– English Lyrics

Lyrics & Translation

[English]

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

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Key Vocabulary

Vocabulary	Meanings
complaint /kəmˈpleɪnt/ B1	noun - a statement expressing dissatisfaction or annoyance about something
politely /pəˈlaɪtli/ B1	adverb - in a courteous or respectful manner
upset /ˈʌpsɛt/ B1	adjective - distressed or emotionally disturbed verb - to cause someone to feel upset
noisy /ˈnɔɪzi/ A2	adjective - making a lot of sound; loud
maintenance /ˈmeɪntənəns/ B2	noun - the process of preserving a condition or keeping something in good working order
linen /ˈlɪnən/ B2	noun - fabric such as sheets or napkins, especially made of cotton; also the collective term for bedsheets
upgrade /ˈʌpɡreɪd/ B2	verb - to raise something to a higher standard, especially a service or accommodation noun - a higher-level version or improvement
voucher /ˈvaʊtʃər/ C1	noun - a document that can be exchanged for goods or services, often as a gift or discount
rectify /rɪˈktɪfaɪ/ C1	verb - to correct or set right
unacceptable /ˌʌnækˈsɛptəbəl/ C1	adjective - not satisfactory or allowed
disappointed /ˌdɪsəˈpɔɪntɪd/ B2	adjective - sad or displeased because something was not as expected
receptionist /rɪˈsɛpʃənɪst/ B2	noun - person who works at the front desk of a hotel and assists guests
air conditioner /ɛər kənˈdɪʃnər/ B2	noun - a device that cools or heats the air in a room
bedbug /ˈbɛdˌbʌɡ/ C1	noun - a small nocturnal insect that feeds on human blood and often infests bedding
insect /ˈɪnsɛkt/ A2	noun - a small arthropod animal, such as a beetle, ant, or mosquito
escalated /ˈɛskəleɪtɪd/ C1	verb - to raise a problem to a higher authority
manager /ˈmænɪdʒɚ/ B1	noun - a person responsible for controlling or administering an organization or group
replace /rɪˈpleɪs/ B1	verb - to take the place of something and make it its substitute

Key Grammar Structures

• I hate to complain but the coffee machine in our room isn't working.

  ➔ Verb + to + infinitive after 'hate' used to express a polite regret or apology.

  ➔ The phrase "hate to complain" softens the complaint and shows politeness.

• I'm sorry but I just noticed that the bed in our room hasn't been made.

  ➔ Apology + that‑clause with present perfect passive to describe a recent discovery.

  ➔ The phrase "hasn't been made" is a present perfect passive indicating a state up to now.

• We need someone to come and clean the room immediately.

  ➔ "need + someone + to + verb" expresses necessity and a request for a person to perform an action.

  ➔ "need someone to come" stresses that a person must arrive and act.

• I'm very upset because the people in the room next door are very noisy.

  ➔ Cause clause introduced by "because" linking an emotion with its reason.

  ➔ "because" introduces the reason for being "very upset".

• If there's a problem with your hotel room you need to speak to the front desk.

  ➔ First conditional (if + present simple, main clause present simple) for likely future situations.

  ➔ "If there's a problem" sets a condition that may occur.

• We will get some towels sent to your room right away.

  ➔ "get + object + past participle" (causative) meaning to have something done.

  ➔ "get some towels sent" means arrange for towels to be delivered.

• I would like to speak to your manager, please.

  ➔ "would like to + verb" for polite requests.

  ➔ "would like to speak" softens the request and shows respect.

• It's obvious this room hasn't been cleaned.

  ➔ Present perfect passive (hasn't been + past participle) to describe an unfinished action up to now.

  ➔ "hasn't been cleaned" shows that cleaning has not occurred up to the present.

• You can expect them to fix this pretty quickly.

  ➔ "expect + object + to + verb" expresses anticipation of an action.

  ➔ "expect them to fix" indicates a reasonable belief that they will repair it.