酒店如何处理投诉(中英文).doc

Handing Problems and Complaints 处理问题与投诉 Conversation Handling a complaint about rooms 会话参考译文 处理客房投 Clerk：Reception. Can I help you? 这里是接待处，要我为您服务吗？ Guest：Yes. This is Mrs. Winston in Room 207. I checked into my room 15 minutes ago. 是的，我是207房间的温斯特夫人。我15分钟以前住进我的房间。 C：Yes, is everything all right in your room, Mrs. Winston? 嗯，您房间里一切正常吗，温斯特夫人？ G：Well, no. First the bathroom is in a total mess. The shower doesn’t have hot water and the tub is dirty. The floor is all wet and there is no mattress. Then there is no soap, no towels, not even toilet paper. 哦，不。首先浴室里乱七八糟，淋浴器不出热水，浴缸里很脏，地上很湿，而且没有地垫，没有肥皂、毛巾，甚至连卫生纸也没有。 C：Oh, I’m sorry to hear that. We do apologize for the inconve-nience caused. I’ll have the shower fixed, the tub cleaned, the floor dried and the toilet items sent to your room immediately. 很抱歉听到这个消息，我们真的为您带来这么多不便向您道歉。我马上派人来修理淋浴器，擦洗浴缸，把地板擦干，并且送来所有的卫生用品。 G：That’s not all. The worst thing is that the water closet is clogged and when I flushed it, it overflew. 还不止。最糟的事情是，厕所堵塞了，当我用水冲洗时，水向外溢了出来。 C：Oh, dear, we are terribly sorry for all this mess. You see, the hotel has just opened, and we are also terribly understaffed. So if you please get your luggage ready, we will move you to another room. I’ll send a bellman up to your room and help you with the luggage. 哦，天啊，很抱歉为您带来所有这些麻烦。您知道，我们饭店刚刚开业，人手十分短缺。请您整理好您的行李，我们为您另外安排一个房间。我叫行李员来您的房间为您拿行李。 G：Thank you. 谢谢。 C：You’re welcome. This is really the least we should do for you. 不客气。这是我们应该做的。 Handling a complaint about luggage处理行李投诉 Clerk：Reception. Can I help you? 这里是接待处，要我为您服务吗？ Guest：My name is Frank and I’m in Room 1010. I checked into my room 40 minutes ago and my luggage hasn’t been brought up to my room yet. 我的名字叫富兰克，住1010房间。我40分钟以前搬进我的房间。但我的行李到现在还没有送来。 C：I’m sorry to hear that, sir. How many pieces did you have, Mr. Frank? 很抱歉，先生。富兰克先生，您有几件行李？ G：Two suitcases and a shoulder bag. 两个手提箱和一只挎肩包。 C：Is there a name tag attached to your luggage? 您的行李上是否贴有姓名标签呢？ G：No, I’m afraid not. 不，恐怕没有。 C：I’ll get in touch with the Bell Capt