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  • Complaining at A Hotel - Role Play

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    Iryna Marie
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    The document describes four scenarios where a hotel manager (Student A) must deal with problems raised by an unhappy guest (Student B). In each scenario, Student B complains about a different issue: a lack of activities at the resort, poor quality and limited food options, unfriendly staff, and an overpriced and unreliable internet connection. The manager will need to address the guest's complaints and suggest solutions to improve their experience.

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    The document describes four scenarios where a hotel manager (Student A) must deal with problems raised by an unhappy guest (Student B). In each scenario, Student B complains about a different issue: a lack of activities at the resort, poor quality and limited food options, unfriendly staff, and an overpriced and unreliable internet connection. The manager will need to address the guest's complaints and suggest solutions to improve their experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    18 views2 pages

    Complaining at A Hotel - Role Play

    Uploaded by

    Iryna Marie
    The document describes four scenarios where a hotel manager (Student A) must deal with problems raised by an unhappy guest (Student B). In each scenario, Student B complains about a different issue: a lack of activities at the resort, poor quality and limited food options, unfriendly staff, and an overpriced and unreliable internet connection. The manager will need to address the guest's complaints and suggest solutions to improve their experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    STUDENT A: STUDENT B:

    You are the manager of The You are a guest at the expen-
    Lagoon Hotel, a modern holi- sive The Lagoon Hotel. The
    day resort surrounded by resort is nice, but it is like a
    marvelous beaches and aston-
    grave. There is nothing to do,
    ishing mountains nearby. Eve-
    rything seems perfect… but no day trips, no activities, no
    you have to deal with some sports facilities, no nightlife
    problems. nearby… You are bored.

    STUDENT A: STUDENT B:
    You are the manager of The You are a guest at the expen-
    Paradise Hotel, a modern hol- sive The Paradise Hotel. The
    iday resort surrounded by lots food is awful. It is often cold
    of sights and sandy beaches.
    and salty, and there are no
    Everything seems perfect…
    but you have to deal with vegetarian dishes. There is al-
    some problems. so little choice: It seems to be
    the same any other day.

    STUDENT A: STUDENT B:
    You are the manager of The You are a guest at the expen-
    Holiday Hotel, a large holiday sive The Holiday Hotel. The
    resort on a small island. The staff is unfriendly. A maid re-
    sun shines every day, and
    fuses to change the towels,
    there are many activities of-
    fered. Everything seems per- and you once overheard jokes
    fect… but you have to deal between the waiters about
    with some problems. the guests’ personal affairs.

    STUDENT A: STUDENT B:
    You are a guest at the expen-
    You are the manager of The
    sive The Lakeside Hotel. The
    Lakeside Hotel, a small holi-
    day resort surrounded by internet connection at the ho-
    woods and lakes, a very tel is overpriced and not al-
    peaceful place. Everything ways working reliably. Fur-
    seems perfect… but you have thermore, there are only 3
    to deal with some problems. different TV channels, which
    is unacceptable.
    iSLCollective.com
    Making suggestions about a problem:

     I’m sorry, but... / I’m afraid ...


     I can give you a refund.
     I can offer you ... (a reduction / a discount / a refund / a free ... / a repair / ...)
     One solution is to . . . (verb)
     I’ll send you … immediately.
     I’ll talk to her about it.
     This won’t happen again, I promise.
     We could . . .
     I think we should . . .
     I recommend that . . .

    Ways of complaining:

     Do you call this ... food?


     It tastes disgusting.
     You call this a luxury resort?
     Look at this ..., it's rubbish / damaged / ...!
     How can you offer such a bad connection?
     This ... of yours is awful, I hate it.
     I hate the ... !
     The … is overpriced.
     This is far too expensive.
     I’ll claim damages.
     You’ll hear from my lawyer.
     I demand fresh towels at once.

    iSLCollective.com

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