Refund/complaint

I booked at leaves lodge and spa for 6ladies for my birthday and booooy was I disappointed.. I would never ever recommend anyone to even try to book there. My booking didn't go well and they refuse to refund me..

I paid a deposit of R3000. 00 on the 1st August 2023 for the 30th September 2023 unfortunately there was a huge back and forth regarding my payment, the lady confirmed my booking and said that my payment is cleared and that everything is fine, all rooms are secured then days later I received an email telling me that there's no payment and that all the rooms are not secured😞.. Boooy was I disappointed anyways after days of going up with them they found my payment and eventually updated their system and sent me the updated statement so I asked if they could refund my money because I'm no longer interested in staying there...

They called to offer me what they call an "upgrade" only problem was that the upgrade was actually a down grade compared to the rooms I booked, they said they don't want to lose me as a client however they didn't make anything easy for me to accept the house/offer they gave me, my guest won't be served dinner because they don't prepare dinner on weekends, I can't have a mobile the****** to come do massages for my group.

I'm sure you all wondering why couldn't I book spa at the hotel, I tried but unfortunately the spa manager was rude over the phone so I was even scared to continue..

Anyways Leaves lodge and spa didn't attach any cancelation terms/conditions in all invoices or emails yet they say the owner will only release 50% of my money and keep the rest as credit incase next time I want to sleep there😁😁😁🤣🤣.. I said I don't ever want to go there because they are so disorganized it's crazy, I had to ask for an updated statement, go up and down with them regarding my payment, spa disappointed me and the upgrade they offered was actually a downgrade so I asked them to cancel my booking and refund me but unfortunately they refuse to give me my money back. I have it in writing that they approved to pay me back but until now I haven't received a cent. And according to what I know this was not a late cancelation and they wronged me now they don't want to release my money back and what's worse is that they don't want me to speak to the owner directly, they keep hiding him and coming up with lies after lies, if it they cared the owner would atleast called me. ...