Promised a refund , but later didnt follow through

My family and I had booked for a holiday at the dolphin centre in Mozambique during the 6 - 10 Dec'15,<br> After we arrived we received very poor service ( no lights, no water, stove did not work and this was a self-catering unit, the kids had no meals to eat) we were not informed of pets being allowed in the accommodations which prevented us from opening any windows or doors, it was a terrible stay for 1 night, the next day I complained about the issue to the Manager Cassy and eventually after about 5 hours she had confirmed we would be refunded for 4 of our 5 days that was booked (R6000), we then left our bank details and we were told that the transfer would take 2 day to show in our accounts. When we got back home we waited and no money had been transferred to us upon querying we were told that the owner will contact us, which she did and she then basically said that the manger could not promise us a refund only she can , we then explained that we had waited for 5 hours for her to confirm and she would have followed the process before she promised us our refund. Legalwise is also trying to get in contact with them but they are avoiding the calls. Legalwise ***