How to reserve a hotel online?
The main feature of this method is the safety and efficiency. You can book a hotel room and, if it’s necessary, to cancel your order online.
All actions and reservation are held online and you do not need to contact a tour operator.
Step-by-step instructions on the hotel reservation process:
1. Selection of the hotel.
The hotel can be selected in two ways use the search forms. This way allows you to specify the most informative criteria for search;
select the country and the city from the left menu and then select the hotel from the list.
2. Reading the information on the hotel: the conditions of stay, reservation and cancellation. Eurogates gives you an opportunity to view all available room types and prices in any hotel in our reservation system in real time mode.
Each hotel remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates and availability) displayed on our website.
3. Selection a room type most suitable for you.
You have to click the button "Book" located in front of the selected room type.
4. Choosing a number of rooms.
You have to set a number of rooms to book in the proper field and click "Continue" to continue the booking process.
5. Selection a booking method.
6. Reservation confirmation.
To confirm the reservation you have to fill out the proper form.
After the last steps of the booking process you will see a confirmation page. Your booking is now confirmed.
You will receive an email confirmation on the email address provided during the reservation process.
When you make a reservation for a hotel via such system you need give all necessary information. This information is required to process, book and complete a reservation.
2. Complete the sentences.(Booking a Room)
- Hotel Beach House, can I ______ you?
- I'm phoning to ________a room.
- __________would you like to arrive?
- Tomorrow.
- How many nights are you going to __________?
- Two nights.
- What kind of room would you ________?
- A double room with a shower.
- Just a moment, I'll check. ... We have a nice room on the second _________.
- How ________is it?
- It's $25 per person and ________, breakfast included.
- That's a good price. I'd like to make a __________ for that room, please.
- Very well. May I have your ___________, please?
- Conners.
- Could you that, please?
- It's C-O-N-N-E-R-S.
- Thank you for your reservation. See you __________.
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3. Translate into English
Бронювання готелів.
Процес бронювання готелів полягає в тому, що подорожуючий, чи його/її довірена особа домовляється з адміністрацією готелю про те, що певний номер буде зарезервовано на його ім'я. Це, як правило, гарантує наявність кімнати на час прибуття.
При бронювання подорожуючий, як правило, повідомляє свої особисті дані. Більшість готелів теж вимагають кредитну картку як гарантію платоспроможності клієнта.
Подорожуючий може відмовитись від бронювання чи змінити дати прибуття-відбуття, заздалегідь попередивши готель про зміни своєї подорожі.
При відмові від бронювання, в залежності від правил готелю, подорожуючому можливо доведеться заплатити частку чи повну суму попередньо замовлених послуг.
Бронювати готелі можна безпосередньо чи через агенцію подорожей. З розвитком Інтернету, все більше набувають популярності онлайн системи бронювання готелів, які дають змогу легко чукати готелі по різноманітних критеріях, наприклад, таких як ціна, наявність телебачення, телефону, міні-бару, басейну тощо.
Є кілька способів забронювати номер або місце в готелі: письмовий, усний і через Інтернет. Поштою або за допомогою факсу клієнт надсилає до готелю лист-заявку. Таку саму заявку можна оформити й у готелі у відділі бронювання. На заявці організації, що бронює номер, обов'язково повинні бути наведені реквізити цієї організації (назва, адреса, телефон, факс, номер рахунку в банку).
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У будь-якому випадку заявка повинна містити такі відомості:
- кількість і категорії номерів;
- терміни проживання в готелі;
- прізвища приїжджаючих;
- форма оплати.
Спосіб бронювання через мережу Інтернет відкриває широкі можливості для готелів і клієнтів. При бронюванні через мережу Інтернет замовлення місць може бути здійснене у готелі, розташованому в іншому місті або навіть у іншій країні.
Замовити місце в готелі через комп'ютерну мережу можна по телефону. Диспетчер по комп'ютерній мережі зв'язується з готелем і з'ясовує можливість бронювання. Цей спосіб не дуже зручний, оскільки потрібно багато часу для з'ясування умов бронювання і розміщення.
Відповідно до правил надання готельних послуг у випадку запізнення споживача з нього стягується, крім плати за бронювання, також плата за фактичний простій номера, але не більш ніж за добу. При запізненні більш ніж на добу бронь анулюється.
Адміністрація готелю встановлює обумовлений розмір сплати за бронь. Звичайно з індивідуальних туристів беруть 50 % від тарифу номера або місця в номері. Для туристських груп передбачені знижки за бронювання, проживання і навіть деякі послуги. У середньому за бронювання місць для туристської групи береться оплата в розмірі 25 - 35% від тарифу.
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4. Choose a suitable answer
1. The most common method of making a guaranteed reservation is by:
ü credit or debit card.
ü prepayment.
ü advance deposit.
ü travel agent.
