COMPLAINT TASK

Sergio Arencibia Hernández, 1º TLO.

At the reception of the hotel, 9:30 a.m.:

- Customer: Good morning.

- Receptionist: Good morning Sir. How are you?

- Customer: I’m really disappointed with the service. I want to make a complaint.

- Receptionist: Oh... Can I help you?

- Customer: I don’t know you can help me. Can I speak with your manager please?.

- Receptionist: May I ask the reason?

- Customer: Yes, of course. Yesterday night I arrived at the hotel, with my book for a double room
with views overlooking the pool. For my surprise, my room was single and the views overlooking
the parking. When I came to this reception, it was already closed!, and, of course, I couldn’t change
my room for another one.

- Receptionist: Oh, I’m so sorry Sir. Do you want me to change your room for another one, with
views overlooking the pool?

- Customer: Yes, and double please.

- Receptionist: Okay, it is already done. This is your new room, number 645.

- Customer: Thank you. But I need to speak with the manager yet. I need a compensation.

- Receptionist: Well, I know you had a bad experience. Shall I offer you to stay here one more
night?

- Customer: Really? Yes of course!

- Receptionist: Perfect, I am going to call my manager to consult him.

(A few moments later)

- Receptionist: No problem Sir. You can stay here another night more if you want, to enjoy your
vacations.

- Customer: I’m so thankful.

- Receptionist: Do you want something more?

- Customer: No, that’s all.

- Receptionist: Well, then thank you and have a nice day.