Holiday Extras Booking Fail - Hotel Reservation Vanished

I used Holiday Extras to reserve a room at the Holiday Inn Gatwick Worth for one night last week while I was in Germany. Getting to and from the airport and the hotel was a breeze. On the other hand, the hotel receptionist told me that my name was not on file when I checked in at 9 o'clock in the evening. I attempted to contact them via live chat, but all I got were impersonal, useless replies. The customer service number that I discovered online was unreachable when I tried to call it. I got into the hotel and paid for my own room because, thankfully, there was an empty one. I requested a refund the following day by emailing customer service. They requested evidence, which I dutifully furnished. Still, I haven't heard back from anyone after days of waiting. Avoid Holiday Extras at all costs if you value your mental and physical health.