Theme: Reservation
Focus: Speaking and Reading
TASK A
Directions: Read to the conversation cancelling reservations and answer the questions.
HR: Reservations. May I help you?
Emily: I am Susan Lee. My husband, Mr. Robert Lee called to reserve a double room at your hotel for next weekend. Do you have a record of that.
HR: Just a moment, please…. That’s right. Mr. and Mrs. Lee, a double room from the 14th to the 16th of May.
Emily: Well, I’m afraid we have to cancel it because my husband has to have an operation in a few days. The doctor said he shouldn’t travel for months.
HR: I’m sorry to hear that. I’ll cancel his booking as requested. I hope he gets better soon.
Emily: Thank you. Goodbye. HR: Goodbye.
Questions:
- Who made the reservation?
- What did Mrs. Lee want to do?
- Why did she have to do this?
TASK B
Directions: Read to the conversation cancelling reservations and answer the questions.
HR: Metropolis Hotel. Good afternoon.
John: Hello, I need to cancel my reservation for next Thursday, April 5th. Can you help me with that?
HR: Of course. Could you tell me your name and the reservation number, please?
John: It’s John Norton and the reservation number is MH485HT.
HR: Mr. Norton, that’s fine. I’ve cancelled your reservation for you.
John: Good.
HR: There’s no cancellation charge because you’ve cancelled within our 48-hour cancellation deadline.
John: That’s great.
HR: Would you like me to send you a confirmation email?
John: Yes, please. Thank you very much. Goodbye.
HR: Goodbye.
Questions:
- Does Mr. Norton pay a cancellation charge?
- When is the deadline for cancelling reservations free of charge?
- How does the hotel reservation clerk confirm the cancellation?
TASK C
Directions: Complete the confirmation email for cancelling reservations with the words in the box.
confirmation – forward – there – charge – reservation – cancelled
| To: johnnorton@gmail.com Cc: guestservices@metropolishotels.com Dear Mr. Norton Further to our conversation earlier this afternoon, this is (1) ………. that I have (2) ………. your (3) for April 5th, I can also confirm that (4) ………. is no cancellation (5) ………. . We look (6) ………. to seeing you in the future. Best regards Ellen Morison Metropolis Hotel |
TASK D
Directions: Suppose you are at reception. Complete the following dialogue in cancelling a reservation using the cues provided. Add necessary information by your own.
You: (1) ………. (Answer the phone politely.)
Caller: Good morning. I have to cancel a booking, please
You: (2) ………. (Ask for booking number.)
Caller: My booking number is MH275HT
You: (3) ………. (Check caller‘s name and dates of the stay)
Caller: That’s correct.
You: (4) ……….(Tell the caller that’s OK and the room is cancelled.)
Caller: Will there be any charge?
You: (5) ……….(Tell the caller there’s no charge.)
Caller: That’s good. Can you send a confirmation email?
You: (6) ………. (Say yes and end the call politely.)
Caller: Goodbye.
