天空休憩卡特翁酒店

My wife and booked this hotel about a week in advance through Hotels.com and the booking was confirmed and payment taken. Two days before arriving I called to reconfirm and was told that the hotel would not honour our booking because "we were the only guests". I was given the phone number of a rep to talk to but she couldn't help. I asked her to refund the payment made and she agreed to do this. So far, 4 weeks later, the refund hasn't been made and the hotel and rep refuse to answer emails from both me and Hotels.com. I messaged the rep multiple times as well but again, she refused to reply. DO NOT make a booking at this hotel!