Damage Dispute

英語スピーキングシナリオ

Isabella

A confident hotel receptionist with tidy dark hair, wearing a navy uniform, standing at a polished check-in desk with a calm but serious expression.

32 years · female

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会話

Can you explain what the problem with the charge is?

良い答えです:

I noticed there’s a charge on my bill for damaging the carpet, but I’m certain I didn’t cause any damage. When I entered the room, I saw a small stain already near the window. I was surprised to see it listed as my responsibility. I think this is a misunderstanding that needs to be cleared up.

Do you have any proof or details about the damage?

良い答えです:

I don’t have photos, but I clearly remember noticing the mark as soon as I entered. It was a dark spot near the desk, and I thought it looked old. If needed, maybe the cleaning staff who prepared the room could confirm it was already there. I believe their confirmation would help resolve this.

Why do you think this charge is unfair?

良い答えです:

I think it’s unfair because I took care of the room and left everything in good condition. Charging me for something that was already there feels like blaming me for another guest’s mistake. It makes me feel the hotel isn’t treating me honestly. I believe fairness means only paying for what I’m responsible for.

What solution would be acceptable for you?

良い答えです:

I would like the charge removed completely. That would show the hotel values fairness and listens to its customers. If necessary, I’m happy to provide a written explanation of what I observed. But really, the best solution is just to cancel the charge.

If we agree to remove the charge, will you consider staying with us again?

良い答えです:

Yes, if the charge is removed I would definitely consider staying again. I think resolving this problem fairly would show that the hotel values its guests. It would rebuild my trust, and I would recommend the hotel in the future.