It is often not enough to just say ‘Sorry’ and promise it won’t happen again.

You may apologize like this:

Oh, dear, I’m most awfully sorry.

I can’t tell you how sorry I am.

I’m so sorry, I didn’t realize.

I just don’t know what to say.

I’m ever so sorry.

You are staying at a hotel and a lot of things have gone wrong. Build conversation like this from the prompts below, using expressions presented above:

Guest Excuse me, I wonder if you could help me.

Manager What seems to be the trouble, sir?

Guest Well, you see, there doesn’t seem to be any hot water in my room.

Manager Oh, I’m sorry. I’ll have it to at once.

Guest Thanks very mush.

Heating air condition

Pillows slow service

Shower soap

8. Staff often need to say that some other person will perform a service that a customer requests. Notice how this is done:

• There isn’t any instant coffee in my room. (send up)

• I’ll have it sent up.

In a similar way, say that you will have the following things done.

1. The TV doesn’t work in room 512. (fix)

2. There aren’t any towels in my room. (send up)

3. My shower still isn’t right. (repair)

4. You said you’d get me a hair drier. (deliver to your room)

5. Are you sure this bill is correct? (check)

6. I’ve left my luggage in the room. (bring down)

9. You have just checked into a hotel. It is not surprising that you complain about the room given to you. The housekeeping staff didn’t do a number of things that they should have done before you saw the room.

e.g. They should have changed the sheets.

They should have closed the wardrobe.

Now say what other things the housekeeping staff should have done.

bed – to make carpet- to vacuum ashtray-to clean

tray- to remove lamp- to replace waste- paper basket- to empty

10. Work in groups. Discuss the following:

1. What do tourist usually complain of ?

2. What can go wrong on a holiday?

3. What should a tourist do if something goes wrong?

4. What operators should do when tourists make complaints?

11. Translate into English.

Господа, недавно я вернулась из тура по России, организованного вашей фирмой.

Должна сказать, что поездка меня просто расстроила.

Гостиницы, в которых мы жили, были отвратительными и располагались на окраинах городов, а не в центрах, как было указано в договорах.

Питание и обслуживание в этих гостиницах были ужасными.

В номерах ничего не работало: ни кондиционер, ни душ, ни телефон, ни телевизор.

В некоторых номерах не было даже электричества.

Вы должны были сказать нам, что все гиды плохо говорят по- английски и совсем не понимают носителей языка.

Во время поездки были постоянные задержки и неоднократно терялся багаж.

Нам постоянно грубили, когда мы обращались с жалобами.

Я уверена, что ваша фирма обязана вернуть мне все деньги, а также выплатить компенсацию, за моральный ущерб.