Handing Complaints 处理投诉
Converstaion
A. Complatints about the service
Attendant: (Telephone rings) Good morning. I ‘m the room attendant. Can I help you?
Guest: My room hasn’t been made up yet. It’s already 12:00.
A: I’m awfully sorry, madam, We are very busy this morning. We’ll clean your room right now.
Your room number, please?
G: Room 602. I would like to have my room made up early every day. Can you do this?
A: Yes, madam. We always have rooms made up early on request. Just let us know what you need. And if we
can, we’ll oblige. Room 602. A maid will come to your room at once.
G: Thank you.
A: You’re welcome.
B. Complaints about room facilitees.
Attendant: Good evening . Is there anything I can do for you ?
Guest: I called you my room was very hot. The air-conditioner wasn’t working, but nobody has come since I called you.
A: I do apologize for it. I’ll check with the Maintenance Department . I assure you that they will come within minutes.
G: Would you ? Oh ,here they will come . Thank you.
A: You’re most welcome. Please call us if there is anything I can do for you. See you.
C. Complaints about noise
Attendant: Good evening . Can I be of assistance?
Guest: This is Room 402. The noise in Room 405 is terrible. I can’t fall asleep, Can you do something about it?
A: Certainly, sir. I’ll speak to the people there right now.
D. Complains about mosquitoes
Attendant : Good morning ,sir. Can I help you?
Guest: I didn’t sleep a wink last night. I was pestered with mosquitoes all night.
A: I’m awfully sorry, sir. May I have your name and room number, please?
G: Mr. Brown, Room 1818. I really could not bear it.
A: I’m sorry, Mr.Brown.. I do wish you had let us know at once.
G:Well, in fact. I’m considering moving to another hotel.
A:Oh, please don’t,Mr .Brown. May we change your room?
G:I’ll accept your offer if there is no mosquitoes.
A:Certainly, Mr. Brown. I can assure you such things won’t happen again. We’ll take necessary precautions.
G:All right.
A:Thank you for bringing the matter to our attenntion. I’ll arrange the move as soonas possible.
G:Thank you.
A:You are most welcome ,and have a good rest ,sir.
Useful exprssions
1.Please accept my apology on behalf of the hotel. 请接受我代表酒店向您道歉。
2.Thank you for telling us ,sir. 先生，谢谢您告诉我们。
3.I’m sorry for the mistake ,sir. I do apologize. 出了错真是非常对不起，先生。我向您道歉。
4. I can’t regulate the air-aonditioner. 空调机调节不灵。
5. The control knob of the air-conditioner doesn’t work. 空调机的调节旋钮不好使。
6. The door to the private bathroom won’t lock.. 我洗澡间的门锁不上。
7. I’ll have the maintenance man come in and take a look at it. 我去叫维修工人来瞧瞧。
Notes
1. I did’t sleep a wink last night, Wink, 打盹，小睡。
2. I was pestered with mosquitoes all night. Be pestered with 是“被…烦扰”的意思。
会话参考译文
A. 投诉服务质量
服务员：（电话铃响）早上好，我是客房服务员，能帮您忙吗？
客人：我的房间现在还没打扫过，已经12点了。
员：小姐，非常抱歉，我们今天早上很忙。我们马上来打扫您的房间。请问您的房号？
客：602房间。我希望我的房间每天早点收拾，你们能做到吗？
员：好的，夫人。只要客人要求，我们总是早点收拾房间，您需要什么请吩咐，只要能办到，我们乐意效劳。房号602，服务员马上去您房间打扫。
客：谢谢。
员：不用谢。
B. 投诉客房设施
服务员：晚上好，有什么事可以为您效劳吗？
客人：我打电话告诉过你我的房间很热，空调坏了。但自从我打电话给你后还没有人来过。
员：我真的为此道歉，我会向维修部核查一下，我向您保证他们会马上来的。
客：是吗？噢，他们来了，谢谢。
员：乐意为您服务。如果什么事，请打电话来，再见。
C. 投诉噪音
服务员：晚上好，有什么需要帮忙吗？
客人：我是402房间，隔壁404房间太吵了，我无法入睡，你能去处理一下吗？
员：当然可以，先生。我马上去跟他们讲。
D. 投诉蚊子骚扰
服务员：早晨好，先生。我能为您服务吗？
客人：我昨晚整夜没合眼。蚊子骚扰了我一夜。
员：非常对不起，先生。请问您的姓名和房间号码？
客人：布朗先生，1818房，真的无法忍受。
员：对不起，布朗先生。要是您当时立即告诉我们就好了。
客人：哦，事实上，我正考虑换一家饭店。
员：噢，请别这么做，布朗先生。我们可以为您换个客房吗？
客人：如果那里没有蚊子的话，我可以接受你的建议。
员：当然，布袤先生。我可以向您保证，这类事不会再发生了。我们会采取必要的预防措施。
客：发吧。
员：谢谢您将此事告诉我们。我会尽快安排换房事宜。
客人：谢谢。
员：请别客气，祝您休息得好，先生。
