Bad service

Lorraine is very useless, i have been trying to call the hotel, i can't get hold of her its been 3 weeks now, she doesn't call me back or reply to my emails, she is a **** cause I'm starting to believe she is ignoring me delibarately, I stayed at happy rhino last year I was not impressed, this year I mistakenly sent money to their account, i have tried calling sending emails requesting a refund since I don't have a booking with them nobody is willing to help I call everyday no response from Loraine