answer: #Person1# wants to change rooms and a refund because of cockroaches. #Person2# does so.
documents: #Person1#: I want to change rooms immediately, plus a refund for tonight.
  #Person2#: I'm sorry, sir. Exactly what is the problem?
  #Person1#: I'm knee-deep in cockroaches!
  #Person2#: I'm so sorry, sir. We'll give you a new room immediately, and give you a refund also.
  #Person1#: Thank you. I'm glad that this hotel strives to keep its reputation intact.
  #Person2#: Sir, we always try to please our guests.