Hotels.com Did not receive what I paid for Internet

In July I booked a hotel in Germany thru Hotels.com.  I have herniated disks in my back & a torn meniscus in my knee, making stairs very difficult to use.  The hotel I booked, Hotel Kimmig, had an elevator & also advertised private balconies with each room which was a real plus.

Upon arriving at the hotel, we were told due to a computer glitch with Hotels.com, there were no rooms available.  We were sent elsewhere.  The hotel we were sent to put us 2 flights up, had no elevator & no private balcony.  When I called Hotels.com it was verified to me that Hotel Kimmig was had no vacancy before I made my reservation & that there was a computer glitch.  I informed the customer service person that I felt I deserved some type of refund for not receiving a comparable hotel.  I was told there was nothing they could do for me.

It's not right that I receive a lesser room at a lesser hotel & have to pay for Hotels.com mistake.  As I said, due to physical injuries, it is very hard for me to navigate stairs & I paid for a private balcony which I did not receive.  I wish to warn everyone that just because you pay for a reservation in full through Hotels.com it does not mean anything other than that they have your money.  They are unable to guarantee their reservations & are not willing to refund when problems do occur.  Don't trust them!!!