你一定要会说的场景句
1.枕头套是脏的，浴缸也是脏的。
The pillow cases are stained and the bathtub is not clean.
2.您的房间已被租出去了。
I’m afraid your room has been rented out.
3.你可以确切地告诉我何时能入住吗？
Can you tell me exactly when I can get in？
4.我无论如何也不会付这笔额外费用。
I won’t pay the extra charge anyway.
5.能给我换个房间吗？
Can you change the room for me？
6.这房间里的灯光太暗了。
The light in this room is too dim.
7.哦，还有，房间里有点冷。
Ah，yes，the room is too cold for me.
8.这个账单不对。
This bill is wrong.
9.我先看看门锁的录像，看看有没有人在您不在的时候进过您的房间。
Let me read the tape of the door lock to see if someone entered the room.
10.这台空调有些毛病。
The air conditioner is not working properly.
11.水龙头老漏水。
The water tap is dripping all the time.
12.台灯有些毛病。
There’s something wrong with the desk lamp.
13.非常抱歉，先生。
I’m terribly sorry，sir.
投诉
A：No.The pillow cases are stained and the bathtub is not clean.There are no towels in the bathroom.不好。枕头套是脏的，浴缸也是脏的，而且卫生间里也没有浴巾。
B：I’m terribly sorry to hear that.I’ll attend to it right away.We usually check every room before guests move in.But we have been extremely busy with a large conference.What’s more，it’s the peak season.We might have overlooked1 some points.I’ll send a chambermaid to your room right now.很抱歉有这种事情。我马上来处理。通常我们在每位顾客住进之前都要检查每个房间的。不过我们现在正忙于一个大型会议。再说，现在是旺季，我们可能忽略了一些细小的地方。我马上派服务员去您的房间。
延伸 That’s not all.The worst thing is that the water closet is clogged and when I fiushed2 it，it overfiew.还有呢，最糟糕的是抽水马桶堵住了。我一冲水，水就溢出来了。
Oh，dear，we are terribly sorry for all this mess.You see，the hotel has just opened and the kinks haven’t been worked out yet.So please get your luggage ready，we will move you to another room.I’ll send a porter up to your room and help you with the luggage.噢，天啊。我们非常抱歉您的卫生间给弄成这个样子。是这样的，我们饭店刚刚开业，各种问题还没有完全处理好。所以请您把行李整理好，我们把您安排到别的房间。我派一个行李员去帮您搬行李。
入住迟到
A：（Eleven o’clock at night）Good evening.My name is John Smith.I’ve made a reservation for a room.（晚上11点）晚上好，我是约翰 · 史密斯，我预订了一个房间。
B：I’m sorry，Mr.Smith.We only hold a reserved room until seven o’clock.I'm afraid your room has been rented out.对不起，史密斯先生。我们只能预留房间至晚上7点，您的房间已被租出去了。
延伸 What！ I’m not a walk-in guest.I’ve made a reservation.How could you do that to me！什么！我不是临时订房的，我有预订的呀！你怎么能这样对我！
I’m very sorry，sir.But it is the hotel policy.May I arrange a room for you in a nearby hotel？非常抱歉，先生，但这是酒店的规定。我替您在附近的酒店安排一个房间吧。
场景词汇
1 overlook 忽略 2 flush 冲水
Don’t you have any spare rooms now？I prefer your hotel.你们没有空房了吗？我比较喜欢这里。
I’m afraid the hotel is fully booked for the next few days，sir.Would you mind settling in another hotel first and check with us tomorrow？There may be a cancellation.酒店在未来几天也客满了，先生。您先在其他酒店住下，然后明天来查看，好吗？我们或许会有客人取消预订。
耽误客人入住时
A：I wonder what has happened to my room.You said it would be ready in ten minutes，but I’ve waited for half an hour.Can you tell me exactly when I can get in？究竟我的房间怎样了？你说10分钟内会准备好，现在已经半个小时了。你可以确切地告诉我何时能入住吗？
B：I’m terribly sorry，sir.Because the previous occupant1 has extended2 his checkout time so our housemaid is still making up the room.It will be ready in a few minutes.非常抱歉，先生。由于上一位客人延迟退房，所以我们的服务员还在整理房间，数分钟后便会弄妥。
延伸 I’m so tired now.I don’t mind it’s a little bit messy3 .我实在很累，不介意房间凌乱一点。
