped this way.