Port Edward Holiday Resort

I made a reservation in February 2020 and paid the required deposit for our holiday for December 2020 but unfortunately, due to the COVID-19 I had no other choice to cancel the reservation due to unforeseen circumstances as I had to compromise my annual leave in order to receive a salary during the lockdown period. I emailed and contacted Port Edward Holiday Resort on several occasions and was told on 7 September 2020 that the refund will be paid within 2 weeks, which have to date not been paid. When I ask to speak to Management, I am told that they are not available. Is this how guests are treated?