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 ...

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?