Listening - A Problem At The Hotel

🎧 Listen to the audio and complete the activities below.

📜 Click to View Audio Transcript ▼

Receptionist: Good evening, sir. Welcome to the Grand Horizon Hotel. How can I help you today? Guest: Good evening. I have a reservation under the name of Mark Stevens. Receptionist: Let me check... Ah, yes, Mr. Stevens. A double room for three nights. Guest: Actually, I booked a single room with a king-size bed and a city view. Receptionist: Oh, I am so sorry about that! Let me look into our system. It seems we had a system glitch today, and your room was assigned incorrectly. Guest: That is a bit frustrating. I am very tired after a long flight and just want to rest. Receptionist: I completely understand, Mr. Stevens. I apologize for the inconvenience. Since we are fully booked tonight in the standard category, I will upgrade you to a Deluxe Suite on the top floor at no extra charge. Guest: Oh, really? That is very kind of you! Does it have a city view? Receptionist: Yes, it has a beautiful view of the city lights and includes free breakfast. Here is your keycard for Room 502. The elevator is on your left. Guest: Thank you so much for your help! Receptionist: You are very welcome. Enjoy your stay!

ACTIVITIES

Activity 1: Multiple Choice Choose the correct option for each question.

1. What kind of room did Mark Stevens originally book?

2. Why was there a problem with Mark's reservation?

3. How does Mark feel when he first learns about the mistake?

4. How does the hotel resolve the problem?

5. Which room number is Mark assigned to?

Activity 2: True, False, or Not Given Read the statements below and decide if they are True, False, or Not Given based on the audio transcript.

1. Mark Stevens booked the room for five nights.

2. The receptionist apologizes to the guest for the inconvenience.

3. The guest has to pay an additional fee for the room upgrade.

4. The Deluxe Suite includes complimentary breakfast.

5. Mark paid for his room reservation online before arriving.

Activity 3: Gap Fill Complete the sentences using words directly from the transcript.

1. The receptionist welcomes the guest to the Grand Horizon .

2. Mark mentions that he is very tired after a long .

3. The hotel is fully in the standard category tonight.

4. The guest is upgraded to a Deluxe Suite on the floor.

5. The guest receives the keycard for Room 502, and the receptionist points out that the is on the left.