Dialog Ⅰ Receiving a Com plaint on the Phone接受电话投诉
A hotel guest has just checked in，and to his surprise，the room has not been cleaned.She calls the House Center.
Staff：Good morning.Housekeeping.May Ihelp you？②
Guest：Could Ispeak to themanager？Ihave a complaint.
Staff：Can Ihelp you，ma'am？
Guest：Yes.Did you have this room checked beforewemoved in？There's not a scrap of toilet paper and the toilet doesn't flush，the water doesn't run in the shower and Iwould like an extra pillow.What have you to say about that？
Staff：I'm extremely sorry to hear that.I'll attend to it right away.The housekeeper usually checks every room before new guests move in.Butwe have been extremely busy with a large convention.
Guest：That's not the way to run a hotel.One doesn't expect this sort of thing in a well-run hotel.
Staff：No，ma'am.Ido apologize.It'smost unusual.We do try to check the rooms as thoroughly as possible.Just one pillow，was it？Is there anything else？
Guest：Well，your air-conditioning doesn't seem to be working very well.It's as hot as hell up here.
Staff：I'll go and adjust the regulator for you and I think you'll find it a little cooler in a short time.I'll also send someone along right away to look at the toilet and shower.
Guest：Ihope itwon't be long.
Staff：Sorry for the inconvenience.Just wait in your room，please.Everything will be OK very soon.
scrap［skræp］ n.小片
pillow［'pɪləʊ］ n.枕头
well-run［'w el,rʌn］ adj.经营良好的
unusual［ʌn'juːʒʊəl］ adj.异常的
air-conditioning［,eəkən'dɪʃənɪŋ］ n.空调（系统）
hell［hel］ n.地狱
adjust［ə'dʒʌst］ v.调整，调节
regulator［'reg jʊleɪtə］ n.调整器
inconvenience［,ɪnkən'viːnjəns］ n.不方便，麻烦
toilet paper 卫生纸，草纸
Quickies
1）Say what iswrong with the following.
2）Whatwould you say to apologize to the guestwhomakes complaints？