Appalling after sales service at the Fairway Hotel, Spa & Golf Resort

Appalling after sales service at the Fairway Hotel, Spa & Golf Resort As an NPO we had 2 bookings for overseas visitors paid in full just before lockdown In March 2020. I communicated to a staff member that our guests would not make the stay because of lockdown and was told the hotel will refund the monies when I send the bank account details. Since then I've been speaking to different executives, some speaking about vouchers and thereafter no feedback. The latest conversation was last week with the GM who asked for an email to be sent, but no feedback after the email sent. I have a trail of emails to prove what the Guvon group thinks of customers.