I booked a cabana and spa for mid-January - all done by phone and both confirmed twice (usually once would be enough but the agent seemed a bit clueless so I called back just in case). When I arrived, no cabana booked and no spa booked. Elemis got me in but the cabana never happened. After a long trip to LHR, that was a real disappointment.
Sent email to BA after I arrived home and got some sort of answer that they were sorry I'd had problems but not offering any solution or any reason why this happened (surely there is a record they could get someone to review). I emailed back saying their email didn't address my enquiry - why did this happen. Haven't heard another word. So much for customer service. Yet another disappointment. Have been thinking about trying yet another email but think it is probably a waste of time.