Awful customer service

I booked for the weekend of the 27th July till monday 9th July and I was asked to pay a fee of R800 which was not stated on the bookings.com app but non the less I paid that amount , on the monday morning I woke up for work and left my partner in the room as she was going to leave later in the morning , as she was about to check out she requested for the money which was said to be given back (R800) & she was informed that they will not refund her they need the card card that paid which was mine and she did not have with her, so I as informed to then send through a request to their refunds department or come when free to then have the money sent dirctly via the card, I sent an email to the refunds department on the 3rd August "note I was informed that refunds take a week which is 7 days" I have waited for eight days and called in and I was told that I will be called back and assisted urgently today is the 9th day and still there has not been a single call or email or bank notification. I feel like this establishment does not pride themselves in customer services because I feel like I am being used and ****med for what is rightfully mine.