Travelocity refused to give credit/refund from canceled travel plans Internet

My Husband and I booked a long awaited and planned for New York summer trip from july 8-13. Flight and accomodations were arranged through travelocity. My mother was critically injured and airlifted to a higher level hospital, admitted into neurological intensive care. She was near death and subsequently has needed intensive rehabilitation and recouperation. June 30th I placed a call to travelocity to cancel my plans. This was done without difficulty. The customer service rep informed me that we would not be able to recieve a refund but a credit would be made and we could access this within the next 12 months.

June 8th I attempted to use some of this credit to travel again due to my mothers illness. I was informed that only the airfare was available and the change fees would be more than just booking a new flight. Through the course of 2 days i talked with numerous reps who finally informed me that there was no credit from accomidations (which was most of the cost of the trip as we booked the times square Hilton!!)

I have sent documentation from Dr's and followed all of travelocity's requests to resolve this. October 1st I received notice that the Hilton has denied a refund due to the fact that the room I booked was non-refundable.

I was assured from the beginning that I would have a full credit and I just want what they promised. My mother is still not doing well and at this point I do not need more stress and financial loss.

Bev
Hudson, Iowa
U.S.A.