6. Complaint 抱怨
Hotel Manager: I’m Miss Sherman. What seems to be the problem?
Guest: Well, apparently I’ve run up quite a bill. I was under the impression that the Junior Executive Holiday Package only cost 250 dollars per night. I’ve just been informed that it’s actually 500 dollars per night.
Hotel Manager: That’s true. For the Junior Executive Room … three nights … yes, your bill should be $1,500
Guest: But I definitely was led to believe that a three-night stay would be $750.
Hotel Manager: The advertised rate is based on double occupancy.
Guest: When I booked the room, your staff didn’t mention this. And the brochure and your promotional mailings do not mention that.
Hotel Manager: Are you quite sure?
Guest: Yes. Have a look.
Hotel Manager: I see. I had no idea our advertising was so misleading. It is here, but it’s in the fine print on the last page.
Guest: Perhaps you could arrange to provide me with a new bill that reflects the advertised rate.
Hotel Manager: Normally I couldn’t do that. But under the circumstances, I’ll see what I can arrange. Customer satisfaction is our primary aim.
Guest: Thank you.
promotional mailings 广告信(或邮寄的广告传单)
fine print 小号字体
advertised rate 广告宣传中的价格
Customer satisfaction 顾客满意内容来自 听力课堂网：http://www.tingclass.net/show-8412-236008-1.html