Hi all, I've done a search for my circumstances, but can't find an exact topic to post in, so started a new one - apologies if I've missed an obvious one.

Brief summary - I made an avios Hotel booking in 2021 for a date in May 2022. This was for a concert that had been rescheduled because of covid. I opted for Avios because the price of rooms in London for that day on the usual hotel websites was crazily high!

Turns out this was slap bang in the middle of May half term when we wanted to go on holiday, so we cancelled the concert and I wanted to cancel the avios Hotel, get the avios back and forfeit the £35.

I got through on the BA live chat and was passed a number to ring, but everytime I rang it was busy. I tried the BAEC line, and got through to a very helpful advisor who said he would do it. But after a while he said his systems were down but he would keep trying, and as far as I was concerned it was cancelled.

Whilst on holiday I was checking my account and noticed that the avios hadn't been credited, so I sent an email to the exec-club address. No reply.

The date of the stay has obviously been and gone, and I'm a little miffed that the booking doesn't appear to have been cancelled.

Who exactly deals with avios bookings at BA? It was just a hotel, so I doubt BAH deals with it, and the only email address I have is exec-club and they will be bombarded. Should I raise a complaint about it? I feel really bad for the advisor as he was genuinely helpful, and I'm not complaining against him but I can quote the exact date and time of the phone call of they wish to listen to the conversation where I was assured the booking would be cancelled.

Thanks in advance

Edited for very poor spellings!