Hotell Stenugnen in Visby

The communication was not good! Based on bad weather conditions we had to rescedule the ferry and couldn't make it to the Hotel. I asked for a refund as this problem was not caused by us. We received the approval personally in the Hotel as well as on the telephone and I started the refund process via Booking.com. Starting from there the Hotel ignored me for two days, even when I wrote a mail inbetween. After two days I only reveiced an answer after calling again and again. There I was told that based on their policy we can't get the refund.
So in conclusion, they promised me very directly that it is NO problem to get a refund and then decided differently after two days of not responding to my messages, even after they promised to call me back.
This situation is very unfortune and I really don't understand why an exception was not possible after the approval promise from their side.
I really hoped to go to the Hotel next year again, but after this experience this will definitely not happen.