Terrible service on unpaid refund

We have booked through bookings.com for a a 3 night stay at Alpine Heath with a 100% free cancelation. Unfortunately because of lockdown we had to cancel and have a confirmed email of the free cancelation.

We have provided bookings.com with the necessary proof of payment however the resort is refusing the refund. What type of establishment is this.

We have been there before Unfortunately I will never go there nor recommend the resort to anyone. We had paid quiet a bit of money to stay there. Terrible service. I'm still awaiting feedback.