宾馆英语：处理投诉

Settling¹ complaints² 处理投诉

Key Sentences（重点句子）

128．Can you change the room for me？ It's too noisy．

能给我换个房间吗？这儿太吵了。

129．My wife was woken up several times by the noise the baggage elevator made．

我妻子被运送行李的电梯发出的嘈杂声弄醒了几次。

130．She said it was too much for her．

她说这使她难以忍受。

131．I'm awfully³ sorry，sir．

非常对不起，先生。

132．I do apologize．

我向您道歉。

133．No problem，sir．

没问题，先生。

134．We'll manage it，but we don't have any spare room today．

我们会尽力办到，但是今天我们没有空余房间。

135．Could you wait till tomorrow？

等到明天好吗？

136．I hope we'll be able to enjoy our stay in a quiet suite⁴ tomorrow evening and have a sound sleep．

我希望明天晚上我们能呆在一套安静的房间里睡个好觉。

137．And if there is anything more you need， please let us know．

如果还需要别的什么东西，请告诉我们。

138．The light in this room is too dim⁵．

这房间里的灯光太暗了。

139．Please get me a brighter one．

请给我换个亮的。

140．Certainly，sir．I'll be back right away．

好的，先生，我马上就回来。

141．The room is too cold for me．I feel rather cold when I sleep．

这房间太冷了，我睡觉时感到很冷。

　

Dialogue A

A guest（B） wants to change a room．He goes to the assistant manager（A）

A：Good morning，sir．What can I do for you？

B：I'm Bell．I'm in Room 908．Can you change the room for me？It's too noisy．My wife was woken up several times by the noise the baggage elevator made．She said it was too much for her．

A：I'm awfully sorry，sir．I do apologize．Room 908 is at the end of the corridor⁶．It's possible that the noise is heard early in the morning when all is quiet．

B：Anyhow，I'd like to change our room．

A：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 Delegation⁷ will be leaving tomorrow morning．There'll be some rooms for you to choose from．

B：All right．I hope we'll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep．

A：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．

　

Dialogue B

A：Good evening，ma'am．Did you ring for service？What can I do for you？

B：Yes．The light in this room is too dim．Please get me a brighter one．

A：Certainly，sir．I'll be back right away…Do you mind if I move your things？

B：Oh，no．Go ahead．

A：Thank you…How is the light now？

B：It's much better now．Thank you．

A：You're welcome．And if you need any other things，please let us know．

B：Ah，yes，the room is too cold for me．I feel rather cold when I sleep．Can you turn off the air-conditioning？

A：（Checks）The air-conditioning is already off，ma'am．

B：Maybe I'm getting a cold．

A：Would you like an extra blanket？

B：OK．And would you please get me some hot water，too？I think I need to take some medicine．

A： Certainly，ma'am．I'll be right back…here is a blanket，and hot water for you．Anything else？

B：No，thanks．

A：Good night，ma，am．

　

Words and Expressions

elevator    n．电梯

corridor    n．走廊，回廊

delegation    n．代表团

extra    a．额外的，外加的

blanket   n．羊毛毯，毯子，毛毡

1 settling   

沉淀物

参考例句：

• They were behindhand in settling their debts. 他们没有及时还清债务。
• Settling the dispute required great tact and diplomacy. 解决这个争端需要十分老练和娴熟的外交手腕。

2 complaints   

抱怨( complaint的名词复数 )； 诉苦； 投诉； 疾病

参考例句：

• a litany of complaints 喋喋不休的抱怨
• The company had received complaints both verbally and in writing. 这家公司收到了口头和书面的投诉。

3 awfully   

adv.可怕地，非常地，极端地

参考例句：

• Agriculture was awfully neglected in the past.过去农业遭到严重忽视。
• I've been feeling awfully bad about it.对这我一直感到很难受。

4 suite   

n.一套(家具)；套房；随从人员

参考例句：

• She has a suite of rooms in the hotel.她在那家旅馆有一套房间。
• That is a nice suite of furniture.那套家具很不错。

5 dim   

adj.昏暗的；朦胧的；v.(使)暗淡，(使)模糊

参考例句：

• The light is too dim for me to read easily.光线太暗，我很难阅读。
• I was so tired that my eyesight grew dim.我太累了，眼睛有点发花。

6 corridor   

n.走廊，回廊，通路

参考例句：

• The corridor opens into Mr.Brown's office.这条走廊通到布朗先生的办公室。
• There was a ring of laughter in the corridor.走廊里传来响亮的笑声。

7 delegation   

n.代表团；派遣

参考例句：

• The statement of our delegation was singularly appropriate to the occasion.我们代表团的声明非常适合时宜。
• We shall inform you of the date of the delegation's arrival.我们将把代表团到达的日期通知你。