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Exercise 2: A bad holiday
Put numbers (1 to 10) in the brackets to make the dialog in a good order.

(....) A: Oh dear, did you complain to the hotel staff?
(....) A: Good morning, can I help you?

(....) A: I'm sorry to hear that. What exactly was the problem?
(....) A: Oh, I see.

(....) A: I do apologize. I'd like to offer you a 20% discount on the price of one of our Autumn breaks as a gesture
of goodwill.
(....) B: First of all the bus taking us to the hotel broke down and we had to wait for over two hours in the

sweltering heat before a replacement arrived. Then when we got to the hotel we found our room hadn't
been cleaned.
(....) B: A 20% discount, you must be joking. I want to see the manager.

(....) B: I'd like to make a complaint about my holiday in Hawaii last week.
(....) B: Of course, but we were told all the chambermaids were off duty. Anyway, that's not all. The people in the
room above sounded like they were having all-night parties, every night. I demanded another room but

the receptionist told me the hotel was full.
(....) B: And to cap it all the food in the hotel restaurant was awful. It was so bad we had to eat out all the time

despite having paid for meals in the price of our holiday.

Practice: Act out dialog 1 and 2 in pairs.

Exercise 3: Responding complaints
Give appropriate responses to the following complaints.

1. Complaint: Last month I ordered the newest catalogue but until now it has not arrived.
Response: _____________________________________

2. Complaint: I ordered a dozen of running shoes but you sent me a dozen of high-heeled shoes.
Response: _______________________________________

3. Complaint: The item I ordered was chipped. It was probably not properly packaged.
Response: _____________________________________

4. Complaint: When I first arrived I was assured that a bottle of Chivas Regis would always be in the mini-
bar. Well I‟m here now and the bottle isn‟t.
Response: _____________________________________

5. Complaint: I specifically requested an ocean view, but the room I was given has a view of the pool.
Response: _____________________________________

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