- Even in a good hotel, nothing escapes his eyes – a hair in the soup, every time – the nagging guest?
I arrived at the hotel in the afternoon. The building was big and beautiful. A staff member opened the door and smiled. I felt welcome. But my suitcase was heavy. No one helped me at first, and I thought, “Oh no, already a problem!”
At the reception, the receptionist was polite and kind. She checked my name and gave me my room key. This was good. But she did not explain all the hotel services. I felt a little confused. I thought, “Hmm, I will have to ask later.”
A staff member helped me with my luggage. He showed me my room. The room was clean and quiet. The bed was big and soft. I felt relaxed. But the air conditioning was too cold. I could not change it easily. “Why is it always too cold?” I thought.
During my stay, the staff was friendly and helpful. The food in the restaurant was very good. I also enjoyed the spa. But one time I waited a long time for my food. I thought, “A hair in the soup! Not perfect again.”
Every day, my room was cleaned. Everything was tidy and fresh. I felt comfortable. But one day they forgot new towels. I had to call the reception. “Really? Again a small mistake,” I thought.
On the last day, I went to check out. The receptionist was polite. The check-out was fast and simple. This was great. But there was a small mistake on my bill. I had to wait to fix it. I thought, “Even the last moment is not perfect!”
When I left, the staff said goodbye and wished me a nice day. I felt happy and satisfied. But no one asked me about my stay. “No one cares about my small complaints,” I thought.
_____________________
Vocabulary:
- to smile – to make your mouth curve up because you are happy or friendly
- a suitcase – a bag you use to carry your clothes when you travel
- to be polite – to use good manners and speak in a kind way to others
- to be kind – to help or care for other people
- to check one’s name – to look at a list to see if your name is there
- a room key – a small object you use to open your hotel room
- to explain – to tell someone about something so they understand
- to feel confused – to not understand something and feel unsure
- a soft bed – a bed that is comfortable to lie on
- to feel relaxed – to feel calm and happy, not worried
- easily – without difficulty, in a simple way
- to enjoy – to like something and feel happy when you do it
- to be tidy – to be clean and organized, with everything in its place
- to feel comfortable – to feel good and relaxed in a place or situation
- a towel – a piece of cloth you use to dry your body or hands
- to check out – to leave a hotel and pay for your stay
- a mistake – something that is not correct or is done wrong
- a bill – a paper with the money you must pay for something, like a hotel or food
- to feel satisfied – to feel happy because something is good or complete
- a complaint – when you tell someone that you are not happy with something
###############
Verbs in text, and their past simple, irregular ones in bold letters:
| Infinitive | Past Tense | Definition |
|---|---|---|
| be | was / were | to exist; to be somewhere |
| arrive | arrived | to get to a place |
| open | opened | to make something not closed |
| smile | smiled | to show happiness with your mouth |
| feel | felt | to have a feeling |
| help | helped | to give support or assistance |
| think | thought | to have an idea in your mind |
| be able to | could, or, was/were able to | to have the ability to do something |
| check | checked | to look at something to be sure |
| give | gave | to give something to someone |
| explain | explained | to make something clear |
| ask | asked | to request information |
| show | showed | to let someone see something |
| relax | relaxed | to rest and be calm |
| change | changed | to make something different |
| wait | waited | to stay somewhere until something happens |
| enjoy | enjoyed | to feel happy about something |
| clean | cleaned | to make something tidy |
| forget | forgot | to not remember |
| call | called | to phone someone |
| go | went | to move from one place to another |
| leave | left | to go away from a place |
| wish | wished | to hope something good for someone |
| care | cared | to show that something is important |
| have | had | to own or hold something |
| do | did | to perform an action |
| say | said | to speak words |
| want | wanted | to desire something |
| stay | stayed | to remain in a place |
| be able | could not, or, was/were not able to | to not have the ability to do something |
###############
Go through text again, listen again, what was a plus, what a minus?
Keywords, fill in:
| Plus | Minus | |
|---|---|---|
| Paragraph 1 | ||
| Paragraph 2 | ||
| Paragraph 3 | ||
| Paragraph 4 | ||
| Paragraph 5 | ||
| Paragraph 6 | ||
| Paragraph 7 |
____________________
Answers:
| Plus | Minus | |
|---|---|---|
| Paragraph 1 | The building was big and beautiful; staff smiled; felt welcome. | Suitcase was heavy; no one helped at first. |
| Paragraph 2 | Receptionist was polite and kind; check-in was fast. | Did not explain all hotel services; felt confused. |
| Paragraph 3 | Room was clean and quiet; bed was big and soft; felt relaxed. | Air conditioning was too cold; could not change it easily. |
| Paragraph 4 | Staff was friendly and helpful; food was very good; enjoyed the spa. | Waited a long time for food once. |
| Paragraph 5 | Room was cleaned every day; tidy and fresh; felt comfortable. | One day forgot new towels; had to call reception. |
| Paragraph 6 | Check-out was fast and simple; receptionist was polite. | Small mistake on bill; had to wait to fix it. |
| Paragraph 7 | Staff said goodbye and wished me a nice day; felt happy and satisfied. | No one asked about my stay; thought they could improve. |
################
The much better version?
