…………………….what can go wrong

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A summary:
.

Hotels can have different problems that make guests unhappy. The most common problem is cleanliness. Guests do not like dirty bathrooms, hair in the sink, stained sheets, or bad smells. Clean rooms make guests feel safe and comfortable.

Another problem is noise. Guests can hear loud neighbors, children running, staff in the hallway, traffic, or construction. Noise makes it hard for guests to sleep and enjoy their stay.

Service and staff attitude are very important. Guests do not like rude or slow staff. Staff should be friendly and helpful. Good service makes guests happy and want to return.

Room problems can also cause complaints. Broken air conditioning, lights, TVs, or taps make guests uncomfortable. Hotels should check that everything works.

Check-in and check-out can be difficult. Guests do not like waiting a long time, wrong bookings, or confusing bills. First and last impressions are very important.

Sometimes guests are unhappy with their room. They may get a smaller room, a bad view, or the wrong bed. This can make them feel disappointed.

Guests also notice when hotel services are not working, like pools, gyms, or shuttle buses. Rooms that are too hot, too cold, or stuffy also make guests uncomfortable.

Finally, guests can have problems with the bill. Extra charges or difficult refunds make guests feel unhappy.

In summary, clean rooms, quiet places, friendly staff, working equipment, and fair bills are very important. Good service makes guests happy, and they will come back and give good reviews.

_______________________

Vocabulary:

a sink – the place in a bathroom or kitchen where you wash your hands or dishes
stained sheets – bed sheets with marks or dirt on them
to feel safe – to not be afraid or worried
a hallway – a long passage inside a building that leads to rooms
construction noise – loud sounds from building work outside or nearby
to enjoy a stay – to have a good time while staying somewhere
staff attitude – the way hotel workers behave or act toward guests
rude staff – workers who are not polite or nice to guests
a complaint – when a guest says something is wrong or not good
broken A/C – air conditioning that does not work
a tap – a device that gives water in a sink or shower
a confusing bill – a bill that is difficult to understand
first impression – what someone thinks when they see something for the first time
to feel disappointed – to feel unhappy because something is not as expected
to notice something – to see or hear something and realize it
a stuffy room – a room with little fresh air, hot or uncomfortable
a bill – a paper that shows how much money you must pay
an extra charge – money you must pay in addition to the normal price
a refund – money that comes back to you if you paid too much or were not happy
equipment (hotel) – things in a hotel that guests use, like TV, A/C, or coffee machine
a review – what a guest writes or says about their experience at a hotel

###################

Multiple choice:

audio file 1-14:

audio file 15-21

What is a sink?
a) A place to wash hands or dishes
b) A small table to put things on
c) A chair in the room to sit on
What are stained sheets?
a) Blank sheets of paper to write on
b) Bed sheets with marks or dirt
c) Clean towels in the bathroom to use
What does it mean to feel safe?
a) To sleep well at night in bed
b) To look out of the window and see
c) To not be afraid or worried
What is a hallway?
a) A small garden outside the building
b) A long passage leading to rooms
c) A place to cook food and eat
What is construction noise?
a) Loud sounds from building work nearby
b) People talking in the hotel lobby
c) Music playing in the hotel rooms
What does to enjoy a stay mean?
a) To clean the hotel room quickly
b) To have a good time while staying
c) To write a bill for guests to pay
What is staff attitude?
a) The menu with food and drinks
b) The way hotel workers behave
c) The color of walls in the room
Who are rude staff?
a) Staff who are very fast and loud
b) Staff who clean the pool or garden
c) Workers who are not polite to guests
What is a complaint?
a) When a guest says something is wrong
b) A key to open a room door
c) A bed in the guest room to sleep
What is broken A/C?
a) A fridge in the minibar that is empty
b) Air conditioning that does not work
c) A TV in the room that cannot turn on
What is a tap?
a) A device that gives water in sink
b) A small towel in the bathroom to use
c) A lamp in the hallway to see
What is a confusing bill?
a) A map of the city for guests to use
b) A list of TV channels in the room
c) A bill that is difficult to understand
What is first impression?
a) The name on the door of the room
b) What someone thinks the first time
c) A welcome drink for new guests
What does to feel disappointed mean?
a) To feel unhappy because of expectations
b) To clean the room quickly and well
c) To wake up early in the morning

