Ramada by Wyndham Macon

Hotel Z has no elevator or indoor stairs, but rather stairs outside the building. I had two large suitcases and couldn't get them up. I asked the waiter if they could help me get them up. They said, "No." I asked if I could cancel. They said, "Yes." I asked if they could help me cancel for free. They said, "Yes, I can cancel for free, but I have to contact the platform for a refund." I'm a Ctrip Gold member, so I immediately contacted the platform's customer service. They called right away to confirm if a refund was available. The hotel's front desk said they needed to process the confirmation via email and told me to leave. After the platform contacted me several times to say the hotel wouldn't refund, I stayed at a nearby hotel. I contacted the hotel's front desk again and told them, "If you had clearly stated that you couldn't cancel, or if you had canceled the refund, I would have gotten my luggage up there anyway. You said you could cancel for me. You're deceiving consumers." I think I understand that "I canceled for you" means I'll keep your money, so you can leave.