Hotel Complaints and Reservations
This video features various scenarios of guests making complaints and reservations at a hotel.
Complaints:
- A guest complains about a non-working TV remote in room 703.
- A guest in room 615 is disturbed by loud talking and elevator noise and requests a room change.
- A guest, Eliana Lauder, reports a faulty hot water system in room 402 and requests an early checkout.
Reservations:
- Emma Lopez requests to change her check-in date from Thursday to Saturday, but is told that her original room is not available. She is offered an upgrade to a Deluxe room.
- William Smith arrives at the hotel, but his reservation cannot be found. He realizes he booked the wrong hotel, the Rose Hotel.
| Term | Definition | Example Usage |
|---|---|---|
| Gut Feeling | A instinctive or intuitive sense about something, often without rational justification. | “I have a feeling that something is going to happen today, why do you think that?” |
| Complaint | A formal or informal expression of dissatisfaction or discontent. | “My TV remote is not working, could you please describe your problem in detail?” |
| Inconvenience | A situation or event that causes trouble or discomfort. | “I’m sorry for the inconvenience, I will send the technician up to you right away.” |
| Disturbing | Causing discomfort, annoyance, or unease. | “The noise of the elevator moving is also annoying me, it’s very disturbing to me.” |
| Solution | A method or answer to a problem or difficulty. | “I didn’t pay my money to put up with all this noise, I want to speak to the manager to find a solution.” |
| Troubleshoot | To identify and solve a problem or difficulty. | “I turned it up but it still doesn’t work, may I have your name and room number please?” |
| Check-in | The act of arriving at a hotel or other accommodation and registering as a guest. | “Hi, I made a reservation at the hotel on Thursday but now I want to change the check-in date to Saturday.” |
| Upgrade | To improve or enhance something, often by making changes or additions. | “I suggest you upgrade your room to a deluxe room, it’s a solution I would like to offer you.” |
| Reservation | A booking or arrangement made in advance for a room, table, or other service. | “I booked a room, may I have your name please?” |
| Confirmation | The act of verifying or confirming the accuracy of something. | “Let me confirm if the information is correct, right but now I want to change the check-in time.” |
Here is a 5-question multiple-choice vocabulary quiz in HTML format based on the provided text:
Vocabulary Quiz
-
What does the phrase “gut feeling” mean?
- a logical conclusion
- a strong emotional response
- an intuition or instinct
- a scientific fact
-
What does the word “inconvenience” mean?
- a pleasant experience
- a minor problem or annoyance
- a serious issue
- a long-term solution
-
What does the phrase “put up with” mean?
- to tolerate or accept something unpleasant
- to refuse or reject something
- to enjoy or appreciate something
- to ignore or disregard something
-
What does the word “fully booked” mean?
- having some available rooms
- having all rooms reserved or occupied
- having a few rooms available
- having no rooms available
-
What does the word “incentives” mean?
- rewards or benefits
- penalties or punishments
- rules or regulations
- obstacles or challenges
Note: The correct answers are:
* q1: c) an intuition or instinct
* q2: b) a minor problem or annoyance
* q3: a) to tolerate or accept something unpleasant
* q4: b) having all rooms reserved or occupied
* q5: a) rewards or benefits
**Grammar Explanation:**
The dialogue in the provided text showcases various language functions and grammar structures commonly used in complaint and problem-solving scenarios. Here are some key grammar points to focus on:
1. **Present Perfect Tense**: Used to describe past actions that have a connection to the present, e.g., “I haven’t been able to use the control since last night.”
2. **Modal Verbs**: Expressing degrees of obligation, permission, and possibility, e.g., “I want to change the room immediately,” “You can give me another room on Saturday.”
3. **Passive Voice**: Used to emphasize the action rather than the doer, e.g., “The staff of the hotel did not move the furniture,” “The room will be checked and cleaned.”
4. **Conditional Sentences**: Expressing hypothetical situations and their consequences, e.g., “If so, there’s no need to book that specific room.”
5. **Polite Language and Apologies**: Using phrases like “I’m sorry for the inconvenience” and “I apologize for the bad experience” to show empathy and regret.
**5-Question Quiz:**
Choose the correct answer for each question.
1. What is the main problem with the TV remote in room 703?
a) The batteries are dead.
b) It’s not working, and the guest has to press the button manually.
c) It’s lost.
2. Why can’t the hotel staff immediately provide a new room for the guest in room 615?
a) Because the staff is busy.
b) Because there are no available rooms.
c) Because the guest is being rude.
3. What is the solution offered to Emma, who wants to change her check-in date?
a) Upgrading to a Deluxe room.
b) Canceling her reservation.
c) Waiting until Thursday to check in.
4. What is included in the Deluxe room package?
a) Free breakfast and laundry.
b) Free spa services and a swimming pool.
c) All of the above.
5. Why can’t the receptionist find William Smith’s reservation?
a) Because he booked the wrong hotel.
b) Because he didn’t make a reservation.
c) Because the receptionist is incompetent.
**Answer Key:**
1. b) It’s not working, and the guest has to press the button manually.
2. b) Because there are no available rooms.
3. a) Upgrading to a Deluxe room.
4. c) All of the above.
5. a) Because he booked the wrong hotel.
