Text 2 Hotel Classification

One useful guide to follow when making your hotel selection is the British Tourist Authority’s classification system. Over 17,000 hotels, guesthouses, motels, inns, B&Bs and farmhouses take part in the system. The classification gradings range from "listed" (the lowest category) to "five crowns".

An annual inspection is carried out by the local tourist board to ensure standards are maintained. The number of crowns given is related to the range of facilities and services offered but a lower classification does not imply lower standards. This is where the BTA’s "quality gradings" system comes in. These grade places, but on criteria such as warmth of welcome and comfort of furnishings. The four levels of ratings are termed "approved", "commended", "highly commended" and "de luxe". Thus you may come across a de luxe B&B which has only one crown – this means that while its facilities are limited they are nevertheless of a very high standard.

Crown classification

* Accommodation with additional facilities, including washbasins in all bedrooms, a lounge and use of telephone.

** A wider range of facilities and services, including morning tea and calls, bedside lights, colour TV in lounge or bedrooms, luggage assistance.

*** At least one third of the bedrooms with an en suite WC and bath or shower, plus easy chair and full‑length mirror. Shoe cleaning facilities, hairdryers and hot evening meals available.

**** At least one third of the bedrooms with an en suite WC and bath or shower, plus colour TV, radio and telephone. 24‑hour access and lounge service until midnight. Last orders for meals 20.30 or later.

***** All bedrooms have WC, bath and shower en suite, plus a wide range of facilities and services, including room service, all‑night lounge service and laundry service. Restaurant open for breakfast, lunch and dinner.

Text 3 Complaints

1)

Brewster: Good evening. My name is Brewster. There’s a booking in my name. A single room, three nights.

Receptionist: I’m awfully sorry, Mr. Brewster, but we’ve let the room to someone else and there are no others available.

Brewster: What do you mean, you’ve let the room? I made booking weeks ago.

Receptionist: I know, sir, but you should have checked in before six this evening. It’s nearly ten now. There’s a six p.m. release on all our rooms. It was in the letter of confirmation.

Brewster: That’s very pleasant, isn’t it? My plane was 4 hours late. And now you tell me that you’ve let my room.

Receptionist: I’m terribly sorry, this is the situation. Let me see if I can book you another room in a nearby hotel, and we’ll arrange the transfer.

Brewster: I think that’s the least you can do. Well, all right, go ahead. I’ve got to sleep somewhere.

Receptionist: Good. Please take a seat and I’ll soon have something arrange for you.

Receptionist: Good morning, Mrs. Dupont. Is everything all right?

Dupont: No, it’s not. Someone’s stolen some of my valuables – two rings and a gold watch.

Receptionist: I’m sorry to hear that madam. Where were they?

Dupont: In my room. And the door was locked. It can only be one of your staff. I want my things back. And fast.

Receptionist: Well, I certainly understand that you’re upset about losing them and we’ll do all we can do to help. If they are really missing, it’s a matter for the police.

Dupont: What do you mean, "if they are missing"? I told you they were.

Receptionist: Yes, madam, but first I’ll have one of the Housekeeping staff look through in case they’re still there. But I must say we can’t be held responsible. You should have deposited the valuables with Reception. It says so on the Key Card.

Dupont: That’s not good enough. I want to see manager. Immediately.

Receptionist: I’ll be glad to call the duty manager for you, madam, but he’ll certainly say the same. We have very clear instructions about valuables and we must follow them.