Sophia, a hotel receptionist, faces a problem with a difficult client. She tries to calm him and solve the issue. They talk about his complaint and possible solutions.
Vocabulary:
Complaint: A statement that something is wrong or not satisfactory.
Apologize: To say sorry for a mistake or problem.
Discount: A reduction in the usual price.
Housekeeping: The department that cleans hotel rooms.
Feedback: Information about how good or bad something is.
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