2. The average length of stay of guests at the Ultra Resort is six days. To avoid losing revenue from no-shows during peak season, the resort requires guests to pay room charges in full before their day of arrival. This type of reservation is best described as:
ü advance deposit.
ü prepayment.
ü MCO.
ü corporate.
3. Which of the following types of hotels is most likely to require payment in full prior to a guest’s day of arrival?
ü resort hotel
ü airport hotel
ü commercial hotel
ü convention hotel
4. As hotels approach full occupancy for a specific date, they will generally accept all of the following types of reservations except:
ü credit or debit card guaranteed reservations.
ü advance deposit guaranteed reservations.
ü non-guaranteed reservations.
ü corporate guaranteed reservations.
5. Mr. Barnes made a reservation at the Metro Hotel. He arrived at 9 P.M. only to find that the hotel was full. The room held for him was released for sale at 6 P.M. Which of the following types of reservations did Mr. Barnes make?
ü non-guaranteed reservation
ü credit or debit card guaranteed reservation
ü travel agent guaranteed reservation
ü corporate guaranteed reservation
5. Choose an appropriate word from the brackets
1. Your room hasn't been (clean/cleaned) yet.
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2. You can check (in/on) from 11:00 AM.
3. Check out (schedule/time) is 12:00 PM.
4. Let me know if you need anything else = Let me know if you (require/request) anything else
5. I can't (see/seem) to find your reservation.
6. Did you make your reservation (online/internet)?
7. Everything is in (good/order) = Everything is alright (= especially when talking about formal matters)
8. Do you have a restaurant on (promises/premises) ( = in or attached to the hotel)
9. We hope you (enjoy/please) your stay.
10. How long will you be (staying/stay)?
1. I'm sorry, we don't have any rooms (available/rentable) that weekend.
2. Would you like me to check another (date/schedule) for you?
3. I'm sorry, we're all- (books/booked) ( = we have no free rooms) because of a big conference.
4. I'll need to see your passport, or some other form of (identity/identification).
5. We don't have room (servants/service). ( = We don't bring food, etc. to your room)
6. The concierge will (show/carry) you to your room.
7. There's a (tiny/mini)-bar in every suite.
8. Let me know if I can be of further (assistance/assistant) = Let me know if there's anything else I can do to help
9. Before you arrive = (Prior/Previous) to your arrival
10. We also have a gym which you can use at your (dispersal/disposal).
11. A (concierge/counsellor) is someone who works at the reception desk.
12. I'll get one of the bellhops to take your (bags/baggage) to your room.
13. Someone (left/gave) a package for you.
14. If a room is "bigger", you can say it's "more (spacious/spatial).
15. I'll have to (console/consult) with the manager = I'll have to discuss it with the manager
16. To reserve a room = To (book/reservation) a room
17. I can't (warrantee/guarantee) (= promise) that the price won't go up.
18. We have really good weekend (deals/offerings) ( = special offers).
19. Would you like me to (request/call) you a taxi?
20. Breakfast is (inclusive/included) in your room rate.
21. The rate for that room is (slightly/lightly) ( = a little) higher.
22. I can (assist/assess) ( = help) you with this.
23. Is there a (trouble/problem) with your room?
24. Are you having (trouble/problem) opening the door?
25. We offer (washing/laundry) service for our guests.
26. This service is (given/provided) as part of your room rate.
27. Breakfast is not included in the price. You will have to pay (extra/money) for it.
28. We offer 24- (hour/hours) room service.
29. The word "amenities" refers to "comforts" or (conveniences/conventions). These may include a pool, a sauna, a restaurant, etc.
30. We have an (indoor/inside) pool for our guests.
6. Choose a suitable answer
1. Can someone bring my bags up to my room?
I'll get someone to do that right away.
I'll get the bags into your room.
Are you going to take the bags yourself?
2. Do you have valet parking?
Yes, I'll get someone to park your car.
Yes, you can park it in the parking lot around the corner.
No, we don't have free parking.
3. Can I stay an extra night?
$100 per night.
We don't accept credit cards.
I'm sorry, but we're all-booked for tonight.
4. Where can I get a taxi into the city?
Yes, you can get there by taxi.
I'll call you a cab/taxi.
It's not too expensive.
5. Can you give me a different room? This one is too small.
I'm sorry it's so small.
Yes, would you like to pay for the extra room by credit card?
I'm sorry but it's the biggest room we have available right now.
6. Is there a restaurant nearby?
There's a Chinese restaurant right across the street.
There are many good restaurants in our city.
Chinese food.
7. Can my guests stay in my room overnight?
Yes, but they have to register at the reception desk.
We have many international guests staying at our hotel.
Would you like to reserve a room for your guests?
8. I'd like a room for three nights.
How many nights will you be staying?
All of our rooms are non-smoking.
Would you like a room with one bed or two?
