A: I want to change rooms. In fact, I want a refund for tonight!
B: And the problem is, sir?
A: Cockroaches have taken over my room!
B: My apologies, sir. We'll give you a new room and refund the value of your current room.
A: Thank you. I want to continue to be able to recommend this hotel to others.
B: We always try to serve our guests in the most agreeable way possible.
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