Transcript Dealing with complaints in a hotel The room isn´t clean The

Dealing with complaints in a hotel
The room
isn´t clean
The
bathroom
is dirty
The shower doesn´t work
The noise
These people are in a hotel. They have some
problems with the service.
obviously hasn't been….
1. C: My room…
cleaned since
dirty the
the last guest. The carpet’s…….,
hasn´t been
unmade and the bathroom……..
bed's……,
touched.
There are
2. C: Our room isn't ready for us. ……, no
soap or toilet paper in the……..
bathroom
towels,….
should´ve been
R: I´m sorry madam. These things………..
ready for you
shower
3. C:Can you do something about the……
in my room?
It’s only running…….
cold water And the….light bulb
doesn´t work
in my bedside lamp …..
noise
awful can´t
4. The……in
302 next door is ……I
…..
something
sleep. Can you do ……….about
it?
Example 1
C: There is not toilet paper, the shower doesn´t
work.
R: These things should /∫ud/ have been ready for
you.
Example 2
C: The phone doesn´t work
R: It should have / ∫ud’av/ been checked.
You are on vacations in a very nice hotel but there are some things that
should have been done already but they haven't yet. Explain the problem
and say who should have done it.
Example : My room is dirty/ the maid… clean
Guest : My room is dirty. It hasn´t been cleaned yet.
Receptionist : The maid should have cleaned it already.
Complaints
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
The bedsheets are dirty/ the maid……changed.
The TV (not work)/the technician…. fixed
The shower isn´t working./ The plumber…. repair
My shoes are dirty/ The maid…. clean
My wine is closed /The waiter… open.
My luggage is not in my room/The porter… bring in
The waste paper basket is full / The housekeeper.. empty.
The carpet is dirty./The maid…. vacuum
No soap & towels are not clean/ The maid… replace.
My laundry is not here/The laundry woman… return.
Respuestas correctas
1. The sheets are dirty. They haven't been changed. The maid should
have changed them.
2. The TV doesn't work. The technician hasn't fixed it yet. He should
have fixed it already
3. The shower isn't working./ The plumber hasn't repaired it. He should
have done it.
4. My shoes are dirty. The maid hasn't cleaned them yet . She should
have cleaned them.
5. My wine is closed /The waiter hasn't opened it yet. He should have
opened it already.
6. My luggage is not in my room/The porter hasn't brought it in yet. He
should have brought it in already.
7. The waste paper is full / The housekeeper has not emptied it yet. She
should have emptied it already.
8. The carpet is dirty./The maid hasn't vacuumed it yet. She should have
cleaned already.
9. There is no soap & the towels are not clean/ The maid hasn't replaced
them yet. She should have replaced them.
10. My laundry is not here/The laundry woman hasn't returned it yet. She
should have sent it back already.
Role-Playing
Reception: Reception.
Guest : This is Mr.Graham in 324. I`ve just checked in.
R: Ah yes, Mr Graham. What can I do for you?
G: My room…
hasn't been…. since the last
guest. The carpet’s……., the bed's……, and the
bathroom…….. touched.
R: I`m terribly sorry, sir. Housekeeping
……………..(see) to everything this morning. I`ll
contact them straight away and I`ll send someone
up to see you.
Reception: Reception
G: This is room 301.The……in 302 next
door is ……I ….. sleep. Can you do
……….about it?
R: Of course, sir. I`ll speak to the people
there straight away.
R: Reception.
C: This is room 632. Our room isn't ready
for us. T……. no towels,…. or toilet paper
in the……..
R: I´m sorry madam. These
things……….(be) ready for you. I`ll contact
the housekeeping straight away.
Reception: Reception
G: Can you do something about the…… in my
room?
It’s only running…….
R: I`m sorry sir. I`ll send someone up to look at it.
What`s your room number?
G:417. And the light bulb in my bedside lamp
doesn`t work.
R: Right, sir. I`ll send up a new bulb, too.