No refunds made from Tree Boutique Hotel CPT

I was promised to get my money back within the maximum of 14days. As of on the 19th day my funds request has not even been processed by their accounts department yet. I need assistance. I keep getting responses "i will follow up" "due to number of refunds requests we having backlock" i dont even want ro get into why we requested a refund and did not stay. Il keep that for my next review if need be