————-end of audio file—————
What does to notice something mean?
a) To wash hands in the sink carefully
b) To pay the bill quickly at the desk
c) To see or hear and realize it
What is a stuffy room?
a) A room with little fresh air inside
b) A room with many windows open
c) A room near the swimming pool
What is a bill?
a) A paper showing how much to pay
b) A sign outside the hotel building
c) A card with hotel rules to follow
What is an extra charge?
a) A gift for the guest from the hotel
b) Money paid in addition to normal price
c) A discount on the room price for guests
What is a refund?
a) Money that comes back to you
b) A letter from the hotel manager
c) A new key for the hotel room
What is equipment (hotel)?
a) Decorations on the walls in rooms
b) Things guests use, like TV or A/C
c) Staff uniforms worn by workers
What is a review?
a) A map of the hotel building for guests
b) A daily cleaning schedule for staff
c) What a guest writes about their experience

__________________________

Answers:

1-a, 2-b, 3-c, 4-b, 5-a, 6-b, 7-b, 8-c,
9-a, 10-b, 11-a, 12-c, 13-b, 14-a, 15-c,
16-a, 17-a, 18-b, 19-a, 20-b, 21-c

__________________________

Correct version:

a sink – A place to wash hands or dishes
stained sheets – Bed sheets with marks or dirt
to feel safe – To not be afraid or worried
a hallway – A long passage leading to rooms
construction noise – Loud sounds from building work nearby
to enjoy a stay – To write a bill for guests to pay
staff attitude – The way hotel workers behave
rude staff – Workers who are not polite to guests
a complaint – When a guest says something is wrong
broken A/C – Air conditioning that does not work
a tap – A device that gives water in sink
a confusing bill – A bill that is difficult to understand
first impression – What someone thinks the first time
to feel disappointed – To feel unhappy because of expectations
to notice something – To see or hear and realize it
a stuffy room – A room with little fresh air inside
a bill – A card with hotel rules to follow
an extra charge – Money paid in addition to normal price
a refund – Money that comes back to you
equipment (hotel) – Things guests use, like TV or A/C
a review – What a guest writes about their experience

###################

Gap-fill exercise:

The ______ in the bathroom was leaking, so I couldn’t wash my hands.
a) tap
b) bill
c) hallway
I wrote a ______ about the dirty sheets in my room.
a) complaint
b) review
c) refund
The hotel staff were very polite; their ______ was excellent.
a) equipment
b) staff attitude
c) extra charge
I couldn’t sleep because the ______ from the construction next door was very loud.
a) sink
b) tap
c) noise
My room felt very ______ because the windows were closed and there was no air circulation.
a) stuffy
b) clean
c) rude
I asked for a ______ because the hotel charged me twice by mistake.
a) tap
b) refund
c) review
The ______ was very helpful and explained everything about the hotel facilities.
a) hallway
b) staff attitude
c) equipment
The hotel sent me a ______ after my stay to know my opinion.
a) complaint
b) tap
c) review
I noticed that the ______ in my room was not working properly; I could not watch TV.
a) equipment
b) hallway
c) tap
There was an ______ for using the minibar that I didn’t expect.
a) extra charge
b) refund
c) sink
The hotel provided a large, comfortable ______ for all guests to walk between rooms.
a) tap
b) sink
c) hallway
I felt ______ when I saw that my room was smaller than advertised.
a) disappointed
b) safe
c) noisy
I left a note because I wanted the staff to ______ the problem with my AC.
a) notice
b) enjoy
c) complain
I always feel ______ in a hotel with strong locks and security cameras.
a) stained
b) disappointed
c) safe
The sheets in my room were ______; they had stains and hairs from the previous guest.
a) stained
b) broken
c) confusing

————————————

Answers:

1-a, 2-c, 3-b, 4-c, 5-a, 6-b,
7-b, 8-c, 9-a, 10-b, 11-c,
12-a, 13-b, 14-c, 15-a

_______________________

Correct answers:

The tap in the bathroom was leaking, so I couldn’t wash my hands.
I wrote a refund about the dirty sheets in my room.
The hotel staff were very polite; their staff attitude was excellent.
I couldn’t sleep because the noise from the construction next door was very loud.
My room felt very stuffy because the windows were closed and there was no air circulation.
I asked for a refund because the hotel charged me twice by mistake.
The staff attitude was very helpful and explained everything about the hotel facilities.
The hotel sent me a review after my stay to know my opinion.
I noticed that the equipment in my room was not working properly; I could not watch TV.
There was an extra charge for using the minibar that I didn’t expect.
The hotel provided a large, comfortable hallway for all guests to walk between rooms.
I felt disappointed when I saw that my room was smaller than advertised.
I left a note because I wanted the staff to notice the problem with my AC.
I always feel safe in a hotel with strong locks and security cameras.
The sheets in my room were stained; they had stains and hairs from the previous guest.

