Question 19 - 21 refer to following conversation:

W-Am: Hello, I'm calling to follow up on a hotel stay I booked with your travel agency. I just came back from my trip to Prague, and I must say I'm disappointed. Your Web site said the Chester Hotel is in the heart of Prague, but it was actually a thirty-minute ride to the city center.

M-Au: Oh, I'm so sorry to hear that. I will definitely take a look at the description in our advertisement of the Chester Hotel and make sure it's not misleading.

W-Am: Yes, I really think that information needs to be changed. I spent over two hundred dollars in taxi fare getting into the city. Would you be able to pay me back for the extra transportation costs?

19. Why was the woman disappointed with a hotel?

W-Br: Pablo, I heard about your promotion. That's great news! When do you start your new position?

M-Cn: Thanks very much; I start on Monday. Things are a little busy at the moment, though, because my new office is on a different floor, and I have to move all my personal belongings there.

W-Br: I just took inventory of the office supplies, so if you need anything to help you pack, let me know.

M-Cn: That would actually be very helpful. I can't believe how many things I've accumulated over the years! Do you think I can get some cardboard boxes and tape?

1. What will the man do on Monday?

M-Cn: Hi, Ms. Santiago. It's Jim, your manager, calling. I just got an e-mail from Bergan Industries. Apparently the presentation you gave yesterday really impressed them, and now thanks to you they've decided to use us to supply all their paper products.

W-Am: That's great news! But I can't take all the credit. James Tanaka in our advertising department made the slides for my presentation. He's very creative.

M-Cn: I'm not surprised. Mr. Tanaka also did a wonderful job designing our catalog this year. Be sure to let him know that we appreciate his abilities.

W-Am: I'll do that. He's out of the office today, but I'll be sure to give him that feedback when I see him tomorrow.

W-Am: Hi Ri chard, I just saw the catering order for Satoshi Kato's retirement party next week.

M-Au: Yeah, the restaurant said they'd deliver the food around 11:45. That should give us plenty of time to set up for lunch.

W-Am: That's great, but um, have you ever met Mr. Kato?

M-Au: Oh, right! Of course. How could I forget that Mr. Kato doesn't eat meat? I'll call the restaurant later today to change the order, but I really have to finish this seating chart first.

W-Am: I can call the restaurant for you, so you can finish up here.

M-Au: That'd be great, thank you so much!

M-Au: Hi, Sunisa. I just finished the final cut of the TV commercial we produced for the Denton Company. Do you have time to take a look at it? I'd love to know what you think.

W-Br: To be honest, TV ads aren't really my specialty. Now... I know he's only been at our company for a few months, but Rashid has worked in television for years. And I think he's in his office right now.

M-Au: Oh? Well, I'll check with him. We're presenting this to the Denton Company on Thursday and I really want to make sure they're not disappointed.