Good evening, sir.
How can I help you?
Yes, we just checked 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 smells of smoke.
Let me check.
Yes, that room is supposed to be a non-smoking room.
Well, somebody certainly didn't follow the rules.
The curtain smells like cigars.
We can hardly breathe, and the windows won't open.
Right, the windows don't open, sir.
I'm 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 of 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'll speak with my manager.
Thank you.
We are really tired, and we would like to get some 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.
(The hotel staff member is being polite and understanding.)
Good evening sir, I'm the manager here, I'm sorry to hear about your room.
Yes, we are not happy, and we are really tired.
I hope you can help us.
I'm sure we can.
Since we don't have another non-smoking room for you, I'll upgrade you to a suite.
Would that be ok?
Yes, that would be fine.
There is no extra cost, right?
No sir.
There will be no extra charge.
And it's non-smoking, right?
Yeah sir.
I've confirmed that it's 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 apologize for the same inconvenience.
(The manager apologizes for the inconvenience.)
(The manager confirms that it's a non-smoking room.)
(He upgrades them to a suite.)
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