Hotel ignoring my refund request

Hi guys,

I was staying at a hotel earlier. Sadly, a huge flood hit us the other morning. Everything was destroyed, and everyone was forced to evacuate immediately. The entrance was blocked by floodwater, so they had to use waterbeds to get us out one by one. The hotel promised to give us a refund (in a written email). However, once we left the property, the hotel has been ignoring both Agoda's and my personal emails. What are my options? It was a non-refundable booking, by the way. If I file a chargeback, will I win in this case?

Thanks!