An uphill battle

<p>My husband and I booked this location on the recommendation of the organisors of an event we were entering into that was being held in Graskop. My booking was made online with some difficulty but it did get done for 4-8May. We arrived on the day and spent 20minutes with the receptionist telling us we had no booking even though I could provide her with a booking reference number. Eventually we were given a chalet key, having been told there was no TV nor microwave -which I assured her was not a problem as long as we had a fridge and freezer. Off we went to the "newly refurbished" chalet only to find there was no fridge, and that the chalet looked like it needed a refurbishment rather than just having had one done. Back to reception to ask about the fridge to be told "don't worry it will be delivered." Upon requesting if there was another chalet already with a fridge we were grudgingly given another key to another chalet. This had a fridge but no freezer. Back to reception who then tells us there are no freezers. At which point I request a refund and state we will not be staying as we had food in the car that was frozen and we were to be staying 4 nights. Phone calls to her boss produced a reply that her boss would refund us the 1600ZAR for the 4 nights, and that it would take about 3 days to go through. We moved into another place in town and stayed for 4 nights. On the 5th day as we were leaving we called back into the Resort to indicate that no funds had been transferred as yet. A different set of staff were at reception and professed to know nothing about it. Phone calls were made and they got up to speed. An attempt was made to refund on the spot through the card machine at reception but it transpired that no one knew how to do this. Our bank details (plus phone number) were taken through to the boss (in a back room) who relayed that an electronic transfer would be made the next day. Since then over the past week I have phoned repeatedly to try and talk to the boss -who I have managed to get once in the 15 phone calls I have made to date. On the once I did speak with Mr Elliot he was polite and indicated he was transferring the funds as we were speaking and took my email address to forward the proof of funds email. That was on the 13th of May. Today is the 16th of May and I have been unable to get Mr Elliot again -he is either not there, in a meeting, or will be back later or will call me. The staff indicate they have been passing my messages to him to call me, so far with no call coming through to me. They are unable to give me his direct line to contact him myself. I am at a loss as to what I can do to get this refund , short of turning up to camp on his doorstep. So far everyone , including myself has been polite, but my patience is running thin. Any suggestions from anyone would be appreciated. Sadly this experience is making this place a zero star rating and not a place I would recommend.</p>