HW9 Cathy Grace has just checked in Hyatt in Shanghai. She is complaining about poor service to the front desk on the telephone. Mary, the receptionist on duty, answers the phone. C: May I speak to the hotel manager? M: Hi, this is Mary, the receptionist. How can I help you? C: My name is Cathy Grace. I'm calling to complain about . I have just check in, and I promise you this would be the last time for me live in your hotel! M: I'm sorry to hear that. May I know exactly about what troubles you? C: The room is a mess. Dirty bathroom, broken shower, and the air conditioner that doesn't work. It's over 38 degrees outside and the heat is killing me. M: Ms. Grace, I apologize for what has happened. May I have your room number, please? C: Room 1207. M: I'm really sorry. It's and we are having a tough day. I will send a chambermaid to clear your room at once. And the repairman will check the air conditioner immediately. C: How long will it take? You know I've just had a long flight. I need to have a good rest. M: Would you like to in the lounge bar and enjoy some free snacks and drink. The cleaning and repairing are supposed to be finished in less than 10 minutes. C: Ok, thank you for your help. Please ask them to hurry up. M: Sorry for the inconvenience again. Hope you’ll have a good stay in our hotel. ( 20 minutes later ) M: This is Mary of the Front Desk. Ms Grace, may I ask that is everything ok now? C: Yes, the room attendant has cleaned the room thoroughly. The shower has been repaired, and the air conditioner is working fine. Everything is . M: Glad to hear that. C: Thank you for your help. M: That’s my pleasure. Hope you’ll have a good stay in our hotel. A. B. C. D. E.