At the Hotel: Check-in, Requests & Complaints

REVIEW – Airport Vocabulary

When you arrive at the airport, you need to ______ for your flight. 

You need to show your ______ pass before getting on the plane. 

Small bags that you take on the plane are called ______ luggage. 

Large bags that go under the plane are called ______ baggage. 

The place where you board the plane is called the departure ______. 

GRAMMAR FOCUS: Polite Hotel English

Requests: Structure: I was wondering if + subject + could / would + verb

Example: I was wondering if I could check in early.

Complaints: Structure: I’m afraid + subject + is / isn’t + problem

Example: I’m afraid the room is quite noisy.

Softening: Structure: There seems to be + problem

Example: There seems to be a problem with the shower.

FIXED PHRASES

I have a reservation under… (Example: I have a reservation under Novak.)

Use: when checking in

Could you help me with…? (Example: Could you help me with my luggage?)

Use: asking for assistance

There seems to be a problem with… (Example: There seems to be a problem with the air conditioning.)

Use: making a polite complaint

HOTEL VOCABULARY 

ROLEPLAY: HOTEL CHECK-IN & PROBLEM (GUIDED CONVERSATION)

Staff: Good afternoon. Welcome to the hotel. How can I help you?

Guest: Say you have a reservation and give your name.

Staff: Let me check. Yes, we have your booking for two nights. May I see your passport, please?

Guest: Give your passport and say something polite.

Staff: Here is your key card. Your room is on the third floor. Breakfast is served from 7 to 10.

Guest: Ask about breakfast, Wi-Fi, or the lift.

Staff: The lift is just around the corner. Wi-Fi is included. Enjoy your stay.

Guest: Thank them politely.

Staff: Hello, reception. How can I help you?

Guest: Explain a problem (noise, air conditioning, shower).

Staff: I’m sorry to hear that. I’ll send someone to check it.

Guest: Ask for help or request a change.

Staff: Of course. We’ll take care of it right away.

Guest: Respond politely.

CONVERSATION QUESTIONS (WITH EXAMPLE ANSWERS)

Do you prefer hotels or apartments when travelling? – I prefer hotels because they are more convenient.

What is the most important thing in a hotel for you? – Cleanliness is the most important.

Have you ever had a problem in a hotel? – Yes, once the heating didn’t work.

Do you usually book accommodation in advance? – Yes, I usually book in advance.

What amenities are important to you? – Wi-Fi and breakfast.

Have you ever stayed in a luxury hotel? – Yes, I stayed in one on holiday.

Do you read reviews before booking? – Yes, I always read reviews.

What makes a hotel experience good? – Good service and clean rooms.

Do you prefer city centre hotels or quieter areas? – I prefer the city centre.

How do you usually choose a hotel? – I compare prices and read reviews.