9. Can I pay cash?
No, we only accept cash.
That'll be $300 for four nights.
Of course.
10. I don't want my sheets changed every day.
There's a card you can put on your door handle to let the cleaning staff know.
Yes, it's part of room service.
The cleaning staff does that every day.
11. Can you get someone to clean my room?
Yes, I'll get someone to do that right away.
Yes, it was cleaned this morning.
Yes, all of our rooms are always clean.
12. Why was my credit card declined?
You can pay cash.
I don't know. You'll have to contact your bank to get that information.
No, we don't have free parking.
13. Where is breakfast served?
Breakfast is included.
We offer a breakfast buffet.
In the hotel restaurant.
14. Could you please confirm my reservation via (by) email?
Yes, I'll send you a confirmation email right away.
I'll give you our email address.
Please send us a confirmation right away.
15. We need some clean towels.
There is a shower in every room.
The cleaning staff will pick up the dirty towels when they clean the room.
I'll ask the cleaning staff to bring you some.
16. How much are the small bottles of brandy in the mini-bar?
I'll get more sent up right away.
They are $10 each.
There are 10 small bottles in each mini-bar.
17. I need to wake up at 7:00 AM.
I'll make sure you get a wake-up call at that time.
It's 8:30 PM
Would you like me to call you a taxi?
18. Do you accept MasterCard?
You can pay with your bank card as well.
Yes, we accept all major credit cards.
You can pay with a credit card.
19. How much is your cheapest double room?
For one person?
Right now our cheapest one is $200 per night.
Our double rooms are usually booked well in advance.
20. I reserved a room for Friday. I'd like to change that to Saturday.
OK, you will be leaving on Saturday?
I see that you've already made a reservation.
OK, let me check your reservation.
21. I'd like to file a complaint with the manager.
There's a conference in the hotel this weekend.
He's not around right now, but I'll have him call you as soon as possible.
The manager likes to complain, but he's a good person.
22. Hi, I have a reservation. My name is McAlister.
Spelling?
I don't know how to spell that.
OK. How do you spell your last name?
23. How do I get to your hotel from the airport?
Our shuttle bus runs until 11:00 PM
We have a shuttle bus that runs to and from the airport.
Public transportation is not very convenient here.
24. How far is your hotel from the train station?
We're about 2 kilometers away.
You can come by taxi.
The fact that we're located close to the train station makes us a very convenient choice.
25. I think the taxi driver cheated me!
You have to make sure that the taxi driver uses the meter.
The best way to get to the airport is by taxi.
Sometimes you have to wait a long time for a taxi to come.
26. Is it safe to walk alone around here?
Yes, we care about your safety.
Safety first!
Yes, this is a very safe neighborhood.
27. Where is the conference room?
It's on the second floor.
There is a conference this weekend.
Would you like a room?
28. How do I get to the conference room?
Take the elevator up to the second floor and turn right. You'll see the door marked "Conference Room."
Take the elevator up to the second floor and turn right. You'll see the door named "Conference Room."
Your room is on the third floor. You can take the elevator or the stairs.
29. Hmm... that's a little out of my price range.
Will you be paying by cash or credit card?
OK. Let's see if we can find you something more affordable.
OK. When will you be leaving?
30. Why do I have to leave my passport?
You have leave your passport at the reception desk.
Give me your passport, please.
It's hotel policy. All guests have to leave their passports at the reception desk for the duration of their stay.
