Unit 5 Problem & Complaints

Objectives :

• To know guests’ problems.
• To understand how to deal with guests’ problems.

Warming up

Study these conversation carefully. (A problem of an unexpected event)

Conversation A

(A health problem)

A: Sawasdee ka. Nanthapond speaking. How may I help you?

B: I’m not feeling well. I need to see a doctor.

A: I’m sorry to hear that. What is wrong with you, madam?

B: I’ve got a stomachache this morning. It bedroom worse now.

A: Ok. I will call a doctor for you right now, Mrs. Kris room no. 4522.

B: Yes. And thank you very much.

A: Not at all.

Choose the best answers.

1. What does the guest need? a. Check in b. Making a reservation c. A doctor d. medicine
2. What is the guest’s problem? a. No room available b. Sickness c. No money d. Lost item

Listening and Speaking Dialog

Conversation A

[ภาพ: girl reading a book]

(A problem with a hotel service)

A: Excuse me, I think the towels in my room are not cleaned.

B: I’m sorry to hear that. I will change them immediately.

A: Thank you for your help.

B: It’s my pleasure.

Answer the question correctly.

1. What is the guest’s problem?

   ---

2. What does the hotel staff do?

   ---

3. Who is the hotel staff?

   ---

4. Do you think the guest is upset? why?

   ---

[ภาพ: businessman and businesswoman standing]

Conversation B

(A problem with a restaurant service)

Guest: I ’ve been waiting for my breakfast for quite a while already.

B: I’m so sorry to hear that. Let me check it right now.

Guest: Thank you.

B: You’re welcome.

Answer the questions correctly.

1. What is the guest’s compliant?

   ---

2. How does the hotel staff say?

   ---

3. Where is the situation?

   ---

Conversation B

(A problem with a hotel facility)

A: Well, I need to send an e-mail to my family. But the wifi connection doesn’t work.

B: I’m so sorry to hear that. But you need a password first.

A: Oh. I see.

B: Here it is, your password, madam.

A: Many thanks.

B: Not at all.

Answer the questions correctly.

1. What is the guest’s problem?

   ---

2. What is the solution for her problem?

   ---

Language Points

Dealing with complaints :

Complaints

• I have a problem with…………………….. — Ex. I have a problem with this key card.
• I wonder why………………………….. — Ex. I wonder why it is very noisy here.
• I’m looking for…………………………….but………………………………………….. Ex. I’m looking for my tea but the waiter brought coffee instead.
• I’ve been waiter for my breakfast for too long. Why?
• The television in my room doesn’t work property.
• The water in my bathroom isn’t warm.

Responses

• I’m so sorry to hear that. I will………………………………..immediately.
• We’re very sorry to hear that. We will…………………………………..right now.
• I’m extremely sorry to see that. I will……………………………………..straight away.
• I apologize for the inconvenience and I will………………………………..now.

Note : The hotel staff should add one of the following adverbs to show prompt response to the guest’s complaint.

[ภาพ: star-shaped bubbles with adverbs: Immediately, right now, instantly, Directly, now, Right now, promptly — และภาพพนักงานเสิร์ฟกับแม่บ้าน]

Exercise

Exercise 1

A: I lost my wallet when I was in the restroom this morning.

B: I’m so sorry, sir. Please tell me the story in details.

A: Well, after my breakfast I walked into the restroom and I think O left my wallet there.

B: Ok. I will check with the housekeeper right now.

A: Thanks.

B: In the meantime, could you please check the wallet in your room again?

A: Ok. I will.

B: Then I will inform you as soon as I can.

A: Thanks again.

B: You’re welcome.

Answer the questions correctly.

1. What is the guest’s problem?

   ---

2. What does the hotel staff say at first?

   ---

3. What is the hotel staff’s suggestion?

   ---

4. How does the hotel guest feel?

   ---

[ภาพ: housekeeping — แม่บ้านถือไม้ถูพื้นและรถเข็นอุปกรณ์ทำความสะอาด]

Complete the complaint dialog with your own words.

Hotel guest: I’m very upset with__________

Hotel staff: I’m__________

Hotel guest: The internet signal is very weak. I can’t use it properly.

Hotel staff: I will send the technician to your room right now. What’s your room number, Miss?

