Hospitality English for Hotels S2 #6 - Handling a Customer Complaint in English, Part 1

Summary: Learn English with EnglishClass101! Don't forget to stop by EnglishClass101.com for more great English Language Learning Resources! -------Lesson Dialog------- ----Formal ---- Customer: This is unacceptable, I reserved a room with a king size bed or better, but now you don't have any? Are you able to upgrade me to a suite? Staff: I'm sorry sir, I don't have the authority to make that type of upgrade. Could you please hold on for a few minutes? I will run and get my manager and they will be able to work with you to resolve this issue. Customer: Fine. (exasperated) (gets manager and comes back) Staff: Thank you for your help with this matter, sir. Mr. Smith here had reserved a king sized bed, but we only reserved a room with a full sized bed for him. When I was talking with him earlier, he asked what we could do to resolve this issue. Manager: I understand, Thank you. Hello sir, I apologize for the inconvenience. Let's see what we can do for you. --------------------------- Learn English with EnglishClass101! Don't forget to stop by EnglishClass101.com for more great English Language Learning Resources!