Ibis hotel cancelled our booking but says ‘no’ to a refund

Staff said I would get my money back, but the company later told me it needed to ‘get more information’

Back in September I made a booking at an Ibis hotel in Burton upon Trent for 8 December. Three weeks before the stay, I received an email saying my booking had been cancelled as the hotel needed to shut for essential maintenance and that I would receive a refund soon. This was confirmed by phone.

When the money hadn’t arrived two weeks later, I called again and was told that Accor had my money and I needed to contact it.