Agoda Complaint - Requesting Refund $161.50

On September 19, 2026, I had a reservation through Agoda for Mountain Aire in Sevierville, Tennessee, under booking number 1055333126. Two days earlier, on September 17, 2026, I paid $161.50 for this room. When we arrived in Sevierville, we drove directly to the hotel to check in. Just before checking in, we received an urgent call from our son in Kentucky telling us that our 4‑year‑old granddaughter was in the ER with pneumonia and was being transferred by ambulance to UK Hospital in Lexington, Kentucky. Because of this serious family emergency, we had to leave immediately and return home. I went inside the hotel and explained the situation to the front desk clerk. She understood our situation and told us she was fine with canceling our reservation, but said the cancellation had to be processed by Agoda, the company through which I booked. She stated that Agoda needed to contact the hotel by phone or email. I contacted Agoda, but as far as I can see, they never called the hotel, and although the email I received says they contacted the hotel by email, I have no proof that this actually happened. In the end, I was charged $161.50 for a room that we personally canceled on site due to a genuine family emergency, not for any other reason. I request that Agoda fully refund the $161.50 charged for this stay, as the hotel verbally agreed to the cancellation and the circumstances were beyond our control.