Sorry for keeping you waiting，sir.But we insist on providing clean and tidy rooms for our guests.I can guarantee4 it won’t take long.抱歉让您久等了，但我们坚持提供整齐清洁的房间给客人。我可以保证不会太久。
I appreciate your insistence5 but please think about how tired one is after sixteen hours’fiight.我很欣赏你的坚持，但请体谅一下乘坐了16个小时飞机的人有多疲劳。Maybe you could take a seat in the lobby，sir.或许您可以在大堂休息一下，先生。
拒交额外房费
A：That’s unreasonable！ I won’t pay the extra charge anyway.这不合理，我无论如何也不会付这笔额外费用。
B：Then，please wait a moment，sir.I’ll get the manager to take care of your case.那么麻烦您稍候，让我找经理来处理这件事。
延伸 Wait a minute.Why three and a half days？I have reserved the room for three days only.慢着！为什么是3天半？我只预订了3天。
场景词汇
1 previous occupant 之前的客人 2 extend 延长
3 messy 凌乱的 4 guarantee 保证
5 insistence 坚持
I’m sorry，sir.But because you check out at six o’clock，so there is an extra half day charge.对不起，先生，由于您在下午6点退房，所以我们要多收半天房费。
But no one told me there is an extra charge.Besides，I just stay a little bit longer.但没有人告诉我要付额外房费，况且我只是多待了一会儿。
We’ve tried to contact you，sir，but you’re not in your room.我们曾经试着联络您，但您不在房内。
要求换房
A：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.我叫贝尔，住在908号房间。能给我换个房间吗？这儿太吵了，我妻子被行李电梯声音吵醒了几次。她说她受不了了。
B：I’m awfully sorry，sir.I do apologize1.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.真对不起，先生，我向您道歉。908房间在走廊尽头。噪音在宁静的早晨可能会扰人。
延伸 Anyway，I’d like to change our room.无论如何，我们要换房。
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。我们会尽力办到，但是今天我们没有空余房间。您能等到明天吗？明天早上，美国民众教育代表团的人就要离开。会有一些房间任您挑选的。
All right.I hope we’ll be able to enjoy our stay in a quiet suite tomorrow evening and have a sound sleep.好的。我希望明天晚上我们能在安静的套房内好好地睡上一觉。(www.xing528.com)
灯光太暗
A：Good evening，madam.Did you ring for service？What can I do for you？晚上好，女士。是您按铃要求服务的吗？我能为您做些什么？
B：Yes.The light in this room is too dim.Please get me a brighter one.
是的。这房间里的灯光太暗了。请给我换个亮点的。
延伸 Certainly.I’ll be back right away…Do you mind if I move your things？当然可以。我马上就回来……我动一下您的东西，可以吗？
场景词汇
1 apologize 道歉
Oh，no.Go ahead.哦，可以，你动吧。
Thank you…How is the light now?谢谢……现在怎么样？
It's much better now.Thank you.比原来亮多了，谢谢。
感觉太冷
A：Ah，yes，the room is too cold for me.I feel rather cold when I sleep.Can you turn off the air conditioner1？哦，还有，房间里有点冷。我睡觉时感觉很冷。你能关上空调吗？
B：（Checks）The air conditioner is already off，madam.（检查）空调已经关上了，女士。
延伸 Maybe I’m getting a cold.也许我要感冒了。
Would you like an extra blanket2？你要再加条毛毯吗？
OK.And would you please get me some hot water，too？I think I need to take some medicine.好的。你能再给我送点热水吗？我想我需要吃点药。
Certainly，madam.I’ll be right back…Here is a blanket，and hot water for you.Anything else？当然可以，女士。我一会儿就来……这是毛毯，这是热水。还有别的事吗？
弄错账单
A：Yes，I’d like to complain.This bill is wrong.I’ve been overcharged3.It says I sent two faxes from your business center，but I’ve never even been to the business center.I don’t even know where it is！是的，我要投诉，这个账单不对。多收我钱了。账单上说我在商务中心发了两份传真，可是我根本没去过那儿，我甚至不知道它在什么地方。
B：I see，Mr.Hendrickson.So you’ve been charged for faxes you didn’t send？
明白了，亨德里克森先生，您是说您没有发过传真，我们却向您收钱了？
延伸 Well，sir，I’m terribly sorry，but it appears we’ve made a mistake.The business center confused4 you with a Mr.H-e-n-d-e-r-s-o-n who is staying in the hotel at the moment.I must apologize for the inconvenience，Mr.Hendrickson.噢，先生，非常抱歉，看来是我们搞错了。商务中心把您和一个叫亨德森的先生混淆了，那位先生也住在我们酒店。很抱歉给您带来了不便，亨德里克森先生。
