We were scheduled to stay at CITIC Beijing from Feb. 3 to 6 but tried to cancel almost two weeks prior because my father was ill and under observation for coronavirus symptoms. We called to cancel and the first person we spoke to said it would be fine. Many airlines and hotels were allowing free cancellation because of the NATIONAL EMERGENCY. We then had Expedia, our booking agent, call them and email them. Then five days later, we still had not heard back and called the hotel again. They claimed that they never received Expedia's email and didn't know about the phone call from Expedia, which was a lie because Expedia spoke to their personnel who asked to be emailed. Also that they would not cancel our reservation because their manager was busy. Under these extreme circumstances it is unethical to deny us a cancellation, especially as we explained we had a sick person under observation at the hospital. I will resolve this matter through my credit card but had to write about this hotel's extremely unethical behavior.