Agoda — Hotel Refund not being processes

I had booked a stay in Ludhiana for 2 nights at Nirvana luxury Resort. Upon arriving the receptionist was extremely rude, and refused to accept the passport as proper means of identification given the user was a british citizen. On showing her the OCI, she further requested identification of other family members who weren't even present on site.
I understand this was a no-cancellation, no-refund booking, but if the hotel staff isn't permitting the user to enter the premises they are liable to refund the booking amount. On contacting the agoda customer support, although their staff was sweet and helpful at first, no action was taken, and on further enquiry there was no call back or any means of contact from the customer service.