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1. Key Phrases:

I made a reservation for myself

We are here for the conference.

Fill in these forms with your passport numbers.

Let me check the details of your reservation.

The hotel is completely full because of the conference.

I don’t have any choice.

Can I ask you to fill in these forms with your passport number?

I’ve stayed in the worst hotel

Do you have premium class rooms?

Are there any rooms available?

What dates did you book rooms for?

We booked two premium class rooms.

You are staying for the conference from the 5th to the 8th of February

All the rooms are booked

There are two king size beds

We have a room on the fourth floor.

How much is it?

I’m afraid I have a small problem.

We’ll organize for your bags to be taken to your rooms.

2. Vocabulary to the text

to stay in a hotel

to suggest a solution

to be unhappy with the stay in a hotel

to make a reservation

to share one room

to ask for extra blankets

to expect better service

to offer good services to customers


3. Internet Research. Search for the key words hotel complaints to read more problems. Choose one complaint to tell your group about it.

4. Discussion:

Do you ever stay in hotels? Discuss the questions with a partner.

1 Which are the best and the worst hotels that you have stayed in? Why?

5. Listen to the conversations for gist.

6. Check your answers.

Conversation 1.

A. Good evening.

B. Hello? My name is Schmidt. I have a reservation.

A. Just a minute, Mr. Schmidt. No, I’m ----------------------------..There is no reservation in that name.

B. Are you sure?

A. Yes, I’m --------------------so.

B. Oh dear. That’s strange. My ------------------------ doesn’t normally make these mistakes.

A. Well, I don’t --------------------------. We do have a room. A------------------- on the fourth --------------

B. Oh good. ------------------- ------------------ is it?

A. 190 euros.

B. That’s fine.

A. Can I see your----------------- -----------------, please?

B. Yeah. Here you are.

A. Thank you. Have ------------ --------------------- --------------------.

Conversation 2.

A. Good afternoon. I have a ------------. . Just a minute. Here are the ---------------------.

B. Thank you. Oh, I’m sorry, I have the ------------------ -----------------.

A. What?

B. That’s the Continental. The Holiday Inn is ------------- ------------------ ---------

A. Oh, how embarrassing!

B. Don’t worry. You are not the first person to -------------- ------------------ -----------.

A. Right. Oh well. Thanks very much. Bye.

B. Goodbye.

Conversation 3.

A. Well goodbye then.

B. Just one moment, sir. What about -------------- --------------?

A. What’s that?

B. The bill, sir?

A. Oh dear. You normally ------------ my company directly.

B. Oh? I’m sorry, but I -------------- ------------------ those instructions.

A. Oh, right. Well, never mind American express or Visa?

B. Either. We ----------- both.

A. Here you are then.

B. Thank you. Can --------- ----------------- here, please.

A. There we are.

B. -------------- ---------------, sir. I’m sorry about that.

A. Oh----------- -----------. It’s not your fault.

B. Have a ------------ -------------. Goodbye.

A. Goodbye.


7. Practice the conversation with a partner.


7. Listen to the dialogue to answer the questions. Jan Van der Vaart organized this year's sales conference at the recently restored Panorama Hotel in Sicily. He is checking in with a number of colleagues. Listen and answer the questions.

1 How many premium class rooms did Mr. Van der Vaart book?

2 What dates did he book the rooms for?

3 Are there any more rooms available?

4 What solution does the receptionist suggest?

8. Discussion

1 What do you think of the solution that was suggested?

2 What other solutions could the receptionist suggest?

3 What do you think Mr Van der Vaart should do?

7. Mr Van der Vaart was unhappy with his stay at the Panorama Hotel. Read his letter of complaint to the manager. What six complaints does he make?

Mr Van der Vaart Sales Manager Electronics RDC

Mr. Lando Sales Manager

Hotel Manager Eindhoven

Panorama Hotel Holland

Via Umberto


February 10th 2008

Dear Mr. Lando,

I am writing in relation to the marketing conference that my company held at your hotel from 5th to 8th of February this year.

When we arrived at the hotel the receptionist told us there were only eight rooms available. There were nine people from Electronics RDC attending the conference and so two of my colleagues had to share one room. This was very inconvenient.

Also, some of my colleagues complained that the hotel was too noisy for them at night. There was a lot of noise and this stopped them from sleeping. At the conference they felt tired and sleepy. Other colleagues said there was a strong smell of smoke in their rooms which was not very nice. Some of the rooms were too cold and my colleagues were not able to turn the heating up. They had to ask for extra blankets to keep warm.

The conference centre was also too far away from the hotel. In the other Panorama hotels we have used, the conference facilities were in the hotel. In yours we had to get a bus down the coast to the conference centre and this wasted a lot of time.

When we checked out of the hotel we noticed that the price on

display for the premium class rooms was cheaper than the price

we paid when we booked online. This is unacceptable. Electronics ;

RDC use Panorama hotels regularly. We are Gold Class members

and expect better service than this. i

I expect a reply from you within ten days. Yours sincerely, Mr Van der Vaart.

9. Speaking.

Talk about three facilities or services which your ideal hotel could offer to its customers in a few sentences.


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