Waiting for refund

Booked and paid in September 2019 for December 2019. Got a letter end of September that they are closing resort for renovation from 1 October and will do a refund. Firstly, they should have known early September that they are closing for big renovations, but they still took our money.... and now waiting for refund that is not happening after requesting several times. The 'only person that can authorize' payment is not there this week.... sounds like a ****. Or is it just normal bad service?