Hotel guest: __________

Hotel staff: I’m terrible sorry but it will be okay soon, Miss.

Hotel guest: Many thanks.

Hotel staff: __________

Hotel guest: I have a problem with__________It doesn’t work well.

Hotel staff: I’m__________

Hotel guest: Thank you very much.

Hotel staff: __________

Rearrange the conversation correctly.

__________ : Yes, I’d like to check in, please. It’s for Christopher.

__________ : Sawasdee krab. Good morning, Chandara hotel. How may I help you?

__________ : I’m sorry, sir. The check in can be done in the afternoon.

__________ : Ok. Thanks.

__________ : What? I need to do it now. I’m very tired. I need a rest.

__________ : I’m very sorry sir. You can have lunch in our restaurant first. And it will be the right time for check in.

__________ : Well, please enjoy our welcome drink at the lobby first. Then I will check your booking and prepare the check in process for you immediately.

__________ : You’re welcome.

__________ : No, I have already had my lunch on my flight. I’m so exhausted.

Reading

Study the guest complaint carefully, then answer the questions correctly.

Two years ago, my family and I booked a one night room at the Easter Hotel on the internet. The hotel is in Paris. We reserved a room for two adults and a child near the train station which we needed to go to very early the next day. We arrived late in the evening but when we got to the front desk and checked in, the receptionist at the front desk told us that our reservation gad a problem. Our room was taken by another family who had an unexpected flood in their room due to a broken pipe and there weren’t any more rooms available, so we should go to another hotel. It was the only solution for us. After two hours, a taxi took us to the other hotel. The location was excellent; wonderful views over the Sena river, and the Eiffel Tower. The hotel was much better than the first one and was not as problematic as we thought, but I wouldn’t recommend it because we had a hard time.

1. What is the guest’s problem?

   ---

2. Where did guest face the problem?

   ---

3. Why did he have the problem?

   ---

4. How did the hotel solve the problem?

   ---

5. How did the guests feel?

   ---

Read the passage and then put T in front of the true statements and put F in front of False ones.

[ภาพ: hotel guests at the reception counter]

To whom It May Concern:

I stayed in Romantic hotel in Pattaya, Chonburi for 4 nights last month. I booked the hotel online and thought I had secured a great price at $80 per night, plus tax. But when I checked out, my bill was $ 40 higher than I expected. When I looked at it closely, I found that there was a $ 10 per-night extra fee. I said I would refuse to pay, but my credit card was charged anyway. I was never told about this fee and I demand the refund immediately.

If it is not refunded promptly, I will dis put the chare with my credit card company and file a complaint to the Office of The Consumer Protection.

Please contract me at XXX (XXX-XXXX) to let me know when the resort fee will be refunded.

Sincerely,

Joy

[ภาพ: ผู้หญิงกอดอกหน้าตาไม่พอใจ]

[ภาพ: guests standing at hotel reception desk with luggage]

From the above put T in front of True statement and put F in front of False ones.

__________ 1. Joy wrote a complaint letter.

__________ 2. The hotel is too small for the guest.

__________ 3. The guest complained about the hotel service.

__________ 4. Joy complained about the fee she never expected to pay.

__________ 5. Joy needed some discounts from the hotel.

__________ 6. Joy stayed in the hotel for 4 nights last month.

__________ 7. The guest booked the hotel in person.

__________ 8. Joy needed the refund immediately.

__________ 9. The hotel would get in law trouble if Joy could not get the refund.

__________ 10. Joy was not happy with this hotel.

Writing

Write a paragraph about your favorite tourist destination. Explain why you like it and why you would recommend it to your friends.

Activity

Work in group of 2-3. Then write the conversation regarding the complaints about these topics.

1. Hotel equipments ; air conditioning, TV, bed sheets, etc.
2. Services ; laundry, postage, room service, etc.
3. Unexpected events ; headache, toothache, accident, etc.

Vocabulary

[ภาพ: เด็กชายหน้าตาโกรธ ควันออกหู]

[ภาพ: หมีการ์ตูนกอดอกทำหน้าโกรธ]

[ภาพ: หญิงสูงอายุกำลังโทรศัพท์ต่อว่าด้วยท่าทางไม่พอใจ พร้อมบอลลูนคำพูดว่างเปล่า]