Stayforlong - Promised Refund but failed to fulfill.

So I booked the Sheraton hotel in Makkah, Saudi Arabia for the 23rd of May 2024 for 6 nights. When I arrived at the hotel I was informed by reception that due to a rule change which was issued on that day due to the proximity of the hotel to the Mosque they have to prioritise Hajj pilgrims over other guests.

I informed the Stayforlong immediately via the hotel telephone. The advisor stated she could would escalate the matter and call me back but she never did. I was stranded for the night and had to seek alternative accomodation which was not affected by the rule change. The following day I recieved an email from stayforlong offering alternative accomodation but I had already sorted this myself as I was left stranded the previous night. So in a following email on the 24th of May they stated that they would cancel the booking and grant me a full refund.

After already agreeing to refund me on the 24th of May I received further correspondence on 26th of May stating that as it is now the 26th of May they cannot refund me as the booking is now active.

It has now been over 3 months and all my constant attempts at getting the hotel to rectify my claim have fell on deaf ears. I provided all the emails and screenshots to the hotel yet they have failed to rectify this matter. I even asked them to provide me with their CIF number which they have to provide by law so that I can escalate this matter but they have failed to provide me with this information. After exhausting attempts with the hotel I have decided to escalate this matter to the authorities.