Cancellation charges not waived by hotel

On 22nd September i booked a room for 5 Guest’s of mine coming from Darjeeling West Bengal. It was a bad time the guest were facing, as one of the family member of one guest past away back in home town, so that’s the reason guests didn’t checked in. Where check in timing selected while booking was Evening 4-6pm today 23rdSeptember2017.
& Prior to check-in, guest have requested through phone calls, many times to cancel the booking. Even I called many times to inform about the cancellations had to be done please give waiver in Cancellation.

But, today Property person sent his Guy to take Guest to hotel at 9:15am for check-in… Instead of knowing booking time was of Evening 4-6pm.

Guest have come first time to Mumbai, as they were new to City, they went back after long discussion with the reception person till 10:20am.

I requested on calls for waiver of Charges, which verbally he agreed. He told me to Cancel from Your Application,
When I requested from application, for Waiver,

I received email from stating,

We approached Hotel Marhaba on your behalf to request the cancellation of your reservation. We are sorry to report that the accommodation is unable to make an exception in this case, and you will be charged the entire cancellation fee.

Mujahid Khan
Juhu road, Mumbai 400049, Maharashtra

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