Disappointing service and delay with refund.

On the 2nd February I made a cancelation with Indaba hotel and conference (gin school), I was asked to send through the paperwork and I sent promptly. However, I had to make a call and confirm as I got no written response. Since then I have had to be the one to call and follow up, Olga is the lady who was assisting me. she told me she cannot confirm when I would receive my refund. No written comms and everything is confirmed via me having to call everytime. To date, I have not received this refund and again, this week I am going to have to call for enquire. I will never ever make a booking with the establishment because how do you not know when my refund will be and why am I constantly having to follow up? I am still going to follow up because I want my money but so disappointed with the service receiving.