Refund dispute

Good Day,

My name is Tinyiko and had booked a 8 day holiday from the 15 to the 28 of December with my family we paid in full and where ready to go on our December holiday, but unfortunately on the 10th of December my mother in law was critically ill and was admitted in hospital until this day she is not fine, so the only plan was to cancel and we contact the hotel on Thursday to inform them we won’t be making it and can they organize we get a refund. The asked us to send them proof of our situation and we did so.

They agreed to refund us in full, we even after some days asked them to speed up the process as we needed to transfer my mother in-law from a public hospital to a private as her condition was not improving, my husband even contacted them countless times and they eventually agreed to pay it on Friday even the 7 days they said it takes to pay refunds had even past, I’m not to sure what happening here, but it’s truly disappointing, my deepest frustration is we still haven’t received the refund and the promised it will be payed on Friday afternoon, imagine at this time of the year with a sick parent and chasing after these people a lady by the name of Linda and Gillian and they’re finance team what a bad experience from a 5 star hotel.

All we want is our refund to take care of an unforeseen circumstance we are faced with.