[originaltext]M: Good afternoon, Ms Webber. It’s nice to meet you again. Please

M: Good afternoon, Ms Webber. It’s nice to meet you again. Please take a seat. What can I do for you?
W: Well, Mr Carter. We met last week when we held our two-day conference at the hotel. And you’re the conference manager at the hotel, according to the name card you gave me?
M: Yes, that’s right. Ms Webber. I trust everything went well for you and your colleagues.
W: Well, the conference itself was fine, but I want to meet you now because some of the arrangements made by the hotel weren’t up to the standard we’d expected from your hotel.
M: I’m very sorry to hear that. Could you tell me what the problems were?
W: Yes, certainly. The first two complaints were to do with the rooms. Twenty of us stayed in the hotel, and two people reported that their rooms weren’t ready for our arrival and hadn’t been cleaned properly. The first person found the bed hadn’t been made up and there weren’t any clean towels, so he had to wait while the room was made ready for him. That wasn’t a major problem, but considering other things weren’t done properly either, I felt I ought to tell you that I thought your standards had slipped and that we won’t be recommending any of our colleagues or other companies we work with to come to your hotel in the future.
M: I’m very sorry to hear that, of course. But can you tell me what the other problems were so that we can improve the standard of service?
W: The second person complained that a full ashtray had been left in her room, even though she’ d been led to believe there was a non-smoking policy in the bedrooms, and the cups and saucers were dirty, and had just been left by the previous occupant of the room.
M: I can only apologise. The housekeeper should have checked that all the rooms had been cleaned properly and were ready before a guest was allowed to go into them.
W: The other thing, that was more major, as it affected us all, was the main dinner on the Thursday night.
M: What was the problem there?
W: It was a working evening, so we’d deliberately asked for the meal to be served at 7:30 so that we could continue with our discussions afterwards. We had drinks at 7 o’clock, then went to the restaurant at 7:30, expecting the meal to be served almost immediately. Everything was laid out for us, and it looked ready, but then we waited and waited—other colleagues kept asking the waiters what the problem was—in fact we never got an explanation, let alone an apology. As a result, we didn’t finish eating until 9:30, and we wasted a lot of time just waiting. The most annoying thing was that nobody seemed to be in charge—we should have been warned there was a problem.
M: I’m very sorry to hear all this. I should have been told about it by the kitchen manager, but this is the first time I’ve heard of the problem. I can only apologise on behalf of the hotel.
W: I don’t feel prepared to authorise payment of your bill, which has arrived very punctually. It’s a lot of money and we had expected a much better standard of service at your hotel.
M: Our staff are normally very reliable, and most of our customers enjoy their stay here, and in fact many of them return regularly. I’m afraid you’ve experienced some very bad luck, and I shall make a full investigation into what went wrong. Thank you very much for giving me so much feedback. I shall do my best to ensure it never happens again, to you or anyone else.
W: No, I certainly hope not.
M: As for the invoice you’ve been sent, please disregard it. I’ll have a new one made out, with a deduction of 10% because of the poor service you received here.
W: Well, that would make a difference, thank you, Mr Carter.
M: Thank you very much, Ms Webber, and I can only apologise on behalf of the hotel.
Question No. 1 Why did the woman want to meet Mr Carter, the conference manager?
Question No. 2 What did the woman complaint about first?
Question No. 3 Which of the following is NOT a problem in the woman’s complaint?
Question No. 4 What did the woman say about the main dinner on the Thursday night?
Question No. 5 What did Mr Carter offer to repair the problem?