Booking refund

I made a booking at Mmabatho Palms for 2 people, one cancelled and I called the same day to cancel the booking for one person and requested to be refunded back the money it's been 3 weeks going back and forth with the hotel. No one knows anything and I feel like they are lying to me every time I call I am told a different story. I spoke to Thando, Ntesang and Sara who still failed to assist me. It is so sad cos we always use the hotel for our accommodation but if this is what we will get when money has to be refunded to us it is not professional. I need management to get involved and sort out my queries.