No refund as promised

Due to the covid we were unable to go away from the weekend on the first week of April.i was told that if I postpone I would b charged a fee but if i cancel it would b free of charge.i opted to cancel and was told I would b refunded in 7 to 14 days. Till today I have not received the refund.i have made weekly follow ups but Heidi can dyk refused to give me proper feedback or even give me the managers details which I requested for 5 times. This is pathetic and they dont deserve even 1 star. This place is holding back money that is due to me and giving me the run around. I would like feedback from someone who can help please. Dont your customers matter??????