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1
Conversation 1: I want to change rooms. In fact, I want a refund for tonight! - And the problem is, sir?
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2
Cockroaches have taken over my room! - My apologies, sir. We'll give you a new room and refund the value of your current room.
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3
Thank you. I want to continue to be able to recommend this hotel to others. - We always try to serve our guests in the most agreeable way possible.
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4
Conversation 2: I want to change rooms immediately, plus a refund for tonight. - I'm sorry, sir. Exactly what is the problem?
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5
I'm knee-deep in cockroaches! - I'm so sorry, sir. We'll give you a new room immediately, and give you a refund also.
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6
Thank you. I'm glad that this hotel strives to keep its reputation intact. - Sir, we always try to please our guests.
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7
Conversation 3: I'm quite upset! I want a new room and a refund for tonight. - Forgive me, sir, I haven't been told what the problem is.
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8
I'm about to be swept away by millions of cockroaches! - My apologies, sir. We'll transfer you to a new room at once and give you a full refund.
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9
Thank you. I didn't want to have to take this to court. - Sir, we never want a guest to stay here mad or unhappy.