| Paragraph | Hints to improve situation next time |
|---|---|
| Paragraph 1 | The hotel provides a staff member at the entrance to help guests with heavy luggage. Staff always smiles and greets every guest. This makes the guest feel welcome immediately. The hotel can assign a bellboy or doorman for every check-in, especially in the afternoon when many guests arrive. |
| Paragraph 2 | The receptionist explains all hotel services clearly at check-in. She gives a short introduction about the restaurant, spa, pool, and other facilities. She also provides a small map or leaflet with information. This helps guests understand everything quickly and feel comfortable. |
| Paragraph 3 | The staff checks the room temperature before the guest arrives. They make sure the air conditioning or heating works well. They leave simple instructions for controlling it in the room. Guests can adjust it easily and feel comfortable. |
| Paragraph 4 | The restaurant staff prepares food quickly and communicates with the kitchen to avoid long waiting times. If a guest waits, the staff offers small snacks or drinks. This keeps guests happy and shows good service. |
| Paragraph 5 | Housekeeping staff follows a daily checklist. They check towels, toiletries, and other essentials every day. They replace everything that is missing. This makes sure the room is always tidy and guests have what they need. |
| Paragraph 6 | The staff checks every bill before giving it to the guest. They correct mistakes immediately. If a problem appears, staff explains it politely and solves it fast. This makes check-out smooth and stress-free for the guest. |
| Paragraph 7 | At check-out, staff asks the guest about their stay and listens to feedback. They write down comments to improve the service. This shows care and makes the guest feel valued. |
####################
Picky-guest improvement plan for the hotel – fill in, words below:
instructions – welcome – toiletries – facilities –
improve – waiting times –
mistakes
- Luggage Help
The hotel provides a staff member at the entrance. Staff helps guests with heavy luggage. They smile and greet every guest. Guests feel __________ immediately. - Reception and Information
The receptionist explains all hotel services at check-in. She talks about the restaurant, spa, pool, and other_________. She gives a small map or paper with information. Guests understand everything and feel comfortable. - Room Temperature
Staff checks the room temperature before the guest arrives. They make sure the air conditioning and heating work well. They put simple __________ in the room. Guests can adjust it easily and feel comfortable. - Restaurant and Food
The restaurant staff prepares food quickly. They talk with the kitchen to avoid long __________. If a guest waits, staff gives a small snack or drink. Guests feel happy and cared for. - Housekeeping
Housekeeping staff uses a daily checklist. They check towels, __________, and other essentials every day. They replace anything that is missing. Guests have everything they need and rooms stay tidy. - Billing and Check-Out
Staff checks every bill before giving it to the guest. They fix __________ immediately. Staff explains politely if there is a problem. Check-out is fast and easy. - Feedback
At check-out, staff asks the guest about their stay. They listen carefully to comments. They write down ideas to __________ the service. Guests feel valued and happy.
_______________________
Full version:
Luggage Help
The hotel provides a staff member at the entrance. Staff helps guests with heavy luggage. They smile and greet every guest. Guests feel welcome immediately.
Reception and Information
The receptionist explains all hotel services at check-in. She talks about the restaurant, spa, pool, and other facilities. She gives a small map or paper with information. Guests understand everything and feel comfortable.
Room Temperature
Staff checks the room temperature before the guest arrives. They make sure the air conditioning and heating work well. They put simple instructions in the room. Guests can adjust it easily and feel comfortable.
Restaurant and Food
The restaurant staff prepares food quickly. They talk with the kitchen to avoid long waiting times. If a guest waits, staff gives a small snack or drink. Guests feel happy and cared for.
Housekeeping
Housekeeping staff uses a daily checklist. They check towels, toiletries, and other essentials every day. They replace anything that is missing. Guests have everything they need and rooms stay tidy.
Billing and Check-Out
Staff checks every bill before giving it to the guest. They fix mistakes immediately. Staff explains politely if there is a problem. Check-out is fast and easy.
Feedback
At check-out, staff asks the guest about their stay. They listen carefully to comments. They write down ideas to improve the service. Guests feel valued and happy.
