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You will hear a conversation between a hotel guest and a front desk representative. The guest is requesting a room upgrade due to an issue with their current room.

Guide & Tips about this part

Question 1 of 6

The room is too small

The air conditioning is not functioning properly

The view is unsatisfactory

The room temperature is too cold

Question 2 of 6

$25 per night

$75 per night

$50 per night

No additional cost

Question 3 of 6

By immediately offering a free upgrade

By suggesting maintenance check the issue

By offering a full refund

By denying any responsibility

Question 4 of 6

A complete waiver of upgrade fees

A fixed rate of $25 throughout the stay

Free upgrade for one night and reduced rate afterward

Moving to a different standard room

Question 5 of 6

It's a one-night stay

It's a multiple-night stay

It's a monthly booking

It's a day-use room only

Question 6 of 6

Immediate acceptance

Complete rejection

Hesitation due to cost

Anger at the suggestion