Agoda - Incorrect listing and refund rejected

I had made a booking for Bagmallo Resort property for * nights through Agoda. The listing had pictures indicating rooms with balconies. After checking into the hotel we realized there we no balcony in the room. We had to check out due to an emergency in my wife's family. We contacted hotel front desk and Agoda customer service requesting a booking amendment due to exceptional circumstances. Agoda took down our request but could not get immediate approval for amendment. Agoda customer service team to our authorization to amend the booking without penalty and raised a request with hotel. After we checked out, hotel did not revert on the status of request. After multiple follow ups, and * days of checking out, hotel rejected our request citing it was a non-refundable booking. I have been following up but Agoda refuses to acknowledge their listing with incorrect pictures was misleading and did not honour the initial commitment on processing booking amendment.