R: Hello, this is Lotus hotel, May speaking. How may I assist you?

Sally: Hi, I reserved a room in your hotel, but now, I want to cancel it. Is it ok ?

R: I’m very sorry to hear that. May I have your name and your reservation
number?

Sally: I’m Sally, the number is HB136.

R: That’s a reservation for Sally Menkel. Is that right?

Sally: Yes, that’s right.

R: Mrs. Sally, I found the reservation, would you mind if I asked some questions
to confirm the information ?

Sally: No, go ahead.

R: Could you tell me the arrival date ?

Sally: It’s from the 2nd to the 4th of November, for 3 nights.

R: And what kind of room did you book ?

Sally: A deluxe double with park view.

R: That’s correct, Mrs. Sally. And you also booked the pick-up service and a
table for the first evening, right ?

Sally: Yes.

R: If you don’t mind, tell me the reason why you can’t come to my hotel as your
plan, please.

Sally: Because my conference which I am going to attend is cancelled.

R: I see. Would you like to reschedule your staying

Sally: Oh, It’s hard for me to decide now. I will contact you later.

R: All right. Mrs. Sally, according to our policy, you cancel the reservation 25
hours before the check-in time, we have to charged you 50% of the roomrate and
the service you booked. That’s 200$. I hope you understand.
Sally: Oh, I understand

R: Your cancellation has been updated. Your email is sally04@gmail.com and

your bank account is 32425422. Is that right ?

Sally: Yes.

R: I ‘ve just send you an email for the confirmation. You pre-paid 400$, so 200$
will be return to your bank account with in 7 days after your confirmation.What
else may I assist you with ?

Sally: Nothing, thanks.

R: Don’t hesitate to contact us if you like to use our service in the future.
Goodbye and have a nice day.