Refuse to Refund a Voucher after NO SERVICE

I bought a voucher on the 29th of September for my mom and myself for her birthday. I phoned the following day and made a booking with a lady who could not speak English. When I got there on the Saturday, I was told the booking was not made and they don't have any available bookings. I asked to be refunded and the Receptionist said they can't refund me. I went back there on the 12/11/2015 and the receptionist phoned Paulo the owner who said I must email him. I got the correct email address from the voucher. The receptionist gave me the wrong email address. I am still waiting for the owner to reply to my mail. I phoned him again on the 14/11/2015 and his response... Sorry we are having problems with our email. I have also left 2 messages on their facebook page, and I think they are also having problems with Facebook, because till today I have not had any response from them.