Bad service and Refusing to refund me

I have had a bad experience with a place called Elim Glamour Hotel in Elim. I made a booking for 2 nights. Which i was suppose to spend 2 nights there for there weekend from 29th November - 01st December. So since i ll be travelling from Mahikeng. My leave was declined that i can check in on the 29th. I asked them on time, 3 weeks prior to the date that as i wont be able to arrive at the place on the 29th. Can i cancel 1 night. And only occupy the place on the 30th. This then escalated to a point, where i decided to cancel my booking altogether. The reception or who ever is dealing with bookings, who doesnt want to give out her name, then assured me on the 18th that my refund will be processed within 7days and apologised for the misunderstanding. So until this day i am still waiting. When i send them a message again as i communicate with this people via whatsapp because their emails are not going through, or either they are avoiding me. She says to me she thought i got my money, because i have been silent all along..