Английский язык туризм и гостиничный сервис

e I'll fetch you a dry one.

f If you tell me which one you read, I'll have it delivered. g I'll get you a clean one.

h I'll have it replaced.

i I'll have a stronger one fitted.

j I'll have one brought to your room. к I'll have a new one put up.

I I'll have it checked.

m I'll call the operator and have it checked. n I'll get someone to empty it.

20. Read the email about a holiday booked through a tour operator. List the specific points the writer makes.

Dear Sir or Madam,

I am writing to complain about the terrible organisation of a holiday recently booked with Med Tours.

My wife and I had chosen to stay in Bugibba, Malta from 19-26 June (ref: BMT 532) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening, tired and frustrated with having wasted the first day of the holiday.

The hotel was reasonably comfortable but the food lacked variety and the service was poor. Although advertised as 'a stone's throw from the beach', the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes' walk away. The shops in the resort were crowded and expensive and there were a lot of noisy roadworks in the town.

Last but not least, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as 'a haven of peace and tranquillity'. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully, Arthur Grundy

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21. Use the following information to plan a reply to the complaint. Make a list of the points you want to make then write a reply.

Letters of apology

The following phrases are useful when writing letters of apology.

•Thank the person for bringing the matter to your attention

Thank you for bringing this matter to our attention.

•Express sympathy

We are very sorry to hear that ...

•Apologise if necessary

We apologise for ...

Please accept our apologies for ...

•State what action you will take

Please be assured that we will ...

•Remind the reader that his / her relationship with you is important

We value your custom highly. Your satisfaction is our priority.

•Make a goodwill gesture if appropriate

Please find enclosed a voucher for ...

A NIGTHMARE HOLIDAY 22. Read the holiday advertisement.

7 nights in one of the

Caribbean's most exclusive resorts

for just $860!

Stay in the luxurious Sunset Hotel, which offers you:

*restaurant with local and * collection from airport by hotel

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Book now while the offer lasts!

Tourist role card

You, your wife / husband and your two-year-old daughter have just come back from this resort and it was the worst holiday of your life. You are going to complain to the tour operator and try to get some compensation. Here are some of the problems you had:

•You were not collected from airport. You had to pay $50 for a taxi to take you to the hotel.

•The room overlooked the swimming pool and bar. You only had a partial view of the ocean.

•The swimming pool was unsuitable for children: it was crowded and there was no lifeguard.

•The spa wasn't working.

•The local beaches were all private. The nearest public beach was a 20minute walk from the hotel.

•The outside bar was open all night and very noisy. You and your family couldn't sleep.

•On two nights the restaurant only provided local food which your daughter couldn't eat.

•All the excursions were fully booked when you arrived.

Useful expressions

I want to complain about ...

A number of things went wrong. To start with ...

What's more ...

Another complaint I have is ...

Another problem we had was ...

I believe I am entitled to a refund.

Tour operator role card

You sell all-inclusive holidays to the Caribbean. You have had some

complaints about the package holiday in the Sunset Hotel. You are going

to talk to someone who has just returned from their holiday. Apologise

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and explain why things went wrong where possible. You can give him / her some compensation but not more than the equivalent of $250.

Here are some of the problems you know about:

•The hotel only has one bus for collecting guests from the hotel. If they cannot be at the airport exactly at the time the flight arrives, they expect the guest to wait at the airport.

•You have to pay a supplement for rooms which have a direct view of the ocean. Most of the rooms only have a partial view.

•The spa is currently closed for repair.

•The beach is a short distance from the hotel. The advertisement doesn't say that the hotel is near the beach.

•Last week was the local carnival so the bars were open all night.

•For the same reason, the restaurant decided to provide only local food for two of the nights.

•The excursions have been very popular recently because of the bad weather.

Useful expressions

What exactly was the problem?

I'm very sorry to hear that.

I can explain that. You see, ...

I'll make a note of that now and I'll look into it.

Thank you for bringing these matters to our attention.

In compensation I'd like to offer you ...

23. Read the holiday advertisement.

THE HOLIDAY OF A LIFETIME!

Two wonderful weeks on this island of paradise for only $395 per person! (flight included)

Stay in the beautiful Palace Hotel, which offers you:

•luxurious rooms with en-suite bathrooms

•breathtaking views of the surrounding scenery

•private swimming pools

•wonderful food, including local specialities

•three lively bars open all night

•two beautiful beaches close to the hotel.

And our all-in-one price includes:

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•bus from the airport to the hotel

•excursions to local beauty spots

•a local guide who is fluent in English

•horse riding in the mountains.

So why not come to sunny Swamkattar – for a holiday you'II never forget!

Tourist role card

You've just come back from Swamkattar, and it was the worst holiday of your life! You are now going to complain to the travel agent who sold you the holiday. Try to get at least some of your money back! Here are some things that went wrong with your holiday.

•You had to share your room (and bathroom) with another family.

•All you could see from your window was a nuclear power station.

•The swimming pools were half empty.

•The food was disgusting, and sometimes there were insects in it! You had to eat in the restaurant next door, and spent over $200 there.

•None of the bars served alcohol.

•The beaches near the hotel were covered in oil.

•There was no bus to meet you at the airport. You had to take a taxi, which cost $50.

•You only went on one excursion – to the nuclear power station!

•The guide was eighty-six years old – and deaf!

•There were no horses, only one very old donkey (which died).

Travel agent role card

You sell cheap holidays to Swamkattar, but you've heard from the manager of the Palace Hotel that there have been a lot of problems on the island. You are going to talk to someone who's just returned from their holiday. Explain why things went wrong with his / her holiday. You are allowed to give him / her some money back, but not all of it.

Here are some problems the hotel manager told you about.

•On Swamkattar it is the local custom for guests to share rooms.

•Only the windows on the left side of the hotel have good views.

•It hasn't rained for six months, so there is a water shortage on the island.

•The chef died (of food poisoning!) so his brother did the cooking. Fried insects are a local speciality.

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•There has recently been an election on Swamkattar. The new government has banned alcohol.

•Two weeks ago an oil tanker crashed near the hotel.

•There are two exits to the airport. The bus usually waits outside the back exit.

•Your most popular excursion is to the nuclear power station. All other excursions started at 5 a.m.

•The guide had a car accident recently, so his father took his place.

•The military police took all your horses.

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