Hotel Complaints
Content
Materiały dodatkowe – język branżowy
COMPLAINTS AT A HOTEL
From time to time a hotel employee has to deal with complaints from unsatisfied customers. Some hotel guests may not be happy with their room or meal in a hotel restaurant and others may find their neighbours too noisy. In such cases, the receptionist, the hotel manager or the waiter has to react properly and do what should have been done for them.
DIALOGUE 1: A: Hello. I need your help. I can't get the TV to work. B: What seems to be the problem? A: I've got a picture but no sound and the remote control is not working. B: I'll send someone up right away. A: Thank you very much. DIALOGUE 2: C: There's a terrible noise coming from the room next door. Will you do something about it? D: Can you tell me the room number? C: I think it's room 205. D: Alright. And what room are you calling from? C: Room 206. D: I’ll take care of that for you right away. C: Thank you very much. DIALOGUE 3: (HOTEL RESTAURANT) A: Excuse me. I think this fish is off. It tastes awful. B: That's surprising. The fish comes in fresh every day. A: That may be true, but we really can't eat this. B: Would you like something else from the menu? A: We'll have the vegetarian lasagne and a bottle of red wine. B: Certainly! We won't charge you for the wine. A: That's very kind of you.
I've got a picture but no sound – jest obraz ale nie ma dźwięku the remote control – pilot (od telewizora) to be off – być zepsutym (dotyczy jedzenia) to charge – pobierać opłatę, liczyć sobie
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Materiały dodatkowe – język branżowy
PROBLEMS AND DEFECTS IN A HOTEL ROOM – PROBLEMY I USTERKI W POKOJU HOTELOWYM I couldn’t take a shower. - The bathroom in my room hasn’t been cleaned. - The water was too cold. / There was no warm water in my bathroom. - The shower wasn’t working. - There are no towels in my bathroom.
I wasn’t able to sleep. - The neighbours were too noisy. - My bed is uncomfortable. - There’s no heat in my room. - The air-conditioning isn’t working. towel – ręcznik uncomfortable – niewygodny heat – tutaj: ogrzewanie
ASKING ABOUT PROBLEMS – PYTANIE O PROBLEMY What seems to be the problem, sir/madam? (formal) What’s the problem, sir/madam? Is there a problem, sir/madam?
PROBLEMS DURING THE GUEST’S STAYING – PROBLEMY W TRAKCIE POBYTU GOŚCIA The room doesn't have a nice view. The room overlooks a very busy and noisy street, instead of the park. There is/are no … which you promised in your advertisement. The elevator is not working. There are stains and holes in the walls. The walls need to be repainted. The carpet has a few tears. The window pane is cracked. The sink is clogged. There is no toilet paper in the bathroom. There is no toilet paper holder so we have to keep it on the counter. The tiles in the bathroom need replacing.
There is no free wireless Internet connection in my room. 2
Materiały dodatkowe – język branżowy
I am displeased with the service at the restaurant. The hotel restaurant offers very limited choice of food. a nice view – ładny widok to overlook – (o oknie) wychodzić na.. elevator - winda stains and holes – plamy i dziury (sth) needs to be repainted – coś wymaga odmalowania The carpet has a few tears – Dywan jest podarty window pane – szyba clogged – zapchany toilet paper holder – uchwyt na papier toaletowy The tiles in the bathroom need replacing. – Płytki w łazience wymagają wymiany. free wireless Internet connection – bezpłatne bezprzewodowe łącze internetowe to be displeased with – być niezadowolonym z
OTHER – INNE (sth) is in a very poor condition – (coś) jest w kiepskim stanie, kiepskiej jakości is broken – złamane, zniszczone, uszkodzone should be fixed – wymaga naprawy is missing – czegoś brakuje, czegoś nie ma soap – mydło shower gel – żel pod prysznic shampoo – szampon do włosów the refrigerator door – drzwiczki lodówki mini-bar lock – zamek przy mini-barku bath robe – szlafrok bed linen – pościel pillow – poduszka blanket – koc ashtray - popielniczka Do Not Disturb sign – zawieszka na drzwi „nie przeszkadzać”
SOME MISTAKES OF THE GUEST Break a glass / a vase – Zbić szklankę / wazon Spill some water/milk on the floor – Rozlać wodę/mleko na podłogę Tear the sheets / towels – Podrzeć prześcieradło / ręcznik Children draw a picture on the wall – Dzieci narysowały obrazek na ścianie (pomazały ścianę) 3
Materiały dodatkowe – język branżowy
IDIOMS - IDIOMY: to be on the fritz = broken, not working Example: We need to get the refrigerator repaired because it's been on the fritz for two weeks. to be clean as a whistle = perfectly clean Example: Your bedroom is clean as a whistle. to feel at home = feel comfortable or relaxed Example: The nice thing about the hotel is that you can feel at home there. to roll out the red carpet = give very special treatment to welcome guests Example: You should know that they always roll out the red carpet for their guests.
EXERCISES – ĆWICZENIE: Uzupełnij lukę odpowiednim wyrazem. 1. What seems to be the ................., madam? 2. I hope you’ll ............. your stay. 3. Would you like to .................. something else? 4. ................ me, sir. e) complaint 5. I’m afraid that won’t be ......................... f) problem 6. Yours is the first …………. we've had tonight. a) Excuse b) order c) possible d) enjoy
ANSWERS – ODPOWIEDZI: 1 f, 2 d, 3 b, 4 a, 5 c, 6 e
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COMPLAINTS AT A HOTEL
From time to time a hotel employee has to deal with complaints from unsatisfied customers. Some hotel guests may not be happy with their room or meal in a hotel restaurant and others may find their neighbours too noisy. In such cases, the receptionist, the hotel manager or the waiter has to react properly and do what should have been done for them.
