Agoda - Refund for cancelled trip

Dear sir/ma'am,

I have been trying to reach out to Agoda customer services since day before yesterday i.e. ** Apr ** but their response system is very pathetic. Neither customer agent is available ever, neither they have responded back since I have raised a complaint on ** Apr **.
It's like once we have paid the money they have stopped responding to their customers.

I would like to bring out the following issue for your kind consideration:-

*. I have booked Stonewood Resort and Spa at Pernem Goa for **&** Apr **. I have reached the resort and checked in but within * mins we got a call that my wife's aunt has passed away due to covid and we had to rushed back to Mumbai. When I requested to cancel the booking, the receptionist intimated me that I have to do it online only through Agoda.
Since I didn't have the time I left in a hurry from that place. After that I just kept trying repeatedly to cancel the booking but of no avail. Their chatbot displays a message can't help and closes automatically without even generating a ticket number.
*. Therfore since it is only platform left for me to contact. I am requesting here to pls look into the matter.
And atleast refund one day money back as per the policy. Since I have not spend more than ** mins at that hotel (the same can be confirmed from the resort) .
Booking ID *********.
*. And you would have recieved the stay amount from Agoda. I kindly request you to pls look into the matter and do the needful.


Regards
Lt Cdr Madan Kanojiya
Mumbai
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