Shishangeni Lodge by BON Hotels - SHOCKING

I had a couple book their Honeymoon through my Travel Company. They were booked at Shishangeni Lodge by BON Hotels for 2 nights end of March 2021. Upon Check in, they informed me that the Lodge was, to say the least, SHOCKING!! For the price they charge, along with Photos and description, you expect a 5 Star Experience! After lunch (which was more than disappointing) the guests got in their car and left. I informed Shishangeni and Bok Hotels immediately of the situation. The were quick to respond and apologize via e-mail. I asked for a refund, to which they asked I rather take the credit, but they will refund if needed. I asked again to please rather refund, as I won't be using the credit and put more guests in one of their lodges. This was on 02 April!!! Still no refund!!!! I have sent numerous e-mails, some of which they did reply on. The last reply I got was on 09 May, where MS Mindi Mthethwa asked Ntikeni Rathshkhopa to please process the refund. STILL NOTHING!!!! I had to refund my clients in the mean-time without receiving anything from BON HOTELS.