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1、酒店处理投诉对话The conversation of the hotels 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 nam
2、e is Jay, Im 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 didnt make a reservation. Bu
3、t, is it necessary to make reservation for each time? Cant 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 its time to the busy season, we afraid that it will have no empty room if you didnt 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
4、 worse is, I checked into my room about 40 minutes ago, and one piece of my luggage hasnt 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 neednt. He said it will b
5、e 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
6、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 shouldnt 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 dont ha
7、ve 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: Thats ok. I just hope that it will be able to enjoy our stay in a comfortable suite tomorrow evening.经理：是的，我会记下这些。一切都会安排好的。如果还需要别的什么东西，请告诉我们。MANAGER: Be sure, I will make a note of that. Everything will be taken care of. And if there is anything more you need, please let us know.顾客：我希望你们酒店可以再改进一些。GUEST: I hope something can be changed for your hotel and for an improvement. 经理：当然了，谢谢您宝贵的建议。MANAGER: Certainly, thanks for your valuable suggestions.
