By
Viewed
3,874
Please choose the correct answer for each question below:
Questions: 0/183
Correct: 0
Translate:
hi I'm Mark and welcome to another
lesson with Master everyday English
today we're going to look at the English
language that you'll need if there's
some kind of problem with your hotel
room and you want to make a complaint
let's look at some of the typical
problems that you'll have with your
hotel room something in the room is
dirty something does doesn't work or
something has stopped
working there's something missing from
the room the bed hasn't been
made the people in the room next door
are
noisy your bed has bed
bugs there are insects in the room ants
cockroaches so now we've identified some
of the main problems you'll have in a
hotel room let's look at some of the
different ways that you can make a
complaint now if you want to make a
complaint but you want to sound polite
there are a few different ways that you
can do this now normally you'll use like
an introductory sentence something like
I hate to complain
but the people in the room next door are
very
noisy we're having a bit of a problem
we're having a bit of a problem with the
he
heating I'm sorry but I just
noticed I'm sorry but I just noticed
that the bed in our room hasn't been
made now these are all different ways
they're basically the same idea they're
just different polite ways of starting
to make your complaint now let's look at
some different introductory sentences
you can use to start a complaint but
this time these are a little bit
stronger so if you very upset about
something you could use these sentences
to complain with we need blank
immediately we need someone to come and
clean the room
immediately yeah I'm very
upset yeah I'm very upset because the
people in the room next door are very
noisy I'm sorry but it's just not good
enough I'm sorry but it's just not good
enough that we've paid for the room and
the the air conditioner doesn't work be
careful using this kind of language
because of course it's quite quite
strong but it's also quite negative so
you can very easily find yourself in an
argument or upsetting somebody now let's
listen to a conversation in fact let's
listen to two conversations the
conversations are between a guest in the
hotel and a person at the front desk or
the reception of the hotel in the first
conversation you'll hear the guest
complaining about some things in the
room but complaining politely in the
second conversation you'll hear the
guest is a little bit more upset and
they're using stronger language to
complain about the room hi there Mr
Smith how can I help you yeah hi there
um yeah I hate to complain but the
coffee machine in our room isn't working
I'm sorry about that we'll have someone
for maintenance come and replace that
for you great thank you is everything
else okay with your stay so far well I'm
sorry but I I just noticed that we don't
have any hand towels in the bathroom or
any soap oh dear I'm very sorry about
that we are a little short staffed at
the moment they may have overlooked your
room I will get some towels sent to your
room right away okay apart from that I I
think we're good thank you no problem at
all Mr Smith if you have any more issues
please don't hesitate to contact the
front desk if you want to check out some
of my other videos go to my Channel
Master everyday English there are lots
of other videos about life and work in
the United
States now let's listen to the second
conversation the second conversation the
language is much stronger because the
guest is upset about the problems in the
room hi Mr Smith how can I help you it's
obvious this room hasn't been cleaned we
need someone to change the Linens in the
room
immediately oh I'm very sorry Mr Smith
that is certainly not the service we
normally provide we'll get a cleaner up
immediately to change them for
you yeah to be honest I'm very upset not
only are the Linens dirty but there's
also hair in the bath and the fridge
doesn't work oh I'm really sorry about
that we'll have someone come and take a
look at those problems for you right
away yeah this it's just not good enough
I I'd like to speak to your manager
please this is completely
unacceptable I am truly sorry Mr Smith
the manager isn't available right now
but I will make sure he contacts you as
soon as possible in the meantime I'd
like to offer you a new room and upgrade
from the room you have to Ocean View
room with the balcony and we'll also get
some food and drink vouchers to you as a
way of an
apology well that's a start I guess I
I'm very disappointed with this hotel so
far I understand and we'll do our best
to rectify the problems for you now
let's think about some of the questions
you might want to answer before you go
and make a complaint at a hotel who do I
speak with when I want to make a
complaint
Well normally if there's some problem
with your hotel room you need to speak
to the front desk or the reception at
the hotel you can also speak to the
people at the front desk about
escalating a problem escalating
basically means you're taking it to
somebody higher up probably the manager
of the hotel after I complain how long
should I wait for someone to fix the
problem it kind of depends on the
problem if it's a small problem let's
say you're you don't have any towels or
the coffee machine doesn't work then you
can expect them to fix this pretty
quickly probably within an hour if
there's a bigger problem let's say for
example your your air conditioner isn't
working well they may need to call a
repair person to come and fix that so
you can expect a a longer wait now if of
course they're a bed bug or insects or
something like that in the room really
they should move you automatically to a
different room of course if you're
staying in a hotel and it has bed bugs
and you might not want to stay in the
hotel anyway when should I complain
politely and when should I use stronger
language so in most cases you probably
want to complain politely now there are
a number of reasons why you might use
stronger language of course if there's a
bigger problem and you're very upset
about it let's say for example the room
has bed bugs and cockroaches and all
sorts of horrible insects in there of
course you may use stronger language
another reason is really if you've
complained politely about the problem
maybe a few times but the hotel are just
not doing anything about it they don't
seem interested maybe they're rude to
you those are all good reasons to use
stronger
language that's it for today thank you
for watching I hope this video is useful
for you and don't forget if you enjoyed
the video please give me a thumbs up
leave me a comment and click to
subscribe
Related Songs