Bad after sales service

It’s been more than a year now that The Fairway Hotel & Spa has failed to refund our NPO for bookings which had to be cancelled due to lockdowns as a result of the COVID pandemic. I’ve contacted just about every manager and executive, but to date have been unsuccessful. I’ve listed the first email response from the hotel.

Good Morning Mr Koeberg, Hope this email finds you well during these trying times, I’ve receive all of the below correspondence and send your refund request to our head office finance department, once I get the go ahead from them I am happy to do the refund on full, In the event that you would rather like to keep the credit for a stay during 2021, please be so kind as to let me know soonest and I will be happy to keep the credit, Thank you so much for your patience, I truly appreciate it, Many Thanks Stay safe and healthy, Reta Kind regards & blessings Reta Coetzee | Central Reservations Manager Guvon Hotels & Spas