Lesson 25: Hotel Check-in Problem

Real World

Hotel Check-in Problem

Dealing with booking errors and solutions.

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Comprehension Quiz

1. What is the problem at the beginning?

The guest forgot his passport. The receptionist cannot find the reservation. The hotel is closed.

2. Why was there a problem?

The booking was for the wrong month. The computer is broken. The guest has no money.

3. How does the receptionist fix the problem?

She sends him to another hotel. She gives him a refund. She upgrades him to a suite for free.

Guest: Hello, I am checking in. The name is Smith.

Receptionist: One moment, please... I am sorry, Mr. Smith, but I cannot find your reservation.

Guest: That is impossible. I booked it two weeks ago. Here is my confirmation number.

Receptionist: Ah, I see the problem. You booked the room for next month, not this month. We are fully booked tonight.

Guest: Oh no! What am I going to do?

Receptionist: Don't worry. Since it was a system error, we will upgrade you to the Executive Suite for free.

Guest: Wow, thank you very much!