The room with the view

Take Carlos's part first, then Chloe's. Chloe is firm but never rude; Carlos is professional and apologetic. Keep her voice even on "I understand. But I paid for an ocean view." That calm tone is what gets results.

1. CarlosGood evening. How can I help you?
2. ChloeHi. I checked in an hour ago. Room 214. I'm afraid there's a problem.
3. CarlosI'm sorry to hear that. What's wrong with the room?
4. ChloeI booked an ocean view. My window looks straight at a construction site.
5. CarlosAh. The new parking garage. They usually stop at six.
6. ChloeIt's seven-thirty, and they're still drilling. And the shower only runs cold.
7. CarlosI'm very sorry. Honestly, the room looks nothing like the photos, does it?
8. ChloeNot even close. Is there another room available?
9. CarlosLet me check. Unfortunately, we're fully booked tonight. There's a conference.
10. ChloeI understand. But I paid for an ocean view. I have the email right here.
11. CarlosMay I see it? Hmm. Ocean view, king bed, fourth floor.
12. ChloeAnd 214 is on the second floor.
13. CarlosYou're right. It looks like our system mixed up two bookings.
14. ChloeSo someone else is in my room?
15. CarlosNo, your room is still empty. Room 418. It was never assigned.
16. ChloeOh, thank goodness. Can I move now?
17. CarlosOf course. And breakfast is on us for your whole stay, to make up for this.
18. ChloeThat's very kind. And does the shower in 418 have hot water?
19. CarlosI'll test it myself before you go up.