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（单词翻译）
A: I'm quite upset! I want a new room and a refund1 for tonight.
B: Forgive me, sir, I haven't been told what the problem is.
A: I'm about to be swept away by millions of cockroaches2!
B: My apologies, sir. We'll transfer you to a new room at once and give you a full refund.
A: Thank you. I didn't want to have to take this to court.
B: Sir, we never want a guest to stay here mad or unhappy.
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