The Situation
You arrive at a hotel after a long trip. You need to check in, get your key and understand the important information. Later, maybe something in the room doesn't work — and you need to ask for help.
Key Phrases
Checking in
| Receptionist | You |
|---|---|
| Welcome! Checking in? | Yes. I have a reservation under the name Garcia. |
| Can I see your ID and a credit card? | Sure, here you are. |
| How many nights? | Three nights. |
| Here's your key card. You're in room 412. | Thank you. |
Asking questions
- What time is breakfast? / Is breakfast included?
- What's the Wi-Fi password?
- What time is checkout?
- Is there a gym / pool / parking?
- Where's the elevator (US/Canada) / lift (UK)?
- Can you recommend a good restaurant near here?
Small problems
- Excuse me, there's a problem with my room.
- There's no hot water.
- The TV / air conditioning / heating doesn't work.
- My key card doesn't work.
- The room is very noisy.
- There are no towels.
Asking for help
- Could you send someone to look at it?
- Could I have some extra towels, please?
- Is it possible to change rooms?
Dialogue 1: Checking In
Receptionist: Good evening! Are you checking in? Lucia: Yes, I have a reservation under the name Garcia. Receptionist: Let me see... Yes, a double room for three nights. Can I see your ID, please? Lucia: Here you are. Receptionist: Thank you. You're in room 412, on the fourth floor. Breakfast is from 7 to 10 in the restaurant. Lucia: Great. What's the Wi-Fi password? Receptionist: It's on the card with your key. And checkout is at 11. Lucia: Thank you very much.
Dialogue 2: A Problem in the Room
Lucia: Hi, this is room 412. I'm sorry to bother you, but there's no hot water in the shower. Receptionist: Oh, I'm sorry about that. I'll send someone up right away. Lucia: Thank you. Also, could I have two more towels, please? Receptionist: Of course. They'll bring them in a few minutes. Lucia: Great, thanks!
Tips
- "I'm sorry to bother you, but..." is a very useful, polite way to start.
- Say the room number first when you call reception.
- Stay calm and friendly. Staff want to help — a polite guest usually gets help faster.
Common Mistakes
- "I have a reservation on the name Garcia." → under the name Garcia.
- "The TV is not working it." → The TV doesn't work. / The TV isn't working.
- "Give me towels." → Could I have some towels, please?
- "What hour is breakfast?" → What time is breakfast?
Your Turn: Practise Speaking
- Check in with your own name and number of nights.
- Ask three questions: breakfast, Wi-Fi, checkout.
- Call "reception" and report two problems politely.