新东方商务口语[22]:Complaint 抱怨

Hotel 旅馆

6. Complaint 抱怨

Hotel Manager: I’m Miss Sherman. What seems to be the problem?
我是Sherman小姐，有什么问题吗？
Guest: Well, apparently¹ I’ve run up quite a bill. I was under the impression that the Junior Executive² Holiday Package only cost 250 dollars per night. I’ve just been informed that it’s actually 500 dollars per night.
我的住宿费算多了。我原以为“初级经理人员假日打包服务”只需要每晚二百五十美元，可前台告诉我要五百元一晚。

Hotel Manager: That’s true. For the Junior Executive Room … three nights … yes, your bill should be $1,500
是的。初级经理人员假日打包服务……三个晚上……没错，您应该付一千五百美元。
Guest: But I definitely was led to believe that a three-night stay would be $750.
但是根据广告，我真的以为是三个晚上七百五十美元。

Hotel Manager: The advertised rate is based on double occupancy.
广告上所说的价格是按两个人一间房算的。
Guest: When I booked the room, your staff didn’t mention this. And the brochure and your promotional mailings do not mention that.
我订房间的时候，你们的职员可没有告诉我这个。你们的宣传册子和推销邮件也都没有说明这一点。

Hotel Manager: Are you quite sure?
是吗？
Guest: Yes. Have a look.
没错，可以看一看。

Hotel Manager: I see. I had no idea our advertising³ was so misleading. It is here, but it’s in the fine print on the last page.
我没想到我们的广告会对您起误导作用。在这里，它在最后一页的小号字体中。
Guest: Perhaps you could arrange to provide me with a new bill that reflects the advertised rate.
你能按宣传价格给我结账吗
？
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.
通常是不允许的但是这种情况下，我可以试试看。让顾客满意是我们的首要目标。
Guest: Thank you.
谢谢。

promotional mailings 广告信(或邮寄的广告传单)
misleading 误导
fine print 小号字体
advertised rate 广告宣传中的价格
Customer satisfaction 顾客满意

1 apparently   

adv.显然地；表面上，似乎

参考例句：

• An apparently blind alley leads suddenly into an open space.山穷水尽，豁然开朗。
• He was apparently much surprised at the news.他对那个消息显然感到十分惊异。

2 executive   

adj.执行的，行政的；n.执行者，行政官，经理

参考例句：

• A good executive usually gets on well with people.一个好的高级管理人员通常与人们相处得很好。
• He is a man of great executive ability.他是个具有极高管理能力的人。

3 advertising   

n.广告业；广告活动 a.广告的；广告业务的

参考例句：

• Can you give me any advice on getting into advertising? 你能指点我如何涉足广告业吗?
• The advertising campaign is aimed primarily at young people. 这个广告宣传运动主要是针对年轻人的。