Booking with Hotels.com

In February I made a reservation for accommodation for 21 - 23 June 2020 which would be school holiday. I paid up front. Due to lock down having been extended we weren't able to enjoy our stay. After that date they send me a review on how was my stay???.... I firstly contacted the Guest Cottages to find out if they were paid for our stay. They confirmed with me that they didn't take in any visitors and they also didn't receive a payment, On the 19th August I contacted Hotels.com. They told me I must ask for a refund request that will take 48 hours. Up to now I haven't heard from them