7. Make up a dialogue between a guest and a receptionist using the given phrases (Check In)
| Front Desk Receptionist What name is the reservation under? How long will you be staying? Are you planning on checking out tomorrow? I'm afraid you can't check in until after 4:00 pm. What type of vehicle are you driving? Do you know the license plate number of your vehicle? Complimentary breakfast is served in the lobby between 8 and 10 am. I'll give you two room keys. The dining room is on the main floor at the end of the hall. The weight room and sauna are on the top floor. Just call the front desk if you need any extra towels or pillows. | Guest We have a reservation under Jill McMann. Do you have any vacancies? Is the hotel booked, or can we get a room for tonight? How do we get to our room from here? Is it okay to park out front? What time is the pool open until? What time is breakfast served at? Is it too early to check in? Can we get a wake-up call? When is check out time? |
8.Make up a dialogue between a guest and a receptionist using the given phrases (Check out)
| Front Desk Receptionist Are you ready to check out? What room were you in? How was your stay? Was everything satisfactory? Will you be putting this on your card? And how will you be paying for this? Would you like to speak to the hotel manager on duty? I'll just need your room keys, please. Enjoy the rest of your holiday. Have a safe trip home. | Guest We're checking out of room 401. Sorry we're a bit late checking-out. I'm afraid we overslept/slept in. We really enjoyed our stay. We have a few complaints. We'll be back next time we're in town. |
9. Role-play: Hotel Guests
| You are travelling alone. You would like a single room. You would like to pay with cash. You will be staying 2 nights. You would like a wake-up call for 7:00 A.M. | You are travelling alone. You would like a single room. You would like to pay with cash. You will be staying 1 night. You would like a wake-up call for 7:30 A.M. | |
| You are travelling with your husband/wife. You would like a single room. You would like to pay with credit card. You will be staying 2 nights. You would like a wake-up call for 6:00 A.M. | You are with your brother. You would like a double room. You would like to pay with cash. You will be staying 2 nights. You would like a wake-up call for 6:00 A.M. | |
| You are travelling with two friends. You would like a double room. You would like to pay with credit card. You will be staying 1 night. You would like a wake-up call for 6:30 A.M. | You are travelling alone. You would like a single room. You would like to pay with credit card. You will be staying 4 nights. You don’t want a wake-up call. | |
| You are travelling with your family (3 kids and spouse). You would like a suite (or a double if there are no suites available). You would like to pay with credit card. You will be staying 2 nights. You don’t want a wake-up call | You are alone. You would like a suite. You would like to pay with cash. You will be staying 1 night. You would like a wake-up call for 7:00 A.M. |
| 10. Below is a mixed up conversation. Rearrange the conversation so that it makes sense. Also circle an F if the front desk is saying the line or a G if the guest is saying the line. F = Front Desk G = Guest | 
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| ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ ______ | (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) (F) (G) | Would you prefer a single or a double? 10 P.M.? Thanks. Oh! And can I get a wake-up call for 6:30 A.M. And how about a restaurant? Great. What time does the restaurants close? It’s $145.00 a night. How many nights will you be staying? It’s D-A-V-I-E-S. I’d like a room, please? Great. I’ll pay with VISA then. What time is checkout? And how do you spell that, sir? So that’s D-A-V-I-E-S. How would you like to pay for the room? Do you take VISA? There are restaurants on the 1st and 3rd floor and there’s a café next to the lobby. Yes, we do. We take VISA, Mastercard, and American Express. A double, please. How much is that? Checkout is at 10 o’clock. Your room number is 505. Is there anything else you would like to know? Yes, there is. It’s on the 2nd floor. But you have to bring the towel from your room. OK. One night comes to $145.00 plus tax. May I have your name please? Is there a pool here? Welcome to the Beachside Inn. How may I help you? They both close at 10:00 P.M. Sure. No problem. Wake-up call for 6:30 A.M. Enjoy your stay. Just tonight. It’s Davies. Robertson Davies. |
11. Choose the correct QUESTION for the given ANSWER. What did the person ask to get this answer?
1) ANSWER: No, it's included in the price of the room.
QUESTION:
Do I have to pay for breakfast?
Where is my key?
Do I have to pay for the room at check in?
2) ANSWER: In the restaurant next to the reception desk.
QUESTION:
Is breakfast included in the price?
What time is breakfast served?
Where is breakfast served?
3) ANSWER: Between 7:00 AM and 10:00 AM.
QUESTION:
What time is breakfast served?
Where is breakfast served?
Is breakfast included in the price?
4) ANSWER: Yes, you can.
QUESTION:
Where is the kitchen?
Can I use the kitchen?
Is the restaurant open?
5) ANSWER: No, I'm sorry, we're full.
QUESTION:
Do you have any free rooms?
Can I use the kitchen?
What time is breakfast served?
6) ANSWER: No, but each room has a ceiling fan.
QUESTION:
Where can I exchange money?
Does the room have air conditioning?
Is this service free?
7) ANSWER: There is a bank that's right outside the hotel to the right.
QUESTION:
Where can I exchange money?
Is breakfast included in the price?
What time is breakfast served?
8) ANSWER: You have to press "9" on your phone.
QUESTION:
Where can I exchange money?
How do I check my messages?
What time does the restaurant open?
9) ANSWER: Yes, you can leave them in the storage room next to the restaurant.
QUESTION:
Did you give me back my passport?
Can you call me a cab?
Can I leave my bags here?
10) ANSWER: No, not yet. Here it is.
QUESTION:
Did you give me back my passport?
Where is the kitchen??
Can I leave my bags here?
Written work
12. You booked a room in a hotel 3 days ago, but your plans changed suddenly. Write a letter to a hotel manager informing about it.
13. Describe the procedure of your cheching in and checking out in different hotels. Compare services in the hotels.
14. Describe the negative/positive experience of cheching in / checking out of your friend in a hotel.
Part 4
PROBLEMS AND THEIR SOLUTIONS
1. Enumerate all problems guests and hotel personnel can have in a hotel
2. Read the following rules of complaining at a hotel. Correct them or add some more if possible .
How to Complain at a Hotel
ü Get satisfaction when you have a valid complaint during your hotel stay
ü Even in the best hotels, things go wrong occasionally. Patience, persistence, and smile go a long way toward getting results when you have a valid complaint at a hotel.
