Credit card transaction dispute resolution outstanding for more than a month

I logged a credit card transaction dispute on the 4th of November following cancelling my accommodation booking with Elephant Walk Retreat after my accommodation requirements changed and they were unable to accommodate that change but had already transacted on my credit card. On the 17th of November I received notification to submit documents so that the query could be reviewed. I submitted all the relevant documentation. No further information was received so I followed up on the 9th of December and have still not heard back. Your assistance to resolve this long outstanding issue is needed.