酒店处理投诉对话.doc

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酒店处理投诉对话

酒店处理投诉对话 The conversation of the hotel’s complaint 顾客:我能跟酒店的经理谈谈吗? GUEST: May I speak to the hotel manager please? 经理:您好,我是Charles Nelson,这个酒店的经理。请问我能帮你什么吗? MANAGER: Hi, I am Charles Nelson, the manager of Holiday Inn. How can I help you, please? 顾客:我叫Jay,是515号房间的住客。我对自己在你的酒店所受到的服务感到非常不满意。 GUEST: My name is Jay, I’m in Room 908,I was discontent with the service of your hotel extremely. 经理:很遗憾听到这句话,请问发生了什么事? MANAGER: I am sorry to hear that. What happened, please? 顾客:当我入住的时候,接待员却抱怨说我没有预定。但我想说的是,一定要每次都先预订吗?临时的就不行吗? GUEST: When I checking in, the receptionist complained that I didn’t make a reservation. But, is it necessary to make reservation for each time? Can’t I make a temporary check? 经理:当然不是。最近是旺季,怕因为没有及时预订可能会没有空房。 MANAGER: Of course not. But it’s time to the busy season, we afraid that it will have no empty room if you didn’t make reservation in time. 顾客:更气人的是,我入住大约有40分钟了,我有一个行李却一直没有送过来。 GUEST: The worse is, I checked into my room about 40 minutes ago, and one piece of my luggage hasn’t been brought up to my room. 经理:真的很抱歉,我马上和行李房联系。 MANAGER: I am feeling really sorry. I will contract with the bell captain immediately. 顾客:不用了。他说十分钟后会送过来,但是我太太说那服务生的态度使她难以忍受。 GUEST: No, you needn’t. He said it will be deliver 10 minutes later. But my wife said it was too much for her. 经理:非常对不起,先生。我为你所遇到的事情道歉。我会做好调查再尽快给你一个答复的。 MANAGER: I am awfully sorry, sir. I apologize for what had happened. I will look into it and give you a reply as soon as possible. 顾客:好的。说实话,我想换一个房间,这个房间的灯光实在是太暗了,而且浴室又没有热水。作为一家酒店,它不应该有我上述的那些问题。 GUEST: All right. To tell the truth, I want to change my room, The light in this room is too dim, There is no hot water in the washroom. As a hotel, it shouldn’t have problems as I told above. 经理:我向您道歉。我们会尽力办到,但是今天我们实在是没有空余的房间。请您等到明天好吗? MANAGER: I do apologize. We will well manage it, but we don’t have any spare room today. Could you wait till tomorrow? 顾客:可以,我只希望明晚我们能待在一套舒服的房间里。 GUEST: That’s ok. I just hope that it will be able to enjoy our stay in a comfortable s

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