ü Identify the Problem
ü Make sure you can explain the problem clearly and concisely. Don't exaggerate; be honest and tell it like it is. Get evidence if you can. A photo snapped with your cell phone can be a powerful image.
ü If it's just a small annoyance, consider letting it slide. Life is short, and that goes double when you're on vacation. Save yourself some stress by picking your battles, keeping your sense of humor and being flexible when faced with a minor issue you can live with.
ü Identify the Solution
ü Before you complain, figure out what your expectations for solution are. Do you need something fixed in your room? Need a new room assigned? What's your timetable?
ü Be realistic about compensation for problems. You shouldn't pay for services you didn't receive. But you are unlikely to have your entire stay comped because one thing was not working in your room.
ü One helpful approach is to tell the manager that you are not looking for compensation, you just wanted to let him/her know there is a problem so it can be addressed.
ü Time Your Complaint
ü Complain as soon as you know there is a problem. Don't wait until the next day or when you are checking out. Still, if there's a long line at the front desk and all the phones are ringing, you may want to delay until a quieter time so attention can be paid to your problem.
ü Complain in Person
ü Don't call the front desk with your problem. Go down in person and talk face to face. Explain the situation and let them know what your expectations are. Keep your story short and to the point.
ü Remain Calm
ü Be polite and calm. Even if you feel frustrated or angry, never raise your voice or lose your cool. A smile goes a long way toward helping people want to help you. Losing your temper will make the situation worse, and may even get you escorted out of the hotel. Tell your story once, without exaggeration or drama ("My whole trip is ruined!"), and what you'd like done about it, and wait for a response.
ü Find the Person With the Power
ü You should be able to determine fairly quickly if the person you are speaking to is willing and able to fix the problem. If not, ask for the manager on duty or GM (general manager). Calmly and candidly explain the situation to the manager and what you would like done. Let them know who else you've talked to and when.
ü Be Patient
ü In many cases, the situation can be resolved right away. Hotel staff are in the customer service business, and for the most part, they want you to be satisfied. Keep in mind that some problems are beyond their control, and some take time to fix. If you have a specific time frame (e.g., you have a dinner meeting and need to use that broken shower); ask them for a backup plan (use of a shower in another room or in the spa).
ü Be Persistent
ü If you are speaking to the right person (the one with the power to fix the problem), and they seem unwilling to do so, ask again, and then a third time. Remain polite and keep your cool, and be persistent in stating your need for a solution.
ü Be Flexible
ü If they can't offer the fix you requested, consider any alternate fixes they've offered with an open mind. Is it really going to ruin your entire vacation if you don't have a view of the pool as you imagined? Keep your sense of humor and focus on the positives.
ü Take It Home
ü It's best to resolve the problem when you are still at the hotel. If for some reason they can't fix the problem to your satisfaction while you are in the hotel, keep notes of what happened, who you talked to, when, and what was said. Once at home, you can dispute the charges with the credit card company (always pay with one) and write a letter to the General Manager of the hotel. You should expect a reply within a couple of weeks with an apology, a partial refund, or an invitation to return to the hotel at a reduced rate in the future. If the hotel is part of a chain, don't escalate your letter writing to the CEO unless you are unable to get a satisfactory response from the hotel staff.
ü Even if you have a complaint, remember: hotels (and the people who work in them) aren't perfect, and things go wrong more often than any of us would like. If you find a hotel that solves your problems efficiently, show them your appreciation by becoming a repeat customer.
3. All members of a hotel staff must be ready to deal with complaints—some of them genuine, some silly—politely but firmly. Here are some examples of the dialogues between hotel personnel and guests. Memorize the dialogues and act them out.
Dialogue 1
- Is that the Manager?
- Speaking. Can I be of any assistance?
- Could you speed up your switchboard a bit please? I booked a call to Brussels a good twenty minutes ago and I haven't had a reply yet.
- Well, perhaps they are rather busy at this time of the day. After all, we are an hour ahead of Belgium.
- I know that, but I could have dialed myself direct in no time at all.
- We do like to route the calls through the operator and then there can be no misunderstanding about the charges, I'm sure you understand.
- No, I suppose it would be difficult to check the cost of directly-dialed calls, but nevertheless I do have to put through an important call to Brussels.
- I'll get on to them myself and see what the delay is, then call you back as soon as I know anything.
Dialogue 2
- And what seems to be the trouble, sir?
- They don't want to let me into the nightclub.
- Well, I'm afraid there is an entrance charge, sir.
- But damn it all—I am a resident. It's ridiculous.
- I'm very sorry sir, but you see it is something of a special evening. Our guest star this evening is Sammy Davis Junior and I'm afraid that the tickets do cost 250 marks each. I could see if there are any left if you would like one. We generally try to keep a few back for the residents.