#################
#################
The perfect version? Fill in, words below:
staff – polite – check out – stay –
suitcase – relaxed –
tidy
I arrived at the hotel in the afternoon. The building was big and beautiful. A staff member opened the door, smiled, and helped me with my heavy __________. I felt very welcome and relaxed.
At the reception, the receptionist was __________ and kind. She checked my name, gave me my room key, and explained all the hotel services. I felt comfortable and confident about everything in the hotel.
A staff member showed me my room and helped with my luggage. The room was clean and quiet. The bed was big and soft. The air conditioning worked perfectly, and I could change it easily. I felt very __________ and happy.
During my stay, the __________ was always friendly and helpful. The food in the restaurant was very good, and I enjoyed the spa and the pool. Every service was fast and pleasant, and I never had to wait long.
Every day, my room was cleaned. Everything was __________ and fresh. The towels and toiletries were always replaced. I felt comfortable and cared for every day.
On the last day, I went to __________. The receptionist was polite. The check-out was fast and simple, and my bill was correct. I felt satisfied and everything was smooth.
When I left, the staff said goodbye and wished me a nice day. I felt happy and appreciated. I enjoyed my __________ very much and wanted to come back again.
_________________________
Correct version:
I arrived at the hotel in the afternoon. The building was big and beautiful. A staff member opened the door, smiled, and helped me with my heavy suitcase. I felt very welcome and relaxed.
At the reception, the receptionist was polite and kind. She checked my name, gave me my room key, and explained all the hotel services. I felt comfortable and confident about everything in the hotel.
A staff member showed me my room and helped with my luggage. The room was clean and quiet. The bed was big and soft. The air conditioning worked perfectly, and I could change it easily. I felt very relaxed and happy.
During my stay, the staff was always friendly and helpful. The food in the restaurant was very good, and I enjoyed the spa and the pool. Every service was fast and pleasant, and I never had to wait long.
Every day, my room was cleaned. Everything was tidy and fresh. The towels and toiletries were always replaced. I felt comfortable and cared for every day.
On the last day, I went to check out. The receptionist was polite. The check-out was fast and simple, and my bill was correct. I felt satisfied and everything was smooth.
When I left, the staff said goodbye and wished me a nice day. I felt happy and appreciated. I enjoyed my stay very much and wanted to come back again.
##################
True of false -the perfect version?
- The guest arrived at the hotel in the morning.
- The hotel building was big and beautiful.
- A staff member helped the narrator with their suitcase.
- The guest felt unwelcome upon arrival.
- The receptionist was polite and kind.
- The receptionist gave the narrator the room key.
- The receptionist did not explain the hotel services.
- The room was noisy and uncomfortable.
- The bed in the room was big and soft.
- The air conditioning did not work properly.
- The staff was unfriendly during the stay.
- The food in the hotel restaurant was very good.
- The guest enjoyed the spa and the pool.
- The hotel services were slow, and the narrator had to wait a long time.
- The room was cleaned every day.
- Towels and toiletries were replaced regularly.
- The check-out process was complicated.
- The bill at check-out was incorrect.
- The staff said goodbye and wished the narrator a nice day.
- The guest wanted to return to the hotel in the future.
________________________
True: 2,3,5,6,9,12,13,15,16,19,20
________________________
Correct version:
1. The guest arrived at the hotel in the morning. True is: The guest arrived at the hotel in the afternoon.
The hotel building was big and beautiful.
3. A staff member helped the guest with their suitcase.
The guest felt unwelcome upon arrival. True is: The guest felt very welcome and relaxed upon arrival.
5. The receptionist was polite and kind.
The receptionist gave the guest the room key.
7. The receptionist did not explain the hotel services. True is: The receptionist explained all the hotel services.
The room was noisy and uncomfortable. True is: The room was clean and quiet.
9. The bed in the room was big and soft.
The air conditioning did not work properly. True is: The air conditioning worked perfectly.
11. The staff was unfriendly during the stay. True is: The staff was always friendly and helpful during the stay.
The food in the hotel restaurant was very good.
13.The guest enjoyed the spa and the pool.
The hotel services were slow, and the guest had to wait a long time. True is: Every service was fast and pleasant, and the guest never had to wait long.
15. The room was cleaned every day.
Towels and toiletries were replaced regularly.
17. The check-out process was complicated. True is: The check-out was fast and simple.
The bill at check-out was incorrect. True is: The bill at check-out was correct.
19. The staff said goodbye and wished the guest a nice day.
The guest wanted to return to the hotel in the future.
###################
Now, that went wrong……….
I arrived at the hotel in the afternoon. The building was small and ugly. A staff member opened the door and looked unhappy. I felt unwelcome. My suitcase was light. No one helped me at first, and I thought, “Oh no, already a problem!”
