Did you book direct with the hotel?
If a booking site was used? Try going through them, same if credit card was used?
As I didn’t have to cancel my booking I’m unsure apart from the above I hope you manage to get your refund though.
We have wheel chair access into our conservatory that will give access to the ground floor of our hotel. If you are wanting a room with wheel chair access, all rooms have some steps or stairs so this may pose a problem. Let me know your needs and we can see if we can assist on our side.