Poor Administration

I have booked and paid in full for a camping weekend at Jabulani Game Lodge in the Free state. Unfortunately things turned out not what I have planned and had to cancel the booking. Knowing that the terms and conditions apply I have asked Rene if it will be possible to still get some of my money back. She agreed that they will gladly pay back 75% of my costs. After numerous emails and calls ,I have had no response since then. Eventually she decided to contact me back saying that the money was paid back but she will do a follow-up. Until today I had no feedback.