Hotel Complaint
(W: Hotel Reception C: Customer M: Manager)
W: Good evening, sir. How can I help you?
C: Yes, we just checked in and our room is unacceptable. It's room 1810 (eighteen ten).
W: Is there something wrong with the room?
C: Yes, there certainly is. We requested a non-smoking room, but the room smells of smoke.
译文：
晚上好，先生。我能为您效劳吗?
是的，我们刚入住，我们的房间，1810房是不能接受的。
房间有什么问题吗?
是的，当然有。我们要的一间无烟房间，但是房间有烟味。
Exercise:
— What's wrong wrong with the room?
— The room smells of smoke.
W: Let me check. Yes, that room is supposed to be a non-smoking room.
C: Well, somebody certainly didn't follow the rules. The curtains smell like cigars. We can hardly breath, and the windows won't open.
W: Right, the windows don't open, sir. I'm really sorry about this. Let me see if I can find you another room.
C: Yes, please. We certainly can't stay in that room. Both of our kids have asthma (['æzmə] 哮喘), so the smell of smoke can cause breathing problems.
W: Yes, I understand your concern.
译文：
让我查一下。是的，那个房间应该是无烟房间。
嗯，肯定有人没有遵守规定。窗帘闻起来像是有雪茄味。我们几乎不能呼吸，窗户也打不开。
是的，先生，窗户打不开，我真的很抱歉。我看看能不能给您另找一个房间。
好的，有请。我们肯定不能呆在那个房间里。我们的两个孩子都有哮喘，所以烟味会引起呼吸方面的问题。
是的，我能理解您的顾虑。
Exercise:
1. They can't stay in that room because it can cause breathing problems for for their kids.
2. Let me see if I can find you another room.
W: Sir, I'm afraid we don't have any other rooms with two double beds. If you'll excuse me, I'll speak with my manager. Sorry about this.
C: We're really tired and we would like to get some rest as soon as possible.
W: Yes, I understand. If you don't mind, could you wait in the lounge near the elevators? I shouldn't be long.
C: Sure, I hope it doesn't take time.
译文：
先生，恐怕我们没有其他两张双人床的房间了。如果你不介意的话，我想和我的经理谈谈。对此我很抱歉。
我们真的很累，我们想尽快休息一下。
是的，我明白。如果您不介意的话，能否在电梯附近的休息室等我？我不会耽搁太久的。
当然，我希望不会花什么时间。
Exercise:
1. If you don't mind, could you wait in the lounge near the elevators?
Repeat & Read Sentences:
1. Is there something wrong with the room?
2. The hotel stuff member is being polite and understanding.
3. Yes, I understand your concern.
4. We requested a non-smoking room, but the room smells of smoke.
5. We're really tired and we would like to get some rest as soon as possible.
M: Good evening sir, I'm the manager here, I'm sorry to hear about your room.
C: Yes, we are not happy, and we are really tired. I hope you can help us.
M: I'm sure we can. Since we don't have another non-smoking room for you, I'll upgrade you to a suite ([swit] 套房). Would that be ok?
C: Yes, that would be fine. There is no extra cost, right?
M: No sir. There will be no extra charge.
译文：
晚上好，先生，我是这里的经理，听说您房间的这事，我很难过。
是的，我们不高兴，而且我们真的很累。我希望你能帮助我们。
我相信我们可以的。既然我们没有其他无烟房间给您了，那我帮你升级成套房。可以吗?
可以，那样也不错。没有额外费用，对吧?
没有，先生，不会再额外收费的。
Exercise:
— What does the manager offer to do?
— upgrade them to a suite
C: And it's non-smoking, right?
M: Yeah sir. I've confirmed that it's non-smoking.
C: Thanks. I really appreciate your help.
M: It's my pleasure, sir. I hope you and your family have a wonderful stay with us. Here is my card. If there is anything else I can do for you, please let me know.
C: I will. Have a good evening.
M: Thank you sir, and once again, let me apologize for the same inconvenience.
译文：
是禁烟的，对吧?
是的，先生。我已经确认是无烟的。
谢谢。我非常感谢你的帮助。
这是我的荣幸，先生。我希望您和您的家人在我们宾馆过得愉快。这是我的名片。如果还有什么需要我帮忙的，请告诉我。
我会的。祝你晚上愉快。
谢谢您，先生。再次，让我为同样的不便向你道歉。
Exercise:
1. The manager confirms that the suite is non-smoking room.
Repeat & Read Sentences:
1. I've confirmed that it's non-smoking.
2. The manager confirms that it's a non-smoking room.
3. He upgrades them to a suite.
4. I'm the manager here, I'm sorry to hear about your room.
5. I hope you and your family have a wonderful stay with us.
