Making a complaint: Role Play

Role-play dialogue: A tourist complaining to hotel staff

Tourist: Excuse me, I’d like to speak with someone about the problems I’ve been having during my stay here.

Hotel Staff: Of course. I’m here to assist you. How can I help?

Tourist: Well, first of all, the air conditioning in my room doesn’t seem to be properly. It’s been quite uncomfortable.

Hotel Staff: I apologise for the inconvenience, sir. We’ll have our team look into it right away. In the meantime, would you like us to provide a portable fan for your room?

Tourist: That would be great, thank you. Also, I’ve noticed that the Wi-Fi in my room is very weak, and I need it for work.

Hotel Staff: I apologise for the inconvenience, sir. We understand the importance of a reliable internet connection. Let me contact our IT department to address this issue immediately. We’ll ensure you have a strong and stable connection for the remainder of your stay.

Tourist: Thank you, I appreciate that. Another problem I encountered was that my room was not cleaned when I returned from a day out. It was quite disappointing.

Hotel Staff: I sincerely apologise for the oversight, sir. It’s not our standard procedure. Let me make sure our staff attends to your room right away. In the meantime, may I offer you a drink at our lounge while you wait?

Tourist: That would be very kind of you, thank you. Lastly, I had reserved a non-smoking room, but there was a strong smell of smoke when I first entered.

Hotel Staff: I’m terribly sorry for the inconvenience, sir. We take our guests’ preferences seriously. Let me arrange for a thorough cleaning and of your room immediately. Additionally, I’ll ensure that our team pays extra attention to this matter in the future.

Tourist: I appreciate your prompt action and willingness to these issues. Thank you for your understanding.

Hotel Staff: It’s our pleasure, sir. Ensuring our guests have a and enjoyable stay is our top priority. If you need any further assistance or have any other concerns, please don’t hesitate to let us know.

Tourist: Thank you for your help. I feel much better knowing that my concerns are being taken seriously.

Hotel Staff: You’re welcome. We strive to provide the best experience for our guests. We hope the remainder of your is pleasant and memorable.