No Service at this hotel

Money for one night stay was deducted twice of my account without me being notified before hand. I saw this on my bank statements only . After notifying them i was told to send my bank statements . I did so and i was assured later in the day that the money would be refunded the next day this was a week ago and no funds was received. I also have sent numerous mails to the lady who helped me and i have not received any response either