18. Disputing the Bill

1. Repeat

A: My amenities bill says that I owe $10 for a movie, but I never ordered one.

B: Let's see. It says that you were charged Monday at 9:00 p.m. for the movie "Titanic."

A: That's absolutely wrong! I was out exploring the city Monday night.

B: Okay, let me see what I can do.

A: Thank you. I didn't think it would be this simple.

B: I can take the $10 off your bill, but I need to charge you $2 for the service.

A: Are you serious? I have to pay $2 for a movie I never watched?

B: Unfortunately, sir, it's how the computer is programmed.

A: This is outrageous! I'm never coming back to this hotel again!

B: I'm sorry, sir. Perhaps you'd like to write a letter to headquarters.


2. Repeat


A: I just discovered that I owe $10 for a movie that I never ordered.

B: Let me check, sir. You were charged for watching "Titanic" Monday night.

A: That is absolutely incorrect! I was out on the town Monday night.

B: Okay, sir, bear with me a moment.

A: Thank you for taking my word over the computer's word.

B: One slight problem, sir. I need to charge you $2 to remove this error from your file.

A: You can't be serious. You're making me pay $2 for a movie I never watched?

B: I feel your pain, sir.

A: Absolutely unbelievable! You people should be ashamed of yourselves.

B: I agree with you, sir, but all I do is work here.


3. Repeat


A: You guys are charging me $10 for a movie that I never ordered or saw.

B: Let's see, sir. According to your file, you watched "Titanic" Monday evening.

A: The wrong information is in my file. I was at a concert Monday night.

B: Well, your word overrules the file, sir. One moment, please.

A: I knew you'd see it my way.

B: Sir, I deleted the $10, but I had to add a $2 service charge to your bill.

A: Am I in the Twilight Zone? You're charging me for a movie I never saw?

B: Please don't blame me, sir. Blame the computer programmer.

A: This is highway robbery. I've got a good mind to call the police!

B: If it makes you feel any better, other guests feel the same way.


4. Repeat


A: Why am I being charged $10 for a movie that I never ordered?

B: Sir, according to your file, you spent Monday evening watching "Titanic."

A: The file is wrong. I was at a great concert that night.

B: Well, this wouldn't be the first time that a file was wrong. Just a moment, please.

A: Thank you for taking care of it so quickly.

B: Sir, when I deleted the $10, the program automatically added a $2 service charge.

A: You can't do that! You can't charge me for a mistake that you made!

B: Sometimes you can't win for losing, sir.

A: Now I've seen it all! What a rip-off this place is!

B: I don't blame you, sir. Two dollars is a lot of money.


5. Repeat


A: I need to know why I'm being charged $10 for a movie that I never ordered.

B: Hmm. Your file shows that you watched "Titanic" Monday night.

A: Monday night? Monday night I was at a great concert.

B: Well, as they say, garbage in, garbage out. Let me correct this error, please.

A: Thank you. It's very nice when problems can be solved quickly.

B: When I deleted the $10, the computer automatically added a $2 service charge.

A: Are you crazy? You made the mistake and now you're charging me for your mistake?

B: Sir, if it makes you feel any better, the $2 service fee used to be $5.

A: Why don't you just stick a gun in my ribs and take everything I have?

B: Unfortunately, sir, you'll have to pay the $2, whether you like it or not.


Practice the Conversations of This Topic with Mike

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