Written work

13.Write your own letter of complaint to a hotel manager

14.You are the manager of The Country Village Hotel, and you must reply to the unhappy guests. You don’t want to make excuses but you know there were reasons why the things promised in the advertisement did not happen. Here are some notes for you to use:

PROBLEM

Swimming pool closed - essential maintenance due to damage to

pulp system

Incomplete restaurant service - head chef had to go to hospital suddenly

Noisy building work - building new recreation center (and this is

least busy time of the year)

Bad transport services - bus strike

15.Write a letter to one of the guests for the difficulties he/she had, and explain the reason of them. In your letter you can offer some compensation.

Follow this structure:

Paragraph 1: Thank writer for the letter. Make general apology.

Paragraph 2: Make specific apology and give explanation/reasons for each complaint.

Paragraph 3: Offer some compensation (if you want).

Paragraph 4: Repeat general apology and make closing remarks.

Here are some expressions which may be useful:

Thank you for…

I was sorry to hear…

I would like to explain…

I can assure you…

As a sigh of our concern, we would like to offer…

I hope…

Please accept…

Supplement 1

TOPICAL VOCABULARY

Types of hotels

Inn

Hotel

Motel

Hostel

Chalet

Albergo

Boatel/ botel

Condotel

Gasthous/ Gasthof

Youth hostel

Apartment hotel

All-suite hotel

Hotel garni

Boutique hotel

Beehide-style hotel

Budget hotel

Casino hotel

Motor hotel

Middle-of-the-road hotel

Commercial hotel

Resort hotel

Airport hotel

Congress hotel

Country house hotel

Extended-stay hotel

Luxury hotel

Resort hotel

RV park

Five/four/three-star hotel

Summer hotel

Tourist hotel

Townhouse hotel

Transit hotel

Discount hotel

Health spa

Guest house

Rooming house

Holiday village

Campground

Motor hotel

Motor inn

Motor lodge

Parador

Pousada

Ryokan

Bed and breakfast hotel (B&B)

Half board (HB)

Full board (FB)

Hotel tariff terms

American Plan

Bed and board

Bed and breakfast

Bermuda Plan

Continental Plan

Demi-pension

En pension

European Plan

Full-board

Modified American Plan

Services and facilities provided in a hotel

laundry service

dry cleaning service

ice machine

lounge

Porter/Bellman

newsstand

shoe shine

safety deposit box

wake-up call

pets allowed/not allowed-

foreign currency exchange-

health/fitness/exercise center-

valet parking

continental breakfast

indoor/outdoor pool

sauna

internet access

baby sitting

safety deposit box

cable TV

Types of rooms

a single room

a double room

a double double room

a triple room

a quads room

a twin room

a smoking room

a non-smoking room

a family room

a function room

a penthouse

a display room

a standard room

a superior room

a junior suite room

a suite room

en suite

an exhibition room

an adjoining room

a presidential suite

a cabana

a conecting room

an afficiency

a king room

a lanai

a queen room

Bed types

Berth

Bunk

Single bed

Double bed

Double double bed

Twin bed

“Z” bed

Rollaway bed

Sofa bed

Studio bed

Hollywood bed

King (size) bed

Queen (size) bed

Murphy bed

Signs in a hotel

Booked

All booked up

Vacancy

No vacancy/ies

Valet parking

Do not disturb

Hotel workers (occupations)

a maid/housekeeper

a bell-boy/bellhop

a valet

a houseman

a bellman/ porter/ bell hop

an activity host(ess)

an animator

a chef

a head (hall) porter

a hotel representative

a maitre d’hotel

a hotel manager

a general manager

a pool attendant

a fireguide

a maintaince

a bell captain/ concierge

a clerk

a front desk clerk/receptionist

Useful words and expressions

to book a hotel

to reserve a hotel

time of arrival

time of departure

(to) check in

(to) check out

to call the front desk

to order room service

to cancel reservation / booking

reservation

room rates

sitting area

accommodation

to complete / to fill in a form

reception

arrive date / date of arrival

room service

to make a reservation / to book a room

no vacancies

booking confirmation