场景词汇
1 air conditioner 空调 2 blanket 毛毯
3 overcharge 多收费 4 confuse 混淆
That’s all right.Everyone makes mistakes，I suppose.Now，can I settle my bill please？I’ve got a plane to catch.没关系，我想每个人都会犯错。现在我可以结账了吗？我要赶飞机。
物品被盗时
A：Just a moment，madam.Let me read the tape of the door lock to see if someone entered the room.The tape showed that only a housekeeper had entered the room in your absence，but it confirmed that she didn’t steal your clothes.请您稍等一会儿，太太。我先看看门锁的录像，看看有没有人在您不在的时候进过您的房间。录像显示只有一位房间管理员在您不在时进过屋，但录像证实不是她偷了您的衣服。
B：Can I review the tape myself？我可以亲自看一下录像带吗？
延伸 Of course.Please come with me to the security manager’s office.当然可以。请跟我去保安经理办公室。
It’s really strange.It seemed that the housekeeper did not leave carrying parcels.真是蹊跷！看起来房屋管理员离开房间的时候，手上并没有拿包裹。
I’m sorry，madam.No matter who is responsible for the theft of your belongings，it is the negligence on our part.We will accept the responsibility and compensate1 you in three days.实在对不起，太太。不管是谁偷了您的东西，都是由于我们的疏忽大意造成的。我们会负责，并在3天之内给您赔偿。
空调故障
A：I’m from the maintenance department2.Did you call us？我是维修部的。是您给我打电话的吗？
B：Yes.The air conditioner is not working properly.是的。这台空调有些毛病。
延伸 What’s the problem？有什么问题？
The remote control doesn’t work.I turned on the air conditioner，but I can’t adjust the temperature.遥控器出故障了。我把空调打开了，但是我无法调节温度。
Let me have a look.I think the batteries should be changed.Let me replace3 them with new ones.Now，it’s working.让我看看。我想可能该换电池了。我换上两个新的。好，现在行了。
场景词汇
1 compensate 赔偿 2 maintenance department 维修部
3 replace 替换
水龙头漏水
A：Could you also have a look at the bathroom？The water tap is dripping all the time.您能看一下盥洗室吗？水龙头老漏水。
B：I’ll check and see what the problem is.我看看是什么毛病。
延伸 Could you replace it with a new one？您能换个新的吗？
There’s no need.It’s OK now.用不着。现在好了。
Yesterday，I came back and there was no hot water.昨天晚上我回来时，没有热水。
The water pipe is being repaired.Hot water is not available between 12：00 p.m.and 5：00 a.m.every day.水管正在修理之中，每晚12点到第二天早晨5点不供应热水。
出问题
A：There’s something wrong with the desk lamp.台灯有些毛病。
B：The light bulb should be changed.I’ll replace it with a new one.灯泡该换了。我给您换个新的。
延伸 The desk light in my room is not working.我房间的台灯不亮。
There’s something wrong with the air conditioner.空调有点毛病。
处理投诉
A：But it’s unfair to the occupants！ 但那对现在的住客很不公平呀！
B：I’m terribly sorry，sir.We’ll take this into consideration.May I call the room attendant up now to have your room tidied？非常抱歉，先生。我们会考虑这点的。我立刻派服务员整理您的房间，好吗？
延伸 I’m awfully1 sorry for that，sir.I’ll see to it right away.先生，我对此非常抱歉，我会马上处理此事。
I’m sorry to have caused you so much trouble，but I’ll manage to solve the problem before long.很抱歉给您带来了如此多的不便，但我会想办法尽快解决问题的。
I’m awfully sorry for that.I’ll speak to the manager and he’ll see to it right away.我对此非常抱歉。我会告诉经理的，他会马上处理此事。
Well，I understand how you feel and we’ll try to do our best to help you.我理解您的心情。我们会尽我们最大的努力帮助您的。
Please wait a moment.I’ll arrange it for you.请您等一会儿，我会帮您安排的。
场景词汇
1 awfully 非常，很
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