Won't refund me, after saying they would!!@

Absolutely shocking service. After being told I would receive a refund by the gentleman at reception, they now refusing to pay me. I made a booking 10 minutes before arriving there, he in fact hadn't even seen it yet when I arrived. I realised I would not be able to book an uber the following morning as it was very far from the main entrance and a dirt road, my uber driver said the ubers would just cancel on me. So I asked if I could cancel and get a refund.... I was told its no problem, I must just cancel on the app and I'd get a refund. Being told today they not refunding me. Imagine that, stay far away from this place, if the lying starts at reception imagine the rest of the resort.