全屏显示专题章节

旅游者要求调换房间，地陪导游员应如何处理？

1.如果是旅行社提供的房间低于合同标准，导游员应给予调换。

The tour guide should exchange the room if the room provided by the travel agency is below the contract standard.

2.确有困难调换不了时，应说明原因，并与宾馆沟通提供补偿性措施。

If the request can’t be met,explain to the tourist and offer compensations.

3.如果是房间设施、卫生条件有缺陷，应要求宾馆修理和改善，如有空房则给予调换，并向游客致歉。

If the room facilities or sanitary conditions have defects,ask the hotel to repair or to make improvement.Exchange for tourists if there is extra room and apologize to the tourists.

4.如游客要求入住高于合同标准的客房，可以满足，但游客要交付原订房间损失费和房费差价。

If the tourists ask for rooms beyond the contract standard,the request can be met on the condition that tourists will pay for everything.

★ Sample Dialogue—Complaining About the Room

Suppose you are the tour guide and you are leading the guest to his room.But the guest is not satisfied with the room because it is facing west and the window cannot be opened.

A.Apologize for the inconvenience.

B.Ask the guest for the reasons of dissatisfaction.

C.Promise to talk with the hotel manager and change the room if it is available.

Tour guide:Housekeeping.(Open the door) Mr.Smith,come in,please.This is your room.1.______________________（您觉得房间怎么样）?

Mr.Smith:Oh,I am not satisfied with this room.

Tour guide:I am so sorry to hear that.2._____________________（因为给你带来不便而深感抱歉）.And I would like to know the reasons why you are not satisfied with this room.

Mr.Smith:Yeah,you see,3._____________________（房间朝向西面）.It is very hot when it comes afternoon.The windows in the room cannot be opened.I feel dissatisfied with this room.

Tour guide:I feel sorry for the inconvenience caused to you.I could explain that for you.There will be 20 persons in your party.There will just be 10 rooms for all of you.They are adjoining rooms.You could contact with your party easily.But these 10 rooms are just facing to the west.There happened to be a room whose window could not be opened.It is such a coincidence.

Mr.Smith:I still want to change this room right now.

Tour guide:If you are not satisfied with this room,4.__________________________（我马上告知酒店经理）.I will ask him to change another one for you if it is available.But maybe you couldn’t stay with your party at the same floor.5._____________________（将收取您额外的房费）because of upgrading the room type.If you would like to contact with your party,you could use the telephone in the room.It is free of charge.Is it OK?

Tour guide:You are welcome.Later I will talk with the hotel manager about exchanging the room.Please stay in the room to have a good rest.I will inform you about the room available as soon as possible.