POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
The right way to talk to guests/clients in English 4

Answer each question (or address each concern) using the best, most polite response:

1. This isn't the price you quoted me over the phone.
  Hmm. You must have asked about our weekend rates ( = prices). Those are lower than our weekday rates.
  No. I didn't make a mistake. You obviously asked about a different day.
  Prices are higher on weekends. You asked about weekend rates, not weekday rates.

2. There must be some kind of mistake. I confirmed my reservation last week.
  I'll check the system again. Give me your name now.
  I'll check the system again. How do you spell your name again?
  I'll check, but don't get your hopes up.

3. Is there a casino here?
  Next to the hotel, ok?
  Yes, I'm sure you saw the casino on the way in.
  Yes, there's a casino adjacent to the hotel.

4. Can I order room service?
  No. We don't provide that service.
  No, you can't. It's not possible.
  No, of course not. We don't provide that service.

5. 700 euros!? You told me it would be 100!
  You're obviously wrong. It's 100 euros per day, not per week.
  You're clearly mistaken. It's 100 euros per day, not per week.
  There's obviously been a misunderstanding. It's 100 euros per day, not per week.

6. Can I get a wake up call at 7:00 AM tomorrow morning?
  Yes, I suppose you can.
  Yes, I'll make a note of it.
  Yes, if you say so.

7. I'll pay with my Visa.
  Actually, we only take Mastercard.
  You can't. We only take Mastercard.
  No way, sir. Mastercard only.

8. Do I pay when I check out?
  Now. Please pay me.
  No, you have to pay in full when you check in.
  You must pay me right now. Paying later is not possible, sir.

9. This neighborhood seems a little dangerous.
  Please don't worry. Please.
  Don't worry. There's nothing to be afraid of.
  Don't be so paranoid. It'll be OK.

10. Is the fitness center open?
  Of course. Why wouldn't it be? It's open 24 hours a day?
  It's clearly open.
  Yes, it's open 24 hours a day.

CHECK ANSWERS

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