DIALOGUE 1: A: Hello. I need your help. I can't get the TV to work. B: What seems to be the problem? A: I've got a picture but no sound and the remote control is not working. B: I'll send someone up right away. A: Thank you very much. DIALOGUE 2: C: There's a terrible noise coming from the room next door. Will you do something about it? D: Can you tell me the room number? C: I think it's room 205. D: Alright. And what room are you calling from? C: Room 206. D: I’ll take care of that for you right away. C: Thank you very much. DIALOGUE 3: (HOTEL RESTAURANT) A: Excuse me. I think this fish is off. It tastes awful. B: That's surprising. The fish comes in fresh every day. A: That may be true, but we really can't eat this. B: Would you like something else from the menu? A: We'll have the vegetarian lasagne and a bottle of red wine. B: Certainly! We won't charge you for the wine. A: That's very kind of you.
I've got a picture but no sound – jest obraz ale nie ma dźwięku the remote control – pilot (od telewizora) to be off – być zepsutym (dotyczy jedzenia) to charge – pobierać opłatę, liczyć sobie
1
Materiały dodatkowe – język branżowy
PROBLEMS AND DEFECTS IN A HOTEL ROOM – PROBLEMY I USTERKI W POKOJU HOTELOWYM I couldn’t take a shower. - The bathroom in my room hasn’t been cleaned. - The water was too cold. / There was no warm water in my bathroom. - The shower wasn’t working. - There are no towels in my bathroom.
I wasn’t able to sleep. - The neighbours were too noisy. - My bed is uncomfortable. - There’s no heat in my room. - The air-conditioning isn’t working. towel – ręcznik uncomfortable – niewygodny heat – tutaj: ogrzewanie
ASKING ABOUT PROBLEMS – PYTANIE O PROBLEMY What seems to be the problem, sir/madam? (formal) What’s the problem, sir/madam? Is there a problem, sir/madam?
PROBLEMS DURING THE GUEST’S STAYING – PROBLEMY W TRAKCIE POBYTU GOŚCIA The room doesn't have a nice view. The room overlooks a very busy and noisy street, instead of the park. There is/are no … which you promised in your advertisement. The elevator is not working. There are stains and holes in the walls. The walls need to be repainted. The carpet has a few tears. The window pane is cracked. The sink is clogged. There is no toilet paper in the bathroom. There is no toilet paper holder so we have to keep it on the counter. The tiles in the bathroom need replacing.
There is no free wireless Internet connection in my room. 2
Materiały dodatkowe – język branżowy
I am displeased with the service at the restaurant. The hotel restaurant offers very limited choice of food. a nice view – ładny widok to overlook – (o oknie) wychodzić na.. elevator - winda stains and holes – plamy i dziury (sth) needs to be repainted – coś wymaga odmalowania The carpet has a few tears – Dywan jest podarty window pane – szyba clogged – zapchany toilet paper holder – uchwyt na papier toaletowy The tiles in the bathroom need replacing. – Płytki w łazience wymagają wymiany. free wireless Internet connection – bezpłatne bezprzewodowe łącze internetowe to be displeased with – być niezadowolonym z
OTHER – INNE (sth) is in a very poor condition – (coś) jest w kiepskim stanie, kiepskiej jakości is broken – złamane, zniszczone, uszkodzone should be fixed – wymaga naprawy is missing – czegoś brakuje, czegoś nie ma soap – mydło shower gel – żel pod prysznic shampoo – szampon do włosów the refrigerator door – drzwiczki lodówki mini-bar lock – zamek przy mini-barku bath robe – szlafrok bed linen – pościel pillow – poduszka blanket – koc ashtray - popielniczka Do Not Disturb sign – zawieszka na drzwi „nie przeszkadzać”
SOME MISTAKES OF THE GUEST Break a glass / a vase – Zbić szklankę / wazon Spill some water/milk on the floor – Rozlać wodę/mleko na podłogę Tear the sheets / towels – Podrzeć prześcieradło / ręcznik Children draw a picture on the wall – Dzieci narysowały obrazek na ścianie (pomazały ścianę) 3
Materiały dodatkowe – język branżowy
IDIOMS - IDIOMY: to be on the fritz = broken, not working Example: We need to get the refrigerator repaired because it's been on the fritz for two weeks. to be clean as a whistle = perfectly clean Example: Your bedroom is clean as a whistle. to feel at home = feel comfortable or relaxed Example: The nice thing about the hotel is that you can feel at home there. to roll out the red carpet = give very special treatment to welcome guests Example: You should know that they always roll out the red carpet for their guests.
EXERCISES – ĆWICZENIE: Uzupełnij lukę odpowiednim wyrazem. 1. What seems to be the ................., madam? 2. I hope you’ll ............. your stay. 3. Would you like to .................. something else? 4. ................ me, sir. e) complaint 5. I’m afraid that won’t be ......................... f) problem 6. Yours is the first …………. we've had tonight. a) Excuse b) order c) possible d) enjoy
ANSWERS – ODPOWIEDZI: 1 f, 2 d, 3 b, 4 a, 5 c, 6 e
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