Poor Customer Centricity

I have stayed at the Dolphin Crest Guest house, 22-24 december 2015, the quote/invoice was incorrect so a refund was due to me and agreed that it would be refunded by the admin person, its now March 2016 and not received, no responses to email, when I call I am told that the person Linda that does refunds is out. Why are individuals running this establishment if they donot want to provide a service we pay for ?. I will not comment on the room :-(