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Read again and complete the summaries about the two people. Oliver Mason is a (1) who is really interested in (2) still (3)and it's the (4) in the world. It's in (5) from exploring, Oliver likes doing different (6)When he was in (7) volcano (8)His favourite one is Apart he tried Erica Reid loves (9)and she's very experienced. She spends her (10)holidays in places where she can swim in (11)When she was in (12)she swam with (13) which are the (14) fish in the world. She has recently made plans to visit (15) and swim with (16).

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dulikosha20051
dulikosha20051
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b.

thank you for your letter of 3 november. i am very sorry that there were problems during your stay with us in october. your letter was forwarded to me. it will take me a few days to look into this matter because i need to talk to all the members of staff who were involved. i will telephone you as soon as i can with my response.

i would like you to know that we are taking your complaint very seriously. you are a valued guest. if you are dissatisfied with our service, this gives us a chance to make any improvements necessary.

i will contact you if i need to know more from you to help me resolve this

matter.

thank you for being so patient.

yours

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