(W: Hotel Reception C: Customer M: Manager)
W: Good evening, sir. How can I help you?
C: Yes, we just checked in[1] and our room is unacceptable. It's room eighteen ten.
W: Is there something wrong with the room?
C: Yes, there certainly is. We requested a non-smoking[2] room, but the room smells of[3] smoke.
❓How long has he been at the hotel?
-He has just checked in.
W: Let me check. Yes, that room is supposed to be a non-smoking room.
C: Well, somebody certainly didn't follow the rules. The curtains smell like cigars. We can hardly breath, and the windows won't open.
W: Right, the windows don't open, sir. I'm really sorry about this. Let me see if I can find you another room.
C: Yes, please. We certainly can't stay in that room. Both of our kids have asthma[4], so the smell of smoke can cause breathing problems.
W: Yes, I understand your concern.
❓ They can't stay in the room because -it can cause breathing problems for their kids.
Let me see if I can find you another room.
W: Sir, I'm afraid we don't have any other rooms with two double beds[5]. If you'll excuse me, I'll speak with my manager. Sorry about this.
C: We're really tired and we would like to get some rest as soon as possible.
W: Yes, I understand. If you don't mind, could you wait in the lounge[6] near the elevators? I shouldn't be long.
C: Sure, I hope it doesn't take time.
Sir, I'm afraid we don't have any other rooms with two double beds.
✅ Is there something wrong with the room?
✅ The hotel staff member is being polite and understanding.
✅ Yes, that room is supposed to be a non-smoking room.
✅Sir, I'm afraid we don't have any other rooms with two double beds.
✅They can't stay there because both of their kids have asthma.
M: Good evening sir, I'm the manager here, I'm sorry to hear about your room.
C: Yes, we are not happy, and we are really tired. I hope you can help us.
M: I'm sure we can. Since we don't have another non-smoking room for you, I'll upgrade you to a suite[7]. Would that be ok?
C: Yes, that would be fine. There is no extra cost, right?
M: No sir. There will be no extra charge.
❓What does the manager offer to do?
Upgrade them to a suite.
C: And it's non-smoking, right?
M: Yeah sir. I've confirmed that it's non-smoking.
C: Thanks. I really appreciate your help.
M: It's my pleasure, sir. I hope you and your family have a wonderful stay with us. Here is my card. If there is anything else I can do for you, please let me know.
C: I will. Have a good evening.
M: Thank you sir, and once again, let me apologize for the same inconvenience[8].
The manager apologizes for the inconvenience.
✅I've confirmed that it's non-smoking.
✅The manager confirms that it's a non-smoking room.
✅There will be no extra charge.
✅I'm the manager here, and I'm sorry to hear about your room.
✅I hope you and your family have a wonderful stay with us.
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