Run around with repayments

We booked at Alcazaba and unfortunately had to cancel our stay.We are still waiting for our refund.We are told that management is not available to do refund.We were requested to provide proof of payment,which we duly did.On the following week we were requested to provide proof of payment again with confirmation letter from the bank.We have made numerous phone calls with promises of resolving our issue but still nothing.We are told management is not available to do the refunds.Management not available for so many weeks?Very tough one to believe!!