Refund delayed

I have book a weekend stay with Vulintaba hotel and spa for 26-28 November 2021 but unfortunately I had a car accident on the 24 October 2021 which màde my plans to be changed..on the 30 of October I called the Vulintaba hotel and spa to cancel as I was not gonna be able to do my weekend away anymore.they told me to write an email which I did and after that I had nothing from them until I called them to find out about my refund then Peter told me that I need to email my proof of banking details which I did then he said my issue will be sorted then after a week still nothing I called and only to find out that Peter was not working then I find a lady called Karen and she told me to send again my banking proof with doctors notes which I did and after a week still nothing then I called only to find Peter then I asked him about my issue then he told me that only Karen can help me.i am really tired and disappointed from Vulintaba hotel and spa the only thing I want it my refund. I really appreciate if I can be helped