Topic: Hotel
Mode: Interpretive
Level: Novice
Students will answer comprehension questions related to hotel reservations.
Components of this activity: Script, comprehension questions
Instructions to the teacher
In the following scenario, a person calls a hotel and leaves a message about a problem with their reservation. The hotel responds with a voice message as well. Ask students to listen to the two voicemails: (1) that of the complainant and (2) the response from the hotel (you can audio-record these messages prior to the lesson or read them out loud in class). After listening, students will answer the comprehension questions that follow.
Instructions to students
Listen carefully to the two voicemails between an unhappy customer and a hotel and then answer the following questions.
Script
The Complainant’s Message
Hi, I’m Jane Doe, and I made a hotel reservation online through BestHotels.com. I noticed a small problem in the confirmation email I received. The email says that my stay is from April 10th to 15th, but I originally made the reservation from 10th to 16th. Is there any way that this can be fixed? Thank you.
The Hotel’s Response
Hello Ms. Doe. We sincerely apologize for the trouble you had with your reservation. We have corrected your reservation in our system to reflect that you will be staying from April 10th to April 16th. To make up for the problems you had, we will not charge you for the final night of your stay and we are upgrading your room from a premium single to a deluxe single. We hope you enjoy your stay with us.
Comprehension Questions
- How did Jane know there was something wrong with her reservation?
- What was the problem with her reservation?
- What did the hotel do for Jane’s problem?
- What was Jane’s original room type?
- What was Jane’s room type after her reservation was corrected by the hotel?