II. (1) Match the complains with the replies

	My room is in a terrible state.	A	I’m sorry, madam. I’ll make sure it is brought up immediately.
	My cases haven’t been brought to my room.	B	I’ll send someone up to repair it straight away.
	The bulbs in the bathroom have burnt over.	C	I’ll send an electrician up at once.
	I ordered two breakfasts in my room half an hour ago.	D	I’m terribly sorry about that, sir, I’ll talk to the porter right away.
	The shirts and trousers haven’t come back.	E	I’ll contact the Laundry service.
	The shower in the bathroom doesn’t work.	F	I’m sorry, sir, I’ll bring you another one at once.
	My coffee is cold.	G	It should have been cleaned. I’ll contact the Housekeeping straight away.

II. (2) The guests are mentioning problems with their rooms. Match the replies to the requests from the list below.

	Can you send someone up, please? The bulb in my bedside is broken.	A	Oh, I’m sorry. I didn’t notice that. I’ll empty it for you.
	Can you send a chambermaid to room 303? The bed-sheets haven’t been changed.	B	Really? I’m very sorry about that. Some of our staff are still going through training, you see. I’ll make sure she comes back and clean it right away.
	Hello. I’m in room 217. Does nobody look after the plants here? The plant in my room is almost dead.	C	Sorry about that sir. I’ll ask the floor maid to vacuum it at once.
	I’m not satisfied with this room. The carpet is very heavy.	D	Certainly, sir. The Housekeeper will be up to replace it right away.
	You haven’t finished this room yet, have you? The ashtray needs emptying.	E	I’m very sorry, madam. The chambermaid should have changed them. I’ll tell the housekeeper to come up and change them now.
	I’ve just unpacked and there’s a small problem in my room. There are no coat hangers in the wardrobe.	F	Thank you for mentioning it, madam. The Housekeeper is usually very careful about watering them, but she’s been on holiday this week. I’ll send someone up to water it now.
	I’m afraid the chambermaid hasn’t done a very thorough job in my room. The bath hasn’t been cleaned.	G	Oh, dear. I don’t know how that happened. Somebody must have taken them. I’ll bring some up to your room right away.

Very often dissatisfied customers write letters of complaint, describing the difficulties they had during their stay or the unpleasant experience of being a guest at the hotel which did not live up to their expectations.

Read out the two letters below and underline expressions used to complain. Answer the questions below.

Letter 1

Dear Sir,

I'm writing to you concerning my recent stay at your hotel. My wife and I arrived on Saturday and stayed for a week. Although we were treated well and found the service and your staff excellent, there are one or two matters which we felt we should bring to your attention.

Firstly, we had hoped for a complete break from our busy work lives, and indeed your advertisement promised 'peace and quiet' and the chance to relax.

However, we were surprised to find that there was a lot of noisy building work. I understand that repairs are sometimes needed, but is it really necessary to start at seven o'clock in the morning?

Secondly, we had hoped to make use of the 'luxurious pool'. To our astonishment, we found that this was closed for the entire period of our stay.

I hope you do not mind me writing to you about these things, but I would be grateful if you could give me some explanation. As I said at the start, it is a pity when your service is so excellent in other areas.

I look forward to hearing from you.

Yours faithfully,

Simon Bradley

Letter 2

Dear Sir,

I recently had the bad luck to stay in your hotel, and I am now forced to write to you to express my disgust with the service you provided.

From the moment I arrived I was treated in an unfriendly manner. I also found that the promises you made in your advertisement were not true. The hotel was not relaxing it was noisy and uncomfortable. The restaurant was not romantic, and indeed it was hardly a restaurant, as it offered very little variety of food.

Furthermore, there was no transport into town. When I complained about this I was simply told there was a bus strike. Surely you could have provided a taxi service for your guests.

I am a fairly reasonable man, and I am quite prepared to put up with a little inconvenience, but this was too much for me.

If I do not receive a satisfactory explanation and appropriate compensation, I shall be forced to take the matter further. I am sending a copy of this letter to my solicitor and to the local tourist board.

Yours faithfully

Sean Penn

Keys: II.3

1 – d

2 – b

3 – b

4 – a

5 – d

6 – b

7 – a

8 – c

9 – d

10 – a

Keys: II.4

1 – f

2 – g

3 – c

4 – a

5 – b

6 – d

7 – h

8 – e

Keys: task 2

1 – d

2 – h

3 – g

4 – i

5 – a

6 – c

7 – j

8 – b

9 – f

10 – e

Key: II (1)

1 - g

2 - d

3 - c

4 - a

5 - e

6 - b

7 - f

Key II (2)

1 - d

2 - e

3 -f

4 - c

5 - a

6 - g

7 - b

SECTION III

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