struggling to get refund due to water problem

Good day. I made a booking with Elrido Guest lodge on the 1st of December,when we got there,there was no water. So we asked can we have a refund,the lady said no problem as we book through bookings.com,she will also just confirm,it might take a couple of days... i phoned again last friday and she said no.she did the refund... but still nothing is showing in my account...I think it is a bit unprofessional as it seems i must follow up regularly to get my refund and that is unacceptable.