I want my refund

I booked an apartment for 4 people and paid a deposit. I had to cancel my booking because of unforeseen circumstances. I cancelled on the 20th of May but to this date I have not received my refund. I called the hotel and was told to wait 14 days then I will get the money but nothing. When I called again I was told to send an email, of which I did but there is no response or acknowledgment of my email. Hello Peter please help.