Agoda Denied Refund for Unused Hotel Stay Due to Bereavement

I made a hotel reservation through Agoda for Crowne Plaza Paris République by IHG for the dates November 30 – December 4, and I paid a total of $923 USD using my Mastercard. My reservation number is 1653315876.

Unfortunately, just before our trip, we experienced two devastating losses in our family. We lost two close relatives on consecutive days and held funeral services on November 29 and November 30. Due to these tragic circumstances, it became impossible for us to travel. Because this situation occurred only one day before the trip, we attempted to cancel the reservation through Agoda and inform them of what had happened; however, the system automatically rejected our request on the grounds that the reservation was non-refundable, and we were unable to reach any customer service representative.

Because of these painful family losses, I respectfully request that the full amount, or at least a partial refund, be issued for this reservation that we were completely unable to use. If a refund is not possible, I ask that an open-dated credit or voucher be provided for future use. I kindly ask that our humanitarian circumstances be taken into consideration during this extremely difficult time. If necessary, I can also provide a detailed explanation in English and submit official death reports upon request.