- Good Lord. That's nearly £35. No, on second thought, I don't think I'll bother. Could you have them send up a bottle of scotch to my room? I'll entertain myself instead.
- Very good sir. That was room 634, wasn't it?
Dialogue 3
- Good evening sir. I'm the Assistant Manager.
- How nice.
- Yes, I'm afraid we've had a complaint about the noise from your neighbour across the corridor. - He's trying to get some sleep as he has an early start tomorrow. I'm sure you understand.
- Oh, I see.
- Do you think it might be possible to ask your friends to be a little quieter? We do like to give our guests a chance of getting a good night's sleep. It is well after 11.
- Oh, I'm so sorry. I do apologize. I suppose we were talking rather loudly. It's just that we've signed a very important contract. We were having a bit of a celebration.
- I'm pleased to hear it. Shall I ask Room Service to bring you some coffee?
- No, that won't be necessary. We were just about to pack up anyway.
- Thank you, sir, and good night to you.
Dialogue 4
- Could I see the Manager please? I have a complaint.
- Can I help you, madam?
- Yes. Did you have this room checked before we moved in? There's not a sign of lavatory paper and the toilet doesn't flush properly, the water doesn't run away in the shower and I would like an extra pillow. What have you to say to that?
- I'm extremely sorry to hear that. I'll attend to it right away. The housekeeper usually checks every room before new guests move in. We have been extremely busy with a large conference attending the International Packaging Congress.
- That's no way to run a hotel. One doesn't expect this sort of thing in a well-run hotel.
- No, madam. I do apologize. It's unusual. We do try to check the rooms as thoroughly as possible. Just the one pillow, was it? Is there anything else?
- Well, your thermostatically-controlled air-conditioning doesn't seem to be working too well. It's as hot as hell up there.
- I'll just adjust the regulator for you and I think you'll find it a little cooler in a short time. I'll also send someone along right away to look at the toilet and shower.
Dialogue 5
- What in heaven's name happened to my baggage?
- Are you with Mr. Grey's party?
- Yeah, and my suitcases have disappeared. What are you going to do about it?
- You did put your cases outside the door by 8, did you sir?
- Yeah. Well, maybe it was a bit later, say about 9.30. We didn't get to bed till well after 3 a.m.
- I see. Well, the bellboys would have picked up the group's luggage just after eight and brought it down to the main entrance. You do remember putting the cases outside the door?
- Yeah, sure we did. Do you think we're nuts or something?
- I'll just check with the bellboy and see if he remembers collecting any baggage from outside room 369.
- Yeah. Two soft pig-skin suitcases with blue and white stickers on them. One of them had my movie equipment.
- The bellboy says there was nothing outside 369 except a pair of brown shoes which he had cleaned and returned about 9.20.
4. Make use of the ideas and the vocabulary of the above dialogues to prepare and act out similar dialogues of your own.
5. The following letters are taken from an actual incident between a London hotel and one of its guests.. The hotel ended up submitting the letters to the Sunday Times. Read them and give your idea.
Dear Maid, Please do not leave any more of those little bars of soap in my bathroom since I have brought my own bath-sized Imperial Leather. Please remove the six unopened little bars from the shelf under the medicine chest and another three in the shower soap dish. They are in my way. Thank you, S. Berman
Dear Room 635, I am not your regular maid. She will be back tomorrow, Thursday, from her day off. I took the 3 hotel soaps out of the shower soap dish as you requested. The 6 bars on your shelf I took out of your way and put on top of your Kleenex dispenser in case you should change your mind. This leaves only the 3 bars I left today which my instructions from the management are to leave 3 soaps daily. I hope this is satisfactory. Kathy, Relief Maid
Dear Maid I hope you are my regular maid. Apparently Kathy did not tell you about my note to her concerning the little bars of soap. When I got back to my room this evening, I found you had added 3 little Camays to the shelf under my medicine cabinet. I am going to be here in the hotel for two weeks and have brought my own bath-size Imperial Leather, so I won't need those 6 little Camays, which are on the shelf. They are in the way when shaving, brushing teeth etc. Please remove them. S. Berman
Dear Mr Berman, The assistant manager, Mr Kensedder, informed me this morning that you called him last evening and said you were unhappy with your maid service. I have assigned a new girl to your room. I hope you will accept my apologies for any past inconvenience. If you have any future complaints, please contact me so I can give it my personal attention. Call extension 1108 between 8AM and 5PM. Thank you. Elaine Carmen > Housekeeper
