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Hotel staff, like all people in 1 industries, receive complaints and criticisms as well as compliments and commendations (称赞).Some 2 and criticisms are justified (正当的) and very constructive.They are good reminders (提示) of the 3 at which a hotel needs to make some changes to improve its service.Other complaints are just 4 of fastidious (挑剔的) and difficult personalities.People who make complaints and 5 can be friendly and reasonable as well as rude and abusive (恶语的).Regardless of their temperament (性格), the hotel 6 should always try to be cordial (友好的).

1.diamond ['daɪəmənd] n.钻石 3.beg [beg] v.请求

2.necklace ['neklɪs] n.项链 4.safe-deposit box 保险箱

Pair work.Role-play the following situation.

Student A:You have lost your gold earrings in the hotel.You are talking to the manager about them and want your earrings found.

Student B:You are the manager and handle the complaint.

29.2 Choose the correct noun or verb form of the given words in the table below.Use a dictionary to help, if necessary.

29.3 Complete the sentences with the nouns and verbs from Exercise 29.2.

1.Would you __________ fill in the __________ form, sir?

2.Could you tell me your date of arrival and date of __________, please?

3.Sorry, sir.We are fully booked.Can I put you on our waiting list and call you back in case we have a __________ later?

4.Unless the reservation is __________, rooms can be sold to other guests after 6 p.m.

5.There is a Southern Airlines __________ at 11:20 a.m.

6.How much does a deluxe single __________?

7.I do __________ for the inconvenience.

8.My __________, sir.If you need any help, do let us know.

A hotel guest had been trying to get the attention of a waitress in the hotel restaurant for ten minutes, but at last he got up from his chair and went to the front desk.“Please get me your manager,” said the man.“What for?” asked the receptionist.“I’ve got a complaint (投诉，疾病).” “Complaint?” answered the receptionist, “This is a hotel, not a hospital.”