Guarantee money is not back..UK

hi xossipians,

15 days back i was in UK and checked in good four star hotel.. at reception i asked to pay 30GBP(~3015 INR) as guarantee even i was on company tour at their cost.

I was told that this money would come back to my account but its not. I mailed the hotel staff and after following up. they replied they have released the amount and asked me check if it comes not ..if not.. they suggested me check with Bank.

How deal with this..?

if they have released why not it reflects in bank account? what kind of proof i ask them to give me so that i can approach bank with that?

thanks