October, 14
Hotel Upgrade
Key vocabulary
1） check in=register at a hotel or airport
2） under the name=name used for the reservation
3） reservation=booking
4） confirmation=an approval, verification