No refund no Answers No one care

Hi, i have made a booking with the hotel or apartment in January 2020. This was before lockdown i thought by September the lockdown would be lifted but we only went on level one on the 21. I have asked them to reschedule the booking for a future date or create a voucher for a family of 11. My request was on the 14 of September as they were suppose to check in on the 18th. They responded that they will refund the money back with takes 48 hours but i have been calling and my calls are unanswered. I have sent whatsapp to them till today no answers. I need help with a refund or a voucher for future dates