The strange thing is that they are complaining about a €4800 and €9000 bill that they say is indicative of the circumstances that caused them to have to cancel. While these aren't sums sneeze at, in terms of a pesach program, and considering what people are paying, this is nothing. Sticking that in won't garner then any sympathy from their customers.
From a professional standpoint, they should absorb costs, even if it results in a loss, in order to maintain reputation.
The one exception to that is if whoever gives the Hashgocho feels that he can't work with, or trust the resort management, which would be a reason to walk away from the resort, but if organizers care about their own reputation, they should do everything at any cost to make sure whoever booked with them gets an alternative arrangement, as close as possible to what they booked.