Fixing a hotel booking problem
Handle an overbooked hotel calmly, negotiate a fair solution and get it confirmed.
The scene
You arrive late at night to find the hotel has given your prepaid room away. The manager offers a room at another hotel across town, but you want a better solution.
- Speaker A
- Hotel duty manager
- Speaker B
- You (guest)
Your goals
- Stay calm and state the facts of the problem
- Reject an offer politely and propose alternatives
- Get the agreed solution confirmed in writing
Key vocabulary
Press the speaker to hear each word or phrase.
overbooked
having accepted more bookings than there are rooms
I'm afraid we're overbooked tonight.
prepaid
paid for in advance
The room was prepaid three weeks ago.
to relocate
to move someone to a different place
We can relocate you to our partner hotel.
comparable
similar in quality or value
Is the other hotel comparable?
to cover the cost
to pay for something
Will you cover the cost of the taxi?
goodwill gesture
something offered to show you are sorry, not because you must
As a goodwill gesture, we'll refund one night.
unacceptable
not good enough to be accepted
Waiting two hours is unacceptable.
to escalate
to take a problem to a more senior person
I'd rather not escalate this.
Useful phrases
I appreciate that, but …
Accepting the effort while rejecting the offer
I booked and prepaid this room on …
Stating the facts calmly
What I'd like is …
Proposing your solution clearly
Would you be able to …?
A polite, firm request
Could you put that in writing?
Getting a record of the agreement
I'd rather sort this out with you now.
Showing you want a solution, not a fight
Practice studio: speak the dialogue
Pick your role and press Start. Your partner's lines are read aloud; then say your line into the microphone (or type it) and see which words you got right.
Hotel duty manager
I'm very sorry, but we're overbooked tonight. We can relocate you to our partner hotel near the airport.
You (guest)
I appreciate that, but I booked and prepaid this room three weeks ago, and the airport is forty minutes away.
Hotel duty manager
I understand. Unfortunately, every room here is taken.
You (guest)
Is there a comparable hotel closer to the city center? My meetings tomorrow are downtown.
Hotel duty manager
Let me check. There's a four-star hotel two streets away, but it's more expensive.
You (guest)
That would work much better. Would you be able to cover the difference in price?
Hotel duty manager
I can cover tonight, and we'll pay for a taxi there.
You (guest)
Thank you. I'd also like a refund for tonight, since I paid for a room here.
Hotel duty manager
That's fair. We'll refund tonight and add a free breakfast tomorrow as a goodwill gesture.
You (guest)
I appreciate that. Could you put all of that in writing before I leave, please?
You speak 5 lines as You (guest); Hotel duty manager is read aloud for you.
Speech recognition is done by your browser (in Chrome and Edge this uses the browser maker's online service). Nothing is stored by AltFTool.
Your turn: speak freely
Answer out loud in your own words. There is no score here: aim for full sentences and fewer filler words.
1. Explain a booking problem calmly, including dates and what you paid.
2. The manager offers a bad alternative. Reject it politely and propose a better one.
3. Summarize the final agreement and ask for confirmation in writing.
Quick quiz
Choose an answer to see if you are right and why.
0 of 4 answered
Common mistakes
Avoid:
This is unacceptable, I want the manager!Say: I'd rather sort this out with you now. What can you offer?
Staying calm and cooperative usually gets better results than demanding.
Avoid:
I have paid this room before three weeks.Say: I prepaid this room three weeks ago.
Use 'ago' after a period of time in the past, and 'pay for' a thing.
Avoid:
Can you to cover the taxi?Say: Can you cover the taxi?
After modal verbs like 'can' and 'could', use the base verb without 'to'.
Tips
- Keep your booking confirmation and payment receipt ready before you start.
- State the facts first, then explain why the offer does not work for you.
- Propose a specific solution instead of only rejecting what they offer.
Questions about this lesson
How do you complain at a hotel in English?
Stay calm, state the facts ('I booked and prepaid…'), explain the problem and propose a solution: 'What I'd like is…'
How do you ask for a refund in English?
Say 'I'd like a refund for…' or more softly 'Would it be possible to get a refund for tonight?'
What is the difference between 'refund' and 'reimburse'?
A refund returns money you paid to that business. To reimburse means to pay you back for money you spent elsewhere, such as a taxi.
Finish the lesson
Finish the practice studio and the quiz and this lesson is marked complete for you.
Next lesson: Introducing yourself at a new job