-
Handing Problems and Complaints
处理问题与投诉
Conversation
Handling 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 Room 207. I checked into my
room 15 minutes ago.
是的，我是
20
7
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? <
/p>
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. Then there 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
’
m sorry to hear that. We
do apologize for the inconve-nience caused.
I
’
ll have the
shower fixed, the tub cleaned, the
floor dried and the toilet items sent to your room
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, we will
move you to another
room. I
’
ll send a bellman up
to your room and help you with 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
：
My name is
Frank and I
’
m in Room 1010.
I checked into my room 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
< br>：
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 finding it.
Please
don
’
t
worry. We
’
ll have it sent to
your room as soon 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？
G
uest
：
I
’
m Bellow 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 luggage elevator made. She said
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
’
m
awfully
sorry,
sir.
I
do
apologize.
Room
908
is
at
the
end
of
the
corridor.
It
’
s
possible that the noise is heard early
in the morning when all is quiet.
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
’
ll
be some rooms
for
you 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
<
/p>
Conversation
会话参考译文
A
．
C
ompensation 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
’
ll go
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。