Listening

Listen to the following dialogues and try to repeat.

Reading

Read the following dialogue and try to get the useful expressions.

Dialogue 1:

Complaining about a noisy room

Receptionist:  Good morning. What can I do for you?

 Guest:  I'm Lynn White. I'm staying in Room 702. Can you change the room for me?

 Receptionist:  What's the matter?

 Guest:  It's too noisy. The noise from the construction site keeps bothering me. I could hardly go to sleep last night. I can't stand it.

 Receptionist:  I'm terribly sorry to hear that, Ms. White. I do apologize. Let me see if we can find you a quieter room. Would you mind waiting for a while?

 Guest:  Of course not.

 Receptionist:  I'll check and see if  there is aroom available. Ah, here is a vacant room, a soundproof room. It's spacious and cozy. But it is three floors higher up. Do you mind, Ms. White?

 Guest:  No, not at all. I'm sure I'll have a good rest there.

 Receptionist:  OK, I'll send a bellboy to help you with your luggage if you are ready to move now.

 Guest:  That's fine.

 Receptionist:  Well, Ms. White, please remember to bring your key card down to the reception desk so that I can change the room for you.

 Guest:  Yes. I will. It’s very kind of you. Thank you very much.

 Receptionist:  It's my pleasure.

Dialogue 2:

Complaining about the restaurant service

Guest:  Excuse me.

 Attendant:  Yes, madam, how may I help you?

 Guest:  Could you turn up the air-conditioner? It's freezing here. The air vent is right behind me and is blowing right on my back.

 Attendant:  I see. I will go and see if we can turn up the air- conditioner, is that alright?

 Guest:  Yeah, please hurry up!

 Attendant:  Madam, I just set a higher degree. It will be warm in a moment.

 Guest:  Great, thanks for your help. By the way, I'd asked for my grilled mutton to be well-done, but it's rare.

 Attendant:  I'm terribly sorry, madam. I do apologize for what has happened. Shall I get another one for you now? It'll be certainly on the house.

 Guest:  That sounds good.

 Attendant:  Glad to be of  your service.

Dialogue 3:

Complaining about the room service

Guest:  Could I see the manager, please? I have a complaint.

 Manager:  Can I help you, madam?

 Guest:  Yes. Did you have this room checked before I moved in? There's not a scrap of  lavatory paper and the toilet doesn't flush properly, the water doesn’t run away in the shower and I need a pillow for sleep.

 Manager:  I'm extremely sorry to hear that. I'll attend to it right away. The room attendant usually checks every room before new guests move in. We have been extremely busy with a large conference.

 Guest:  That's not a reasonable excuse. One doesn't expect this sort of thing to happen in such a hotel.

 Manager:  No, madam. I do apologize. It's really unusual. We do try to check the rooms as thoroughly as possible. Is there anything else that I could do for you?

 Guest: Well, your air-conditioner doesn't seem to be working well. It's as hot as hell up there.

 Manager:  I'll fix the regulator for you and you'll find it cool in a short time. I'll also send someone right away to repair the toilet and the shower.

Dialogue 4:

Handling a complaint

 Assistant Manager:  Good evening, sir. I’m the Assistant Manager.

 Guest:  Good evening.

 Assistant Manager:  I'm afraid we've got a complaint about the noise from your neighbor across the corridor.  He's trying to get some sleep as he has an early start tomorrow. I'm sure you understand.

 Guest:  Oh, I see. I'm sorry about that.

 Assistant Manager: 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 eleven.

 Guest: 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.

 Assistant Manager:  I'm pleased to hear it. Shall I ask Room Service to bring you some champagne?

 Guest:  No, that won't be necessary. We were just about to pack up anyway.

 Assistant Manager:  Thank you, sir, and good night to you.

Useful Expressions