| Describe in detail what you need | A role play dialogue making a complaint to a hotel receptionist about your room. |
| How many pages | 1 |
G: (approaching the reception desk with an annoyed expression) Good afternoon.
R: Good afternoon, sir/madam! How can I assist you today?
G: I’d like to register a complaint about my room.
R: I’m sorry to hear that. What seems to be the problem?
G: Well, first of all, when I entered the room, the air conditioning was not working at all. It felt like a sauna in there!
R: Oh dear, that doesn’t sound pleasant at all. Have you tried adjusting the thermostat or checking if it was on?
G: Yes, I did. I turned it off and on a couple of times, but it was absolutely useless. The room was uncomfortably warm, and I couldn’t relax after a long day of travel.
R: I sincerely apologize for the inconvenience. That’s definitely not the experience we want our guests to have. Is there anything else that’s bothering you?
G: Yes, actually. The bathroom was not clean. I found hair on the floor and the towels looked like they hadn’t been changed. I definitely expect better cleanliness, especially at this hotel.
R: I’m really sorry to hear that. That is unacceptable and I will make sure to address that with our housekeeping team immediately. Thank you for bringing it to my attention.
G: Thank you. Also, the Wi-Fi was really slow. I had trouble connecting, which made it difficult to get any work done.
R: I apologize for the inconvenience. We strive to provide a comfortable working environment for our guests. You should have access to high-speed internet throughout the hotel.
G: That’s what I assumed. I just wanted a decent connection while I was here. So, what can we do about it now?
R: Let’s see if we can remedy the situation. I can offer you a different room with functioning air conditioning and a clean bathroom. Would that be acceptable for you?
G: That sounds reasonable. I’d appreciate that.
R: Perfect! Please give me just a moment to check our availability. (typing on the computer) Ah, yes! I have a lovely room available on the top floor with a great view of the skyline. Would you like me to arrange that for you?
G: Yes, that would be great!
R: Great! May I have your current room number, please?
G: I’m in room 304.
R: Thank you. I will make sure the new room is ready for you in about 15 minutes. You can leave your bags at the reception while I arrange everything.
G: Thank you for your prompt attention. I do appreciate it.
R: You’re welcome! I’m very sorry for the inconvenience you experienced. Your comfort is our priority, and we will do everything possible to make your stay enjoyable.
G: I appreciate that. Let’s hope the new room is much better.
R: I’m confident it will be. In the meantime, would you like a complimentary drink from our café while you wait?
G: That sounds good. Thank you!
R: You're very welcome. I’ll keep you posted about the room change!
By the end of the interaction, the guest feels heard and is optimistic about the resolution. The receptionist remains calm and accommodating throughout, ensuring that the hotel maintains a positive customer service experience despite the challenges.