Unhappy with service

<p>On 13 July 2016, I contacted Ramsgate Holiday Cottages to book a surprise holiday for December. They said they could help me with a cottage for 10 days but i had to pay a deposit of at least 50 % in order to secure it, I paid R8000 deposit. Then suddenly on 4 August we had a death in the family which left us all devastated, she was the main person this holiday was for. After dealing with the funeral and cremation, when we finally could talk about it, we decided there was no way we could do this holiday without her. On 13 September i emailed Ramsgate and told them i wanted to cancel the booking, the response i recieved was that they understood and would refund me as soon as possible. In the weeks that followed when i enquired about the refund i was told to be patient and that they would pay me back once the owner gives them the money. I then asked for the owners details so i could contact him/her but was told that the owner is very upset that i cancelled and i should be patient and not contact him. This was upsetting to me as they made it seem like the death of our loved one was a trivial matter and an inconvenience to them. It has now been 8 weeks since i cancelled and still no refund has been recieved. And furhter to that, they do not respond to my queries any longer. It's very disappointing that when they needed me to pay to secure the cottage, i had to pay immediately, which i did, yet to receive a refund it seems like a never ending process. Very disappointed.</p>