At the Hotel Reception
Guest: Good evening. I’m afraid there seems to be an issue with the heating in my room. It doesn’t seem to be working properly.
Receptionist: I apologise for the inconvenience. Let me check that for you.
Guest: Thank you. Also, I was wondering if it would be possible to move to a quieter room.
Receptionist: Of course. Would it be possible for you to wait a few minutes while I check availability?
Guest: Certainly.
Receptionist: Thank you for your patience. We have another room available. I can offer you a room on a higher floor.
Guest: That sounds good. Are there any additional charges for changing rooms?
Receptionist: No, there are no additional charges. We will sort this out right away.
Guest: Thank you very much. What would you suggest regarding the heating problem?
Receptionist: Our maintenance team will fix it this evening. If you prefer, we can also arrange extra blankets.
Guest: I appreciate your help.
Receptionist: You’re welcome. Please let us know if there is anything else we can assist you with.
Revise: take a moment to review the language you studied in form 7 for booking a room and making common hotel requests: Booking a Room, Common Requests, Useful Phrases This will prepare you for the more complex situations you will explore next.
Key vocabulary:
Would it be possible to…? — a polite way to ask for something; vai būtu iespējams…?
I was wondering if… — a polite and less direct way to ask; es vēlējos noskaidrot, vai…
Could you recommend…? — used to ask for suggestions; vai jūs varētu ieteikt…?
Do you happen to know…? — a polite way to ask for information; vai jūs gadījumā zināt…?
Asking About Services or Details
Is it possible to arrange…? — used to ask if something can be organised; vai ir iespējams noorganizēt…?
Are there any additional charges for…? — used to ask if extra payment is required; vai ir papildu maksa par…?
What are the options for…? — used to ask about available choices; kādas ir iespējas attiecībā uz…?
Reporting Problems
There seems to be an issue with… — a polite way to say there is a problem; šķiet, ka ir problēma ar…
I’m afraid… / Unfortunately… — used to introduce bad news politely; baidos, ka… / diemžēl…
Something is wrong with… — used to explain that something does not work properly; kaut kas nav kārtībā ar…
It doesn’t seem to be working properly — used to say something is not functioning correctly; šķiet, ka tas nedarbojas pareizi
Seeking Solutions
Is there anything you can do about…? — used to ask for help in solving a problem; vai jūs varat kaut ko darīt lietas labā?
Could we get a different room? — used to request a change; vai būtu iespējams mainīt numuru?
Is compensation possible? — used to ask if a refund or benefit can be offered; vai ir iespējama kompensācija?
What would you suggest? — used to ask for advice; ko jūs ieteiktu?
Staff Responses
I apologise for the inconvenience — used to say sorry for a problem; atvainojamies par sagādātajām neērtībām
Let me check that for you — used to say the staff member will verify information; ļaujiet man to pārbaudīt
We will sort this out right away — used to promise immediate action; mēs to nekavējoties atrisināsim
Thank you for letting us know — used to respond politely to feedback; paldies, ka informējāt mūs
I can offer you… — used to suggest a solution; es varu jums piedāvāt…
Practice: go through the discussion questions and analyse the model answers to identify useful phrases and strategies you can apply in your own responses.
Discussion Questions
1.How important is it to express complaints politely when staying at a hotel?
"In my view, expressing complaints politely is extremely important in accommodation settings. Using phrases such as “There seems to be an issue with…” or “I’m afraid…” helps maintain respectful communication. It seems to me that hotel staff are more willing to assist guests who remain calm and polite. Although guests have the right to expect good service, aggressive behaviour may create unnecessary tension. From my perspective, polite communication increases the likelihood of a positive solution and preserves a professional atmosphere."
2.Should hotels always offer compensation when problems occur?
"It could be argued that compensation should be offered when the issue significantly affects the guest’s comfort. For example, if heating does not work or a room does not match the description, guests may reasonably ask, “Is compensation possible?” However, in my opinion, not every minor inconvenience requires compensation. Sometimes a quick solution, such as changing rooms or providing assistance, may be sufficient. I would suggest that hotels evaluate each situation individually rather than applying a fixed rule."
3.To what extent do communication skills influence customer satisfaction?
"From my point of view, communication skills strongly influence customer satisfaction. Staff who say “I apologise for the inconvenience” and “We will sort this out right away” demonstrate professionalism and responsibility. Even when problems occur, effective communication can prevent a stay from becoming disappointing. I am convinced that polite and clear interaction is just as important as physical facilities in creating a positive experience."