I'm a relatively recent GGL member too so someone might contradict me, but I think that the answer you got was the correct one.

Basically, GGL line is a special section of the reservation + executive club lines, not of airport counters, so things like hotel accommodation would indeed not be within their realm.

Conversely, they are competent in case of advanced ticket issues (flight cancelled or schedule change) and can help you then, but in the case of on the day IRROPS, airport counters have more latitude than anyone else. For instance, an airport counter would have the capacity (with the support of the station manager) to put a pax badly affected by IRROP on a non-BA non-OW flight. I do not think that the GGL would have that capacity if there has not been a specific BA instruction to allow so.