Baaaaaad Baaad service

I recently had to cancel our booking at Shumba valley lodge due to the increase in the numbers of infections (covid_19). I sent an email to the lodge on the 29th of December cancelling our stay for the 31st, as per their policy it states that a cancellation made 24hours prior to check in will receive a full refund. I had to call the lodge the entire day on the 30th and the manager(Gary Marweyi) finally responded in the evening. I was requested to send through a bank confirmation letter of which I did. Today, a week later when I follow up the manager tells me the accounts department was closed. He refuses to respond to emails to take accountability.. I am so frustrated with this poor communication and service! Today I call to follow up on the refund I am told the Finance Director is on leave indefinitely. what must we do to get our refund back? I can never recommend this establishment to anyone if this is their interaction with clients!***