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。