No clear refund process

We had booked accommodation at Point Waterfront for September 2025 via Booking.com. After booking our flights, we had to add an extra day. I called the apartments and was advised the extra day had to be booked directly with them, which I did and paid the deposit directly to them. After reading a lot of negative reviews about the apartments, we then decided to cancel the booking. Booking.com assisted swiftly with the cancelation and refund. I am still waiting for Point Waterfront's refund. I sent communication of my cancellation on Tuesday the 15th to their WhatsApp number, and the cancellation was acknowledged, and they informed me that they will send an email to their finance department. I did a follow-up the following day round about 9am that morning, and there was no reply after the message was read. I further sent another follow-up citing that "there were a lot of bad reviews about challenges with getting a refund from them, and that I hope they would prove me wrong." Only then did I receive a response and was advised to send an email to stay@poin****erfront.co.za. I sent the email, and there has been no acknowledgement of receipt since yesterday. The person assisting me advised me to do constant follow-up, which I believe is not supposed to be so. Hello Peter, I am escalating this matter to you, as I have seen in your reviews that this place has a record of delaying refunds. I do not have time to wait forever for my refund, as I need to book another accommodation in Durban ASAP. Please assist in having this matter resolved promptly.