Paul: Oh yes, he likes to have two beds in the room for some reason.

Anna: But Tom said he only likes a single bed in the room.

Paul: Really? Oh no, he insists on a twin – something to do with business partners he says. Anything else?

Anna: Yes. He says he wanted freshly squeezed orange juice for breakfast, not the stuff out of a carton.

Denise: Anything else?! A view of Mount Everest perhaps?

Paul: Yes, thank you Denise. Well, we really must sort this out. We can’t afford to upset Mr Socrates. Now, Anna, you chose this hotel, I really think you need to sort out this mess.

Anna: It was Tom’s suggestion…

Paul: Just sort it, quickly. Oh golly gosh.

Narrator: Uh oh Anna. 你得去投诉了，不过说什么好呢？

Anna: Oh... I don’t know. I’m not very good at complaining.

Narrator: Well, Anna, 保持平静，要有礼貌的告诉酒店你的不满。你可以说： I’m very disappointed with your service. 你们的服务让我非常失望。 The standard of service is not good enough. 服务质量明显不够标准。 The room I booked did not meet my expectations. 我订的房间和我的期望相 差太远了。 Anna, 祝你投诉成功！

Anna: OK. Here goes. (Dialling phone and ringing)

Receptionist: Hello. Royal Imperial Hotel.

Anna: Erm... hello… I want to… I want to complain.

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