来源：广东省导游人员考评委员会《广东省2026年全国导游资格考试现场必读（英语）》。本文完整转载官方原文，如与官方文本有出入，以广东省导游人员考评委员会当年公告为准。
9. The local guide of a group just got to know, when he was going through the check-in formalities in the hotel, that some of the double rooms they reserved for the group had been replaced by triple rooms. How would you solve this problem if you were the local guide of the group?
(1) Lodging the tourists in triple rooms falls short of the requirements provided in the tour contract, so, if I were the local guide of the group, I must undertake the responsibility of changing them back to double rooms.
(2) First, I would take up the matter with the hotel management and request that they should try their best to spare enough double rooms for the group. If they were not able to help, I would try other hotels nearby.
(3) If all my efforts resulted in failure, I must make an apology to the tourists to seek their understanding, and promise them a suitable payment to make up the difference between the double and triple rooms so as to persuade them to make do with the triple rooms.
(4) For further compensation and apology, I could order a better meal for them or give them some souvenirs, and I should take care of them more attentively so that they would find satisfaction in being cordially treated.
9．地陪在为团队办理入住手续时才发现，原来预订的部分标准双人房被三人房取代。如果你是该团地陪，应如何处理？
答：（1）向客人提供的三人房，虽然床位没有减少，但实际是低于旅游协议中规定的双人房标准，地接社应负责予以调换；
（2）地陪应向酒店交涉，要求换回双人房，若本酒店没有，应考虑邻近酒店；
（3）如确有困难，则应向游客说明，请求谅解，并给予差额补偿；
（4）说服客人入住，并在事后给予物质补偿（如加酒水、加菜、送纪念品）和精神补偿（提供更为优质的服务）。
10. A foreign tourist requested that the tour guide should buy something for him and have it shipped to his country. What is the proper way for the tour guide to deal with his request?
In dealing with this kind of request from the tourists …
(1) The tour guide should first try to find an excuse to refuse tactfully.
(2) If it is hard to refuse at the insistent requests of the tourist, he should report the matter to his superior and ask for instructions.
(3) Then, he must get enough money from the tourist for purchase and shipping. When shipment is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates for future reference.
10．一名外国客人委托导游员购买物品并代其托运回国。导游员应如何处理这类要求？
答：（1）一般应该婉言拒绝；
（2）推托不了，要请示领导；
（3）认真办理受托事宜：向客人收取足够的货款和运费，购买并托运；事后将发票、托运单、托运费收据寄给客人；旅行社保存复印件，以备查验。
11. What can the tour guide do to prevent the tourists getting sick?
To ensure that the tourists will not get sick, the following precautions are necessary:
(1) When planning the sightseeing program for the group, the age and physical constitutions of the majority of the group members must be taken into account and margins of time must be left for relaxation as well as for sightseeing.
(2) Sometimes, the tour guide’s advice against drinking the unboiled tap water in the hotel rooms and buying food from street peddlers is necessary.
(3) In changeable weather, the tour guide should often announce weather forecasts for the next day so that the tourists may choose to dress themselves accordingly or bring an umbrella with them in a rainy day. At dry season, drinking more water and eating more fruit are also advisable.
11．导游人员应如何预防游客患病？
答：（1）导游人员要认真分析团队情况，据多数人的年龄、身体状况周密安排行程；要注意有张有弛；
（2）提醒游客注意饮食卫生，不喝生水、不洁的水；
（3）做好天气预报：根据天气变化提醒游客增减衣服或带雨具；干燥季节要提醒游客多喝水、多吃水果等。
12. A tourist group scheduled to arrive this morning is reported to be delayed till tomorrow before dinner, so the time of its stay in the local city will be shortened by one and a half days. What should the local guide do to cope with the change?
(1) In this case, the local guide must, first of all, notify people concerned to cancel the earlier arrangements of meals and hotel accommodations for today and…
(2) Reconfirm the reservations of meals and hotel accommodations for tomorrow and the transport tickets for the next destination.
(3) The sightseeing program for the group must also be altered accordingly. While the tourist resorts of less importance can be skipped over, those of major importance must be retained.
(4) If time is too short, priority must be given to the tourist resorts that are typical of the local features.
12．一个原定今天上午抵达的旅行团，因故改为明天晚饭前才抵达，行程缩短了一天半。在这种情况下，地陪应该怎样做？
答：（1）首先，地陪应通知有关接待单位退掉今日食宿；
（2）预订明天的食宿及交通；
（3）重新制订该团在当地的日程安排，尽量保留原定的主要游览项目；
（4）若时间太紧，应优先安排最具代表性和地方特色的旅游景点。
13. Sometimes a travel service would have no alternative but put a tourist group on an extra flight to leave ahead of schedule because there is a shortage of space on the regular flight. Under these circumstances, how can the local guide manage to get understandings from the tourists?
(1) In these circumstances, the local guide should first talk over the matter with the national guide and the tour escort and try to get cooperation and support from them.
