Promised refund but never deliver

We had a booking for room 4 at Hideaway. In on 24/09/2017 for 1 night. We have arrived after 15:00 at the premises we booked through Booking.com. Right from the start we had problems. Booking promised secure parking, Wi-Fi and DSTV. We had to park our car in front of the building with half of the vehicle in the street. No Wi-Fi (room to far away) and no DSTV. After check-in, we where approached by the lady showing us the room to pay for the stay in cash. We have already paid with our credit card the day we booked. Other so-called "paying customers" on the premises were playing loud music and also talking/singing even louder. We made a bunch of calls trying to sort this out without getting any help. We left the premises very disappointed just after 17:00 in the same condition we received it.

We received two email confirmations from Amy that they will refund us but just like the poor service we haven't received the refund.