Dear Miss Carmen, It is impossible to contact you by phone since I leave the hotel for business at 7:45 AM and don't get back before 5:30 or 6.00 PM. That's the reason I called Mr Kensedder last night. You were already off duty. I only asked Mr Kensedder if he could do anything about those little bars of soap. The new maid you assigned me must have thought I was a new check in today, since she left another 3 bars of hotel soap in my medicine cabinet, along with her regular delivery of 3 bars on the bathroom shelf. In just 5 days here I have accumulated 24 little bars of soap. Why are you doing this to me? S. Berman
Dear Mr Berman, Your maid, Kathy, has been instructed to stop delivering soap to your room and to remove the extra soaps. If I can be of further assistance, please call extension 1108 between 8 AM and 5 PM. Thank you, Elaine Carmen, > Housekeeper
Dear Mr Kensedder, My bath-size Imperial Leather is missing. Every bar of soap was taken from my room, including my own bath-size Imperial Leather. I came in late last night and had to call the bellhop to bring me 4 little Cashmere Bouquets. S. Berman
Dear Mr Berman, I have informed our housekeeper, Elaine Carmen, of your soap problem. I cannot understand why there was no soap in your room since our maids are instructed to leave 3 bars of soap each time they service a room. The situation will be rectified immediately. Please accept my apologies for the inconvenience. Martin L. Kensedder Assistant Manager > > >
Dear Mrs Carmen, Who the hell left 54 little bars of Camay in my room? I came in last night and found 54 little bars of soap. I don't want 54 little bars of Camay. I want my one damn bar of bath-size Imperial Leather. Do you realise I have 54 bars of soap in here? All I want is my bath-size Imperial Leather. Please give me back my bath-size Imperial Leather. > > S. Berman
Dear Mr Berman, You complained of too much soap in your room, so I had them removed. Then you complained to Mr Kensedder that all your soap was missing, so I personally returned them. The 24 Camays which had been taken and the 3 Camays you are supposed to receive daily. I don't know anything about the 4 Cashmere Bouquets. Obviously your maid, Kathy, did not know I had returned your soaps, so she also brought 24 Camays plus the 3 daily Camays. I don't know where you got the idea this hotel issues bath-size Imperial Leather. I was able to locate some bath-size Ivory which I left in your room.
Elaine Carmen > Housekeeper > > >
Dear Mrs Carmen, Just a short note to bring you up-to-date on my latest soap inventory. As of today I possess:
* On the shelf under the medicine cabinet -18 Camay in 4 stacks of 4 and 1 stack of 2.
* On the Kleenex dispenser - 11 Camay in 2 stacks of 4 and 1stack of 3.
* On the bedroom dresser - 1 stack of 3 Cashmere Bouquet, 1 stack of 4 hotel-size Ivory, and 8 Camay in 2 stacks of 4.
* Inside the medicine cabinet - 14 Camay in 3 stacks of 4 and 1 stack of 2.
* In the shower soap dish - 6 Camay, very moist.
* On the northeast corner of the tub - 1 Cashmere Bouquet, slightly used.
* On the northwest corner of the tub - 6 Camays in 2 stacks of 3. Please ask Kathy when she services my room to make sure the stacks are neatly piled and dusted. Also, please advise her that stacks of more than 4 have a tendency to tip. May I suggest that my bedroom window sill is not in use and will make an excellent spot for future soap deliveries. One more item, I have purchased another bar of bath-size Imperial Leather, which I am keeping in the hotel vault in order to avoid further misunderstandings. > > S. Berman > > > >
6. Discuss in groups how you would handle the following people complaining in your hotel:
1. A drunk customer in the hotel restaurant complaining loudly about the slow service;
2. A guest who can’t speak your language very well complaining about the size of his/her room (you think);
3. An extremely rude and angry guest complaining about his/her bill when checking out;
4. A dinner guest who is part of a large and important wedding party complaining about the quality of food;
5. An elderly gentleman complaining about how many stairs he has to walk up to get to his room;
6. A foreign visitor to your country complaining about the weather.
7. Choose any situation from exercise 6 and make up a dialogue between a guest and a hotel worker.
8. The following extracts are from two different letters a letter of complaint and a letter of reply, but they have got mixed up. Put them in the right order to produce two correct letters.
- When one of my guests arrived the waiter sat her at the wrong table. Later. The same waiter spilt a few drops of red wine on another guest’s trousers. The final embarrassment was when the waiter presented the bill to one of my guests instead of me.
- As a token of our regret I enclose a voucher for an evening meal for two people and hope to welcome you personally in the near future.
- I am writing to complain about the service I recently received in your restaurant while on a business trip.
-
Your sincerely
Pierre Lancel
Restaurant Manager
 |
- Yours faithfully
Raimond Strang
Sales Manager
 |
- Dear Sir/Madam
- I have invited four clients to join me for lunch in your restaurant, where I expected to get the best service. Unfortunately I had a number of complains.
- I am afraid that we were experiencing staffing problems during this period and had an inexperienced waiter working in the restaurant. He has since left and we are happy to say that now we have fully qualified waiters serving our customers.
