How do you reaply a complaint where a guesthis son and friend where miss treated?

To address a complaint about mistreatment of a guest, their son, and a friend, first, acknowledge their feelings and express sincere apologies for their experience. Gather specific details about the incident to understand what occurred and reassure them that their concerns are being taken seriously. Communicate any steps you are taking to investigate the matter and improve the situation, and offer a gesture of goodwill, such as a discount or complimentary service, to demonstrate your commitment to guest satisfaction. Finally, ensure that follow-up communication is established to keep the guests informed of any actions taken.