Going from Good to Bad... Pay my refund!

I had a family holiday booking confirmed and paid (enquiry #***8) through #Safarinow.com only later to discover from the owners that my booking was not received and confirmed by them (the owners). The original unit was in fact not available and through discussion with the owners we were able to secure an alternative unit (albeit a smaller unit than originally booked), however at a reduced rate). I proceeded to book and pay (the deposit) for the unit (new enquiry #***4) and Safarinow proceeded to transfer the funds from my original enquiry to the new enquiry. The challenge now is to get a refund for the difference! I have sent multiple messages and even contacted the help desk only to be advised "rates are subject to change" even though I confirmed the rates with the owners. Please Safarinow... just pay me my refund!