6. Complaint 抱怨

Hotel Manager: I’m Miss Sherman. What seems to be the problem?
我是Sherman小姐，有什么問題嗎？
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.
我的住宿費算多了。我原以為“初級經理人員假日打包服務”只需要每晚二百五十美元，可前臺告訴我要五百元一晚。

Hotel Manager: That’s true. For the Junior Executive Room … three nights … yes, your bill should be $1,500
是的。初級經理人員假日打包服務……三個晚上……沒錯，您應該付一千五百美元。
Guest: But I definitely was led to believe that a three-night stay would be $750.
但是根據廣告，我真的以為是三個晚上七百五十美元。

Hotel Manager: The advertised rate is based on double occupancy.
廣告上所說的價格是按兩個人一間房算的。
Guest: When I booked the room, your staff didn’t mention this. And the brochure and your promotional mailings do not mention that.
我訂房間的時候，你們的職員可沒有告訴我這個。你們的宣傳冊子和推銷郵件也都沒有說明這一點。

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

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.
我沒想到我們的廣告會對您起誤導作用。在這里，它在最后一頁的小號字體中。
Guest: Perhaps you could arrange to provide me with a new bill that reflects the advertised rate.
你能按宣傳價格給我結賬嗎
？
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.
通常是不允許的但是這種情況下，我可以試試看。讓顧客滿意是我們的首要目標。
Guest: Thank you.
謝謝。

promotional mailings 廣告信(或郵寄的廣告傳單)
misleading 誤導
fine print 小號字體
advertised rate 廣告宣傳中的價格
Customer satisfaction 顧客滿意