Complaining about a Hotel
Listening | English and Chinese scripts are provided below and you can understand the content easier. https://youtube.com/@UpgradeEnglish
Excuse me. I’ve been waiting for nearly an hour. Can you let me know when my room is ready?
Hi madam, please accept my apology. Kindly take a seat here.
It has already passed the standard check-in time. Can I get another room?
I’m sorry to hear that there’s a problem. Our hotel was fully booked within these two days.
I would like to make a complaint about the delay of check-in time.
Sorry madam. It was due to the late check-out of the previous guest. We’re getting our housekeeping to clean the room immediately.
I’ve paid for the full charge of the room. It now affects my plan because of the late check-in.
We’ll make sure that the room is cleaned thoroughly before you can use it. It’ll be ready within 15 minutes.
It’s not acceptable. I would like to ask for the upgrade of my room.
I apologize for not having extra room today. Please wait for a moment. I’ll see what I can do.
It’s the problem of your hotel. You should manage it well especially during the peak season.
To express our sincerity, please find two cash coupons that you can enjoy the dinner buffet at our hotel.
Excuse me. Is it front desk?
Yes, madam. May I help you?
There appears to be something wrong with my neighbouring room. It’s very noisy.
Sorry that you feel bad. How’s it?
It’s very annoying for the loud music. I would rather get a corner room. Is it possible?
I understood your concern. However, our hotel was fully booked.
It affects my rest at night. What else can you do?
We’ll remind our guest to be quiet and respectful of our neighbours.
What if they do not abide by the rule?
We’ll provide warnings to our guest. Meanwhile, we’ll offer you a pair of earplugs within 10 minutes.
Excuse me. I’m really unhappy with the unpleasant smell and the rubbish left at the room.
Sorry madam. I’ll sort it out.
Can you send someone to check the problem now?
Yes. We’re arranging it now and our staff will arrive within five minutes.
Excuse me. When I had shower today morning, I expected hot water but not the freezing water.
It must be hard for you. We’ll arrange the fix and advise you the completion time.
It’s very cold outside and totally a disgrace. What’s the compensation I can get?
Please wait for a moment. I’ll check with my manager. I’ll do everything what I can for you.
Excuse me. There seems to be a problem of your Wi-fi.
I must apologize to you for the issue. May I know the problem?
It’s extremely slow and sometimes cannot be connected.
It may be due to the network or maintenance issue. Please wait and I’ll check with the technical colleagues.
Please help to fix it by today. If not, I’m afraid that I’ll make a complaint.
Excuse me. I would like to complain about the meal of your room service.
I’m very sorry to hear about that.
I’m so disappointed. The food is cold and has been over-charged.
Thanks for your feedback. We’ll investigate the case and make sure that it’ll not happen again.
Meanwhile, we’ll arrange a refund for you. Please let me know if there’s anything I can do to help.
WITH CHINESE SCRIPT
打擾一下，我等了將近一個小時，你能告訴我的房間什麼時間準備好嗎？
嗨女士，請接受我的道歉，請在這裡坐。
已經過了標準入住的時間，我可以換另一間房嗎？
聽到這問題，我很抱歉，這兩天我們的酒店都訂滿了。
我須要投訴入住時間已延誤。
對不起女士，這是因為前一位客人延遲退房，房務部人員現正打掃房間。
我已經支付了房間的全部費用，現在因為延遲入住影響了我的計劃。
在您使用房間之前，我們將確保徹底清潔房間，約15分鐘內準備好。
這是不可接受的，我想要求升級我的房間。
很抱歉，今天沒有額外的房間，請稍等，我會看看我能做什麼。
這是您們酒店的問題，您們應該管理好，尤其是在旺季。
為表達我們的誠意，請見這兩張現金券，您可以在酒店享用自助晚餐。
打擾一下，是前台服務嗎？
是的女士，我可以幫您嗎？
我的隔壁房間似乎有問題，非常嘈吵。
很抱歉，令您感覺不好，怎麼樣？
嘈雜的音樂很困擾，我寧願調換另一個角落的房間，是否可以？
我理解您的關注，但我們的酒店已經訂滿了。
這會影響我晚上休息，您還能做什麼？
我們會提醒客人保持安靜並尊重我們的鄰近客人。
如果他們不遵守規則，怎麼辦？
我們會向客人發出警告，同時，我們會在10分鐘內為您提供一副耳塞。
打擾一下，我真的很不滿意房間裡難聞的氣味和垃圾。
對不起女士，我會去處理。
您現在可以派人去檢查問題嗎？
可以，我們正在安排中，我們的工作人員將在5分鐘內到達。
打擾一下，今天早上我洗澡的時候，我期待的是熱水，而不是冰冷的水。
對您來說一定很難受，我們將安排維修並告知您完成時間。
外面很冷，完全是一種恥辱，我有什麼補償？
請稍等，我會向經理詢問一下，我會為您做我能做的一切。
打擾一下，您們的無線上網似乎有問題。
我必須為這次事件向您道歉，我可以知道這個問題嗎？
上網速度極慢，有時甚至連不上。
這可能是由於網絡或維護問題，請稍候，我會與技術同事核實。
請在今天之前修理好，不然，我就會投訴。
打擾一下，我想投訴您們客房送餐服務。
聽到這件事，我很抱歉。
我很失望，食物很冷，而且收費過高。
感謝您的反饋意見，我們將調查此事件，並確保不會再次發生。
同時，我們會為您安排餐飲退款，如果有什麼我可以幫忙的，請告訴我。