Lodge on the Lake - Wildernes

The lodge is simply gorgeous and this was were we spent our first night on our honeymoon 11years ago...I booked the exact room that we had on our honeymoon for our 10 year anniversary, but then Covid happened and we could not travel at all. I requested that we be refunded instead - that was over a year ago and still I have received no refund. I phone and email every week and nothing happens. Nobody phones me back with feedback and there is no reply on my email. I have not been rude, I have not shouted - but i'm simply baffled with what my next step should be?