answer: #Person2# from room 2012 asks #Person1# where #Person1#'s express laundry is. #Person1# apologies, promises a refund and will send the laundry 3 hours later.
documents: #Person1#: Room service. What can I do for you?
  #Person2#: This is room 2012. Where is my laundry? You promised to send to me this morning.
  #Person1#: Well, let me check for you. I am sorry, sir. They mistook your order as a normal one. Actualty it's an express laundry, is that right?
  #Person2#: Yes, I ordered the express service.
  #Person1#: Sir, we are terribly sorry for that. We will refund the charge and send your laundry to your room 3 hours later. Is that all right?
  #Person2#: That's fine.