HAPPY CUSTOMER: The porter will take care of your luggage, I'll ask housekeeping to inform me as soon as your room is ready, I've reserved a room at our partner hotel, Would you like a complimentary meal?, The customer is always right., ANGRY CUSTOMER: 'm afraid your room isn't ready yet, I'm really sorry, we're overbooked, We don't seem to have your reservation, I'm afraid we don't have a parking space tonight, We have a problem with your reservation,

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