###################

Match the word to its definition:

Words:

tap
complaint
staff attitude
noise
stuffy
refund
hallway
review
equipment
disappointed
notice
safe
stained
extra charge

Definitions:

A. Money returned to a guest because of a problem or mistake
B. Something that gives water in a sink
C. How hotel workers behave toward guests
D. When a guest says something is wrong with the hotel or room
E. Feeling unhappy because something did not meet expectations
F. Items in a hotel room or facility that guests use, like TV or A/C
G. A long passage connecting rooms in a hotel
H. A mark or dirt on sheets or towels
I. A written opinion about the hotel after a stay
J. Loud sounds that disturb sleep or peace
K. Something that causes additional cost beyond the normal price
L. To see or become aware of something
M. Feeling comfortable and protected, not in danger
N. A room that has little fresh air or ventilation

Answers:
1-B, 2-D, 3-C, 4-J, 5-N, 6-A,
7-G, 8-I, 9-F, 10-E, 11-L,
12-M, 13-H, 14-K

Correct version:

extra charge – Something that causes additional cost beyond the normal price

tap – Something that gives water in a sink

complaint – When a guest says something is wrong with the hotel or room

staff attitude – How hotel workers behave toward guests

noise – Loud sounds that disturb sleep or peace

stuffy – A room that has little fresh air or ventilation

refund – Money returned to a guest because of a problem or mistake

hallway – A long passage connecting rooms in a hotel

review – A written opinion about the hotel after a stay

equipment – Items in a hotel room or facility that guests use, like TV or A/C

disappointed – Feeling unhappy because something did not meet expectations

notice – To see or become aware of something

safe – Feeling comfortable and protected, not in danger

stained – A mark or dirt on sheets or towels
#####################

True or false:

A review is a written opinion about a guest’s stay.
A stuffy room has plenty of fresh air and is very ventilated.
Stained means there is a mark or dirt on sheets or towels.
Extra charge means there is no additional cost beyond the normal price.
To notice something means to become aware of it.
Staff attitude refers to how hotel workers behave toward guests.
Feeling safe means the guest is at risk and uncomfortable.
Noise in a hotel usually makes guests feel comfortable and relaxed.
A tap is used to turn on water in a sink.
Disappointed means a guest feels happy because everything was perfect.
Equipment in a hotel includes things like TV, A/C, or hairdryers.
Stained sheets are perfectly clean and ready for guests.
A refund is money returned to a guest when there is a problem.
A hallway is a room where guests sleep.

_________________________

True: 1,3,5,6,9,11,13

_________________________
Correct version:

A review is a written opinion about a guest’s stay.

A stuffy room has plenty of fresh air and is very ventilated. True is: A stuffy room has little fresh air and poor ventilation.

Stained means there is a mark or dirt on sheets or towels.

Extra charge means there is no additional cost beyond the normal price. True is: Extra charge means there is additional cost beyond the normal price.

To notice something means to become aware of it.

Staff attitude refers to how hotel workers behave toward guests.

Feeling safe means the guest is at risk and uncomfortable. True is: Feeling safe means the guest is protected and not in danger.

Noise in a hotel usually makes guests feel comfortable and relaxed. True is: Noise in a hotel usually disturbs guests and makes them uncomfortable.

A tap is used to turn on water in a sink.

Disappointed means a guest feels happy because everything was perfect. True is: Disappointed means a guest feels unhappy because something did not meet expectations.

Equipment in a hotel includes things like TV, A/C, or hairdryers.

Stained sheets are perfectly clean and ready for guests. True is: Stained sheets are dirty or have marks from previous guests.

A refund is money returned to a guest when there is a problem.

A hallway is a room where guests sleep. True is: A hallway is a long passage connecting rooms in a hotel.

################

Complete the dialogue, words below:

broken – complaints – dirty – sheets – refund –
polite – front desk – respected – noise –
maintenance – carefully –
impression – quick

——————————

Interviewer: Hello! Can you introduce yourself and your job at the hotel?
Staff: Hello! My name is Salas, and I work at the __________

1. Interviewer: Why do guests usually complain about cleanliness?
Staff: Because sometimes bathrooms or __________ are not clean.

