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Hotels.com refund help
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Hotels.com contacted the hotel while I was on their online chat and the hotel confirmed the free cancellation request. I am just waiting for a separate department within hotels.com to confirm via email and hopefully that should be the refund processing.
Moral of the story for anyone who have been offered a voucher rather than a refund from any hotel is to contact the hotel and ask if they'll give a refund then contact hotels.com and request a free cancellation. They then go to the hotel and request it officially which the hotel then accept and that will start the refund process even on a non refundable booking.
Hopefully this helps some others!0
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