2 weeks no Refund

Stayed at the hotel 2 weeks ago booked 2 nights had to cancel the 1 night because I had a family emergency I was reassured by the manager Thulile in writing I will receive a refund for the 1 night it take 5 to 7 days. It's been almost 2 weeks and still no refund called almost every and said it was submitted to accounts to find out today it was never signed off this is the worst communication and service I experienced and I'm in tourism industry will definitely not refer this hotel to my clients.