I am so very sorry to hear of the death of your wife and its impact on your daughters. The once-in-a-lifetime luxury of this holiday was intended to give them a lasting good memory and, although you all had a pleasant stay, the disappointment undermined the trip. As a further wound, the letter from the resort confirming the downgrade was addressed to you and your late wife, although she had never been on the booking.
I’m enraged that BA should have proved so indifferent about the mistake, especially given the circumstances and cost. Predictably, it got in touch with you the day after I questioned its appalling customer service. It told you that it had not been made aware of the building works and blamed the delayed response on your web complaint being misdirected internally.
The price difference between the penthouse suite, and the rooms you were given, was, BA told you, £750. It has now offered you £3,000 as goodwill, plus a refund of the Avios points used in part payment. To me it says: “It’s clear that we haven’t met the standards our customers rightly expect of us here and we’re very sorry, especially given the importance of this trip to our customer and his family.
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