Paragon Saigon Hotel in Ho Chi Minh

I had a delay with my entry visa on 28th January so couldn't get into Vietnam. I contacted the hotel in advance to try to cancel or to move my booking dates. The hotel took the opportunity to keep all my money for a 5 day stay and refund me nothing. That was over 500 euros lost by me to the hotel for nothing.
Multiple trip.com staff tried to request the hotel to offer some compromise but the hotel refused them.
I then contacted the hotel directly and they did not even bother replying to me. Is that the standard of customer service Paragon is offering?

So let's be clear here the hotel could legally under the cancellation policy keep all my over 500 euros knowing I would be unlikely to get into the country, then rent my room to someone else or they could have shown some sympathy and offered me anything. This isnt about policy it is about reputation and customer service. They chose to show zero sympathy, took all my money, gave me zero in return, not even an offer of a discount in the future.
It was choice been short term money and medium term reputation /repeat business. The hotel chose to destroy the hotels reputation. They even illegally kept the money for hotel taxes without refunding me anything.
This was the hotels choice to take the money without giving one nights stay, show no sympathy and not reply to the customers own direct message, so now future customers should decide if they want to book with a hotel that will seize any available opportunity to take advantage of the customers travel plans go wrong.

Booked three rooms. I never leave reviews, but today I have to complain: The room facilities are outdated. The sheets had hair and stains on them. The toilet in the bathroom was broken; even after being repaired, it still didn't work. The slippers looked like they had been re-used. The next day, my feet were covered in big red bites, and I was itching all over, like a mite bite or something. A terrible experience, definitely avoid this place!