At the reception, the receptionist was rude and unfriendly. She checked my name but did not give me my room key quickly. This was bad. She did not explain the hotel services at all. I felt confused. I thought, “Hmm, I will have to find out later.”
A staff member refused to help me with my luggage. He did not show me my room. The room was dirty and noisy. The bed was small and hard. I felt tense. The air conditioning was too hot. I could not change it easily. “Why is it always too hot?” I thought.
During my stay, the staff was unfriendly and unhelpful. The food in the restaurant was very bad. I did not enjoy the spa. One time I waited a long time for my food. I thought, “A hair in the soup! Everything is wrong again.”
Every day, my room was messy. Everything was untidy and old. I felt uncomfortable. One day they forgot to bring clean towels. I had to call the reception. “Really? Another small mistake,” I thought.
On the last day, I went to check out. The receptionist was rude. The check-out was slow and difficult. This was terrible. There was a small mistake on my bill. I had to wait to fix it. I thought, “Even the last moment is bad!”
When I left, the staff said nothing and left quickly. I felt unhappy and ignored. No one asked me about my stay. “No one cares about my small complaints,” I thought.
_____________________
Vocabulary:
- to be ugly – to look very bad or unpleasant
- to feel unwelcome – to feel that people do not want you there
- to be rude – to behave in a bad or impolite way
- to feel confused – to not understand what is happening
- to refuse to help – to decide not to help someone
- to feel tense – to feel worried or nervous
- to enjoy – to feel happy or have fun with something
- to be messy – to be dirty or in disorder
- to be untidy – to be messy; things are not in order
- to fix a problem – to solve a problem or make it better
- to feel ignored – to feel that people do not pay attention to you
- to care about something – to think something is important
- a complaint – a statement about something that is wrong or bad
#################
Match questions and answers:
Questions:
- When did you arrive at the hotel?
- What did you think about the hotel building?
- Who opened the door for you?
- How did you feel at that moment?
- Did you have any problem at the beginning?
- What happened at the reception?
- How was the receptionist?
- Why were you a little confused?
- Who helped you later?
- What was your room like?
- Was there anything not good in the room?
- What did you do during your stay?
- Were there any problems during your stay?
- How was your check-out and departure?
Answers:
a. It had a clean and quiet space with a big, soft bed.
b. It was fast, but there was a mistake on the bill, and nobody asked about my stay.
c. The receptionist checked my name and gave me a key.
d. I felt very welcome and happy.
e. One staff member greeted me and smiled.
f. Yes, one time I waited long for food, and one day there were no new towels.
g. Another staff member carried my luggage and showed the room.
h. It looked big and beautiful.
i. She seemed polite and kind.
j. I ate in the restaurant and visited the spa.
k. Yes, my suitcase was very heavy and nobody helped me first.
l. I came in the afternoon.
m. She did not give information about all hotel services.
n. Yes, the air conditioning felt too cold and I could not change it easily.
_______________________
Answers:
1-l, 2-h, 3-e, 4-d, 5-k, 6-c, 7-i,
8-m, 9-g, 10-a, 11-n, 12-j, 13-f, 14-b
_______________________
Correct version:
Interviewer: Good morning. Can I ask you a few questions about your stay?
Guest: Yes, of course.
Interviewer: When did you arrive at the hotel?
Guest: I came in the afternoon.
Interviewer: What did you think about the hotel building?
Guest: It looked big and beautiful.
Interviewer: Who opened the door for you?
Guest: A staff member greeted me and smiled.
Interviewer: How did you feel at that moment?
Guest: I felt very welcome and happy.
Interviewer: Did you have any problems at the beginning?
Guest: Yes, my suitcase was very heavy and nobody helped me first.
Interviewer: What happened at the reception?
Guest: The receptionist checked my name and gave me a key.
Interviewer: How was the receptionist?
Guest: She seemed polite and kind.
Interviewer: Why were you a little confused?
Guest: She did not give information about all hotel services.
Interviewer: Did someone help you later?
Guest: Yes, another staff member carried my luggage and showed me my room.
Interviewer: What was your room like?
Guest: It was clean and quiet with a big, soft bed.
Interviewer: Was there anything not good in the room?
Guest: Yes, the air conditioning felt too cold and I could not change it easily.
Interviewer: What did you do during your stay?
Guest: I ate in the restaurant and visited the spa.
Interviewer: Were there any problems during your stay?
Guest: Yes, one time I waited a long time for food, and one day there were no new towels.
Interviewer: How was your check-out and departure?
Guest: It was fast, but there was a mistake on the bill, and nobody asked about my stay.
Interviewer: Thank you for your answers.
Guest: You are welcome.
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