What is it with campgrounds nowadays?

I've rarely had a bad experience at a KOA park, although certainly some where better than others, just as other parks are. A few years back, we had to cancel a KOA reservation on the day we were scheduled to arrive due to a death in the family. When I called, the desk clerk was extremely apologetic that the computer system would not let her refund the first night's payment, since that would violate the refund policy. I assured her I was aware of the policy when I called, and the charge was expected. A few days later, we received a very nice condolence card from the park owner, along with a coupon for two nights stay in their park, or one night in any other KOA. Now that's good customer relations.