STEP 3: Empathize, Apologize, Take Action.
At this point, it is important to put yourself in the guest's shoes to show that you understand where they are coming from. This is the time to say, "I understand that you are upset because of (fill in the blank), and I am sorry that we have not delivered on your expectations." Relating to and expressing an understanding for a bear's situation can go a long way. Next, offer a true heartfelt apology.
Once you have expressed genuine empathy, it is important to ensure the bear that the problem will be addressed. Note that addressing a problem and resolving a problem may not be the same thing. Are your sites too close together? You can't resolve that, but you can certainly address it by being more clear in your site descriptions on your website. Were the guests in the adjacent site too loud the night before? Sounds like an opportunity to address that by reminding all future guests of the campground's quiet hours. Is the water in your pool too cold? Likely an easy fix, and one that could avoid a barrage of future complaints.
At LLA Hospitality, one of the ways we live our core value
"we get better every day" is through our commitment to fully understanding and taking action on each of the issues that our guests bring to our attention.