Refund and bad customer care

I booked for accommodation on the 21/08/2015 for a romantic getaway for my wedding 1st anniversary. When we get there with my husband on the 30/08/2015 the place was dirty and the tap was loose. the window seals were dirty. it was smelling funny. immediately when we checked in we went to the room and we were totally not happy. i went to reception to complained but the lady who was helping us disappeared and they couldn't find her. The lady who was doing our massage tried to help us called the owner. I spoke to the owner over the phone explained my disappointment. she asked me if i want the refund and i said yes. i left my banking details, until today i have not received the refund. they kept on lying to me that they sending proof of payment. the proof of payment does not matter bcos the funds are not on my account. I just want my fund of R2844.00