(2) In the meantime, he should find out the persons of great influence in the group and try to talk them into consent.
(3) Then, he should honestly announce the real situation to the tourists and sincerely apologize for the change so as to ask for their forgiveness and understandings.
(4) For further apologies, a substantial compensation could be made if necessary.
(5) Besides, the local guide must make full use of the time to fulfill the scheduled sightseeing program.
13．因机票紧张，旅行社不得不安排旅行团乘坐加班机提早离开本地。在这种情况下，地陪怎样做才能使客人谅解？
答：（1）先争取全陪与领队的配合，取得一致意见；
（2）做好团中有影响力的游客的工作；
（3）如实向游客说明情况，诚恳道歉以求得谅解；
（4）适当给予物质补偿；
（5）利用有限时间，安排客人参观计划内的景点。
14. As the road to the tourist resort is impassable, a tourist group has to cancel its one-day tour to the attraction and this has made the tourists feel quite unhappy. How can the local guide solve this problem?
(1) The local guide must arrange another activity as a substitute.
(2) He should try his best to arouse people’s interest in the new arrangement with his eloquent and interesting speech.
(3) He should ask the national guide to report the matter to the tour organizer travel service for a final decision.
14．因道路不通，旅行团被迫取消前往某地的一天行程。客人非常沮丧，地陪应怎样处理？
答：（1）要安排另一活动替代；
（2）要以精彩的介绍、新奇的内容和最佳的安排激起游客的游兴；
（3）请全陪报告组团社并作出决定。
15. Supposing that, when you get to the train station, the tourist group you are to meet has been waiting there for a long time; the tourists are very unhappy about waiting and the tour escort also blame you for being late. What would you do in this case if you were the local guide of the group?
(1) In this case, I must make an apology to the tour escort, the national guide and all the tourists for my coming late.
(2) I must tell them the true reason why I was delayed and assure them of my sincerity to do a good job for the group.
(3) To make amends for my error, I should make full use of the time to fulfill the sightseeing program so as to get understandings from the tourists.
(4) And, if necessary, I should give them a substantial compensation.
15．当你抵达车站时，你要接的旅行团已在车站外等候多时，客人非常不高兴，领队也埋怨你漏接。作为地陪，你应如何处理？
答：（1）应及时向领队、全陪及客人赔礼道歉；
（2）实事求是地说明情况，表明自己要做好导游工作的诚意；
（3）采取弥补措施，圆满完成接待计划，取得游客的谅解；
（4）必要时，酌情给予游客一定的物质补偿。
16．A tourist in the group told you that he didn’t want to share a room with others and asked for a separate room for his own. How would you solve the problem?
(1) In this case I must first try to find out why the tourist made the request. If the reason is that the two room-mates were not getting along well because of their differences in opinions or in habits and customs, I would ask the tour escort to mediate between them or try to help them exchange rooms with somebody else in the group.
(2) If the tour escort failed to settle the problem, I can ask for an extra single room from the hotel provided it’s available. But, I must make it clear to that tourist beforehand that he should pay for it because the general rule is that the person who asks for should pay.
16．团队中有一客人提出，不愿与别人合住双人房，要求单独住宿。你将怎样合理处置？
答：（1）如该客人是因与同房游客闹矛盾或生活习惯不同而要求住单间，导游人员应请领队调解或在内部调整；
（2）若调解、调配不成而酒店又有空房，可满足其要求；但导游人员须事先说明，房费由游客自理（一般是谁提出住单间谁付房费）。
17. What must the tour guide do in case the group has failed to catch the flight?
In case the group has lost the flight, the tour guide must do the following:
(1) He must report the matter immediately to the leaders of his travel service to ask for help.
(2) He must consult the airline and try to arrange another flight for the group to leave at an earliest possible time.
(3) He must have the meals, hotel accommodations and sightseeing well arranged for the tourists while they are detained so as to relieve them from anxiety.
(4) Then, he must inform the travel service in the next destination city so that they may alter the tour program for the group accordingly.
(5) And, of course, he must make an apology to the tourists for the mishap.
(6) Finally, he must write out a report to find out the cause of the event and to ascertain where the responsibility lies so that the wrong-doer should answer for the losses incurred.
17．一旦旅行团发生误机事故，导游人员应如何处理？
答：（1）导游人员应立即向旅行社领导及有关部门报告,请求协助；
（2）尽快与机场联系，安排游客尽快离开本站；
（3）稳定游客的情绪，安排好食宿、游览等事宜；
（4）及时通知下一站，对日程作相应的调整；
（5）向游客赔礼道歉；
（6）写出事故报告，查清事故原因和责任，责任者应承担经济损失。
本稿说明（本站整理，非官方内容）
特殊问题处理问答共 40 题，本篇是第 9 至 17 题。应变题的评分看处理顺序：核实情况、安抚游客、报告协调、书面记录，四步说全比堆词更容易拿分。