Bad service

We mistakenly booked Hlaneki village in Giyane, my fiancé wanted to book a place in Mpumalanga, he paid the full price and when we realised this we cancelled the reservation and booked the correct place in Mpumalanga. Now it has been 5 days since we have been trying to get our money back and we not getting any service, what’s even worse is thar Airbnb says that they can’t get hold of the host??? Njani?? May we please have our money back!