A: I'm quite upset! I want a new room and a refund for tonight. B: Forgive me, sir, I haven't been told what the problem is. A: I'm about to be swept away by millions of cockroaches! B: My apologies, sir. We'll transfer you to a new room at once and give you a full refund. A: Thank you. I didn't want to have to take this to court. B: Sir, we never want a guest to stay here mad or unhappy.