- I feel that this is not a professional service which I expect from a top restaurant and I now that you will wish to ensure that this not happen again.
- Dear Mr Strang
- I was very sorry to read about the problems which you experienced in our restaurant on your recent visit.
Letter of complaint
Letter of reply
9. Divide into pairs A and B. Choose one of these areas for complaint (or invent your own):
Dirty room
Bad/slow service
Noisy room
No bathroom
Bed too small
Rude staff
and act the conversation
A
You are the receptionist. You want to calm the guest down. Your tactics are a) to get the guest to say exactly what the problem is; b) to ‘buy’ time; and c) to offer something that is acceptable and possible.
B
You are the guest. You are extremely angry. Think about a) what exactly is wrong; b) what you expected; and c) what you want to happen.
10. Some questions are experiencing problems. Match each problem (1-14) with a suitable reply (a-n). Write the letters in the grid below
1.This towel is damp.
2.The pillowcase is stained.
3.The shower curtain is torn.
4.I wanted a newspaper in my room.
5.The room is dirty.
6.There’s a lot of noise on the telephone line.
7.The mirror is cracked.
8.I think the hairdryer is faulty.
9.The window is stuck.
10.My suitcase is still in my room.
11.The waste-paper basket is full.
12.This light bulb is too weak for reading.
13.The room is cold.
14.There is no ashtray in my room.
a) I’ll get the chambermaid to clean it.
b) I’ll have the heating turned up.
c) I’ll get someone to open it.
d) I’ll have it brought down.
e) I’ll fetch you a dry one.
f) If you tell me which one you read I’ll have it delivered.
g) I’ll get you a clean one.
i) I’ll have it replaced.
j) I’ll have one brought to your room.
k) I’ll have a new one put up.
l) I’ll have it checked.
m) I’ll call the operator and have it checked.
n) I’ll get someone to empty it.
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 |
11.Presentation 1.
What problems do guests have in their rooms? 
12.Presentation 2.
What kinds of problems do guests have with their amenities in the rooms? Do guests have problems with operating the TV or using the safe? Here are two jumbled explanations. What do you think the correct order is? There is more than one possibility.
| The TV | The safe | |
| - Press play on the remote control. | - Turn the dial quickly and the safe is locked. | |
| - Choose a film. | - Put your valuables in and close the door. | |
| - Sit back and enjoy the film. | - Remember this number: you will need it to open the door again. | |
| - You will see a list of films. | -Open the safe door. | |
| - Press OK on the remote control. | - Tap A, then tap a six digit number, then tap C. | |
| -First switch on the TV. | - On the front of the door you will see some letters and numbers. | |
| - Then press video on the remote control. |
Written work
13.Write your own letter of complaint to a hotel manager
14.You are the manager of The Country Village Hotel, and you must reply to the unhappy guests. You don’t want to make excuses but you know there were reasons why the things promised in the advertisement did not happen. Here are some notes for you to use:
PROBLEM
Swimming pool closed - essential maintenance due to damage to
pulp system
Incomplete restaurant service - head chef had to go to hospital suddenly
Noisy building work - building new recreation center (and this is
least busy time of the year)
Bad transport services - bus strike
15.Write a letter to one of the guests for the difficulties he/she had, and explain the reason of them. In your letter you can offer some compensation.
Follow this structure:
Paragraph 1: Thank writer for the letter. Make general apology.
Paragraph 2: Make specific apology and give explanation/reasons for each complaint.
Paragraph 3: Offer some compensation (if you want).
Paragraph 4: Repeat general apology and make closing remarks.
Here are some expressions which may be useful:
Thank you for…
I was sorry to hear…
I would like to explain…
I can assure you…
As a sigh of our concern, we would like to offer…
I hope…
Please accept…
Supplement 1
TOPICAL VOCABULARY
Types of hotels
Inn
Hotel
Motel
Hostel
Chalet
Albergo
Boatel/ botel
Condotel
Gasthous/ Gasthof
Youth hostel
Apartment hotel
All-suite hotel
Hotel garni
Boutique hotel
Beehide-style hotel
Budget hotel
Casino hotel
Motor hotel
Middle-of-the-road hotel
Commercial hotel
Resort hotel
Airport hotel
Congress hotel
Country house hotel
Extended-stay hotel
Luxury hotel
Resort hotel
RV park
Five/four/three-star hotel
Summer hotel
Tourist hotel
Townhouse hotel
Transit hotel
Discount hotel
Health spa
Guest house
Rooming house
Holiday village
Campground
Motor hotel
Motor inn
Motor lodge
Parador
Pousada
Ryokan
Bed and breakfast hotel (B&B)
Half board (HB)
Full board (FB)
Hotel tariff terms
American Plan
Bed and board
Bed and breakfast
Bermuda Plan
Continental Plan
Demi-pension
En pension
European Plan
Full-board
Modified American Plan
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