Listening skills 3

NAME:

1  23  Read and listen to the words. Match them 4  24  Listen to the conversation and choose the
to their definitions. best answers.
1 refurbish 1 The guest expected to have a view of the sea because …
2 lobby A the hotel is next to the sea.
3 upgrade B someone told him that he could expect that.
4 waive C it would make up for problems with his room.
5 amend D he thought that’s what he had booked.
a the area just inside the entrance to a hotel or other
large building 2 The guest won’t be able to have a room with a sea view
b choose to officially ignore a right or claim because …
c make changes to an agreement, etc, especially in order to A the receptionist isn’t helpful.
improve it B he refuses to pay.
d improve a room/building by painting it and adding new C none are available.
furniture, etc D the hotel is in the wrong place.
e improve the quality of a service or product
3 The guest tries to get the receptionist to help by …
A offering to pay more.
DEVELOPING SKILLS
B saying he will check something online.
Before you listen, read the questions and think about what C offering to look on his phone for a room.
you are going to hear. The more you can predict what you D saying he will criticise the hotel.
might hear, the better you will understand the passage
when you hear it. 4 The problem with room service was caused by …
A the chef taking too long to cook the food.
2 Read this extract from a conversation. What is the B the waiter getting lost.
situation and what else do you think might be C the guest leaving his room.
mentioned in the rest of the conversation? D the receptionist not understanding the order.

5  24  Listen again and answer the questions.

A: First of all, I asked for a junior room with a view. I’ve 1 Why did the guest not know he would have a view of
been placed on a side of the hotel where you have to the park?
go out onto the balcony to be able to see the sea at all.

The person I spoke to assured me that the room would
have a view. 
B: I’m afraid that all our junior rooms have a view over 2 Why has the guest’s room not been renovated?
the park. In order to have a view of the sea, you would 
need to book one of our executive rooms on the sixth 
floor and there would be an additional charge for that. 3 What threat does the guest make?



3 Read the questions in Ex 4. For each one, predict

what the person might say.

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