2. Interviewer: How do you help a guest who is disturbed by __________?
Staff: We apologize and try to move them to a quiet room.

3. Interviewer: When a guest says the AC is __________, what do you do?
Staff: We call __________ immediately and offer another room if possible.

4. Interviewer: Who checks the room before the guest arrives?
Staff: The cleaning staff and front desk staff check the room.

5. Interviewer: Where do most __________ about extra charges happen?
Staff: At the reception when guests pay the bill.

6. Interviewer: Which complaints are most serious for guest satisfaction?
Staff: Noise, broken equipment, and __________ rooms are very serious.

7. Interviewer: How can staff show good attitude to guests?
Staff: By being polite, friendly, and helpful.

8. Interviewer: Why is it important to notice problems early?
Staff: Because __________ action makes guests feel safe and __________.

9. Interviewer: How do you respond if a guest feels disappointed with the room?
Staff: We apologize, listen __________, and try to fix the problem.

10. Interviewer: What should staff do when a guest asks about a __________?
Staff: Check the bill and explain clearly how the money will be returned.

11. Interviewer: When do guests usually form their first __________?
Staff: When they enter the hotel or speak to staff at the front desk.

12. Interviewer: Can you give advice to new staff about handling complaints?
Staff: Yes, always stay calm, __________, and solve problems quickly.

——————————-

Full version:

Interviewer: Hello! Can you introduce yourself and your job at the hotel?
Staff: Hello! My name is Anna, and I work at the front desk.

1. Interviewer: Why do guests usually complain about cleanliness?
Staff: Because sometimes bathrooms or sheets are not clean.

2. Interviewer: How do you help a guest who is disturbed by noise?
Staff: We apologize and try to move them to a quiet room.

3. Interviewer: When a guest says the AC is broken, what do you do?
Staff: We call maintenance immediately and offer another room if possible.

4. Interviewer: Who checks the room before the guest arrives?
Staff: The cleaning staff and front desk staff check the room.

5. Interviewer: Where do most complaints about extra charges happen?
Staff: At the reception when guests pay the bill.

6. Interviewer: Which complaints are most serious for guest satisfaction?
Staff: Noise, broken equipment, and dirty rooms are very serious.

7. Interviewer: How can staff show good attitude to guests?
Staff: By being polite, friendly, and helpful.

8. Interviewer: Why is it important to notice problems early?
Staff: Because quick action makes guests feel safe and respected.

9. Interviewer: How do you respond if a guest feels disappointed with the room?
Staff: We apologize, listen carefully, and try to fix the problem.

10. Interviewer: What should staff do when a guest asks about a refund?
Staff: Check the bill and explain clearly how the money will be returned.

11. Interviewer: When do guests usually form their first impression?
Staff: When they enter the hotel or speak to staff at the front desk.

12. Interviewer: Can you give advice to new staff about handling complaints?
Staff: Yes, always stay calm, polite, and solve problems quickly.

####################

Complete, fill in, words below:

attitude – extra charges – arrive – calm –
front desk – impression – complain –
solve – safe –
carefully

——————————–

My name is Anna. I work at the __________ of a hotel.
Guests often __________ about cleanliness, noise, and broken equipment.
Staff must check the rooms before guests __________ and notice any problems.
If a guest is unhappy, staff should apologize, listen __________, and try to __________ the problem quickly.
Good staff __________ is very important.
Being polite, friendly, and helpful makes guests feel __________ and respected.
Refunds or __________ must be explained clearly.
Guests form their first __________ when they enter the hotel or speak to staff.
New staff should stay __________ and solve problems politely.
——————————-

Correct version:

My name is Anna. I work at the front desk of a hotel. Guests often complain about cleanliness, noise, and broken equipment. Staff must check the rooms before guests arrive and notice any problems. If a guest is unhappy, staff should apologize, listen carefully, and try to solve the problem quickly. Good staff attitude is very important. Being polite, friendly, and helpful makes guests feel safe and respected. Refunds or extra charges must be explained clearly. Guests form their first impression when they enter the hotel or speak to staff. New staff should stay calm and solve problems politely.
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🙈Beyond luxury — where excellence becomes an experience. But…………… 🙈(A2)