【正确答案】 C

【答案解析】[解析] 19-21
W: Can I see your manager, please? I have a complaint.
M: Sorry, madam. He's on business. May I help you?
W: Yes. Did you have the room checked before offering it to me? There's not a scrap of paper in the toilet. What'sworse, the toilet doesn't flush. Can you imagine how disgusting it is?
M: I'm terribly sorry to hear this. I'll attend to it at once. (19) The housekeepers are supposed to check every roombefore new guest move in. It's their responsibility.
W: So why is the room in such a mess?
M: (20) We have been extremely busy with a big conference...
W: I can't take it as an excuse. I have been asking for an extra pillow since I got here. Where is it?
M: I do apologize for the inconveniences.
W: That's no way to mna hotel. I don't expect this sort of thing in a well-run hotel.
M: I'm extremely sorry. It's most unusual. We do try to check the rooms as soon as possible so as to make every guestat home. (21) One pillowy I'll take it to your room in person right now. What else do you need?
W: Well, the air-conditioner is not working properly. It's as hot as hell up there.
M: I'll adjust that for you and I can guarantee you'll find it cooler in a short time. And I'll send someone to check thetoilet at once.
W: I suggest you carry these out in no time.
M: I'll see to it myself. I'm extremely sorry for all the trouble.

According to the man, who is to blame for the complaint?

问题中的关键信息提示词是blame，complaint。对话中，女士投诉房间杂乱，男士解释道，房间清理员负责整理房间，这是他们的责任。

【正确答案】 A

【答案解析】[解析]
What is the man's excuse for the messy room?

问题中的关键信息提示词是excuse，messy room。根据对话，男士表示最近宾馆在举行大型会议，比较忙，所以会出现房间未整理的问题。

【正确答案】 B

【答案解析】[解析]
What will the man do at once?

问题中的关键信息提示词是do，at once。在对话的最后，男士表示会立即亲自送枕头到女士的房间。