Good evening, sir. How can I help you?

Yes, we just check in and our room is unacceptable. It’s room 1810.

Is there something wrong with the room?

Yes, there certainly is. We requested a non-smoking room but the room smiles of smoke.

Let me check. Yes, that room is supposed to be a non-smoking room.

Well, somebody certainly doesn’t follow the rules. The current smoke is cigars. We can hardly breath and the windows don’t open.

Right, the windows don’t open, sir. I really sorry about this. Let me see if I can find you another room.

Yes, please. We certainly can’t stay in that room. Both our kids have asthma, so the smell of smoke can cause breathing problems.

Yes, I understand your concern. Sir, I’m afraid we don’t have any other rooms with two double beds. If you’ll excuse me, I will speak with my manager.

Thank you. We were really tired and we would like to get rest as soon as possible.

Yes, I understand. If you don’t mind, could you wait in the lounge near the elevators? I shouldn’t be long.

Sure, I hope it doesn’t take time.

Good evening, I’m the manager here. I’m sorry to hear about your room.

Yes, we are not happy and we were really tired. I hope you can help us.

I’m sure we can. Since we don’t have another non-smoking room for you, we will upgrade your suite. Will that be ok?

Yes, there will be fine. There is no extra cost, right.

No, sir. There would be no extra charge.

And it’s non-smoking, right.

Yes, sir. I’ve confirmed that is non-smoking.

Thanks I really appreciate your help.

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.

I will. Have a good evening.

Thank you, sir. And once again, let me apology for the same inconvenience.