精品文档Handing Problems and Complaints处理问题与投诉ConversationHandling a complaint about rooms会话参考译文A. 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 Room207. I checked into myroom 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. Thenthere 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 'msorry to hear that. Wedo apologize for the inconve-nience caused. I 'll have the shower fixed, the tub cleaned, the floor dried and the toilet items sent to yourroom 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, wewill moveyou to another room. I 'll send a bellman up to your room and help youwith 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。
B. 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：Mynameis Frank and I 'min Room1010. I checked into myroom 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 Captain 's Desk right away. 我马上与大堂行李房联系。
G：Thank you. 谢谢。
C：MR. Frank, the bellmen are busy delivering luggage to guests 'rooms. Becaise there is no name tag attached to your luggage, we need spend more time in findingit. Please don 't worry. We 'll have it sent to your room assoon as we find it. 富兰克先生，行李员正忙着把行李送往客人房间，因为您的行李上没有姓名标签，我们还需要一些时间去寻找。
请别担心，我们一找到您的行李，马上就送到您的房间。
G：Thank you. 谢谢。
C：Glad to be of service. 乐意效劳。
C. Handling a complaint about noise 处理噪音投诉D.Clerk ：Good morning, sir. What can I do for you? 早上好，先生。
要我为您服务吗？Guest：I 'mBellow in Room908. Can you change the room for me?It 's too noisy. My wife was woken up several times by the noise the luggage elevator made. Shesaid it was too much for her. 我的名字叫贝罗，住908 房间，请为我换一个房间好吗？这儿太吵了。
我妻子几次被电梯的声音吵醒，她说她受不了。
C：I 'mawfully sorry, sir. I do apologize. Room908 is at the end of the corridor.It 's possible that the noise is heard early in the morning when all isquiet. 非常抱歉，先生。
我真心向您道歉。
908 房间在走廊的末端，在一大早周转非常安静的时候，那儿是有可能听到电梯声音的。
G：Anyhow, I 'd like to change our room. 无论如何，请给我们换个房间。
C：No problem, sir. We 'll manage it, but we don 't have any spare room today. Could you wait till tomorrow? The American People-to-people Education Delegation will be leaving tomorrow morning. There 'llbe some rooms foryou to choose from. 没问题，先生，我们会设法安排的，但今天没有空房间。
请你们等到明天好吗？美国民间教育代表团将于明天离店，那时会有许多房间供你们挑选G：All right. I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep. 好吧。
我希望明天晚上我们能住进一个安静的套房好好睡一觉。
C：Be sure. I 'll make a note of that. Everything will be taken care of. And if there is anything more you need, please let us know. 当然，我会记下那件事，一切都会安排好的，如果您还有别的事需要帮忙，请告诉我们。
Compensation 赔偿Conversation 会话参考译文A．Compensation for the guest 's vase 赔偿客人的花瓶B．Attendant ：May I come in, Miss Rosa? 我可以进来吗，罗莎小姐？Guest：Please come in. 请进。
A：Miss Rosa, I owe you an apology. This morning while cleaning the room,I broke your vase on the table. I 'll compensate for it. 罗莎小姐，我该向您道歉。
今天上午打房间时我打破了您放在桌上的花瓶。
我要向您赔偿。
G：I don 't think it 's a serious thing. That 's all right if you apolo-gize.我想问题不大，你道歉就够了。
A：It 's our hotel policy. Can you tell me where you bought it? 这是我们宾馆的规定。
您能告诉我在什么地方买的吗G：I bought it in the Arts and Crafts Srore. 我是在工艺品商店买的。
A：I 'llgo and buy a new one straight away. See you later. 我立刻就去买一个新花瓶。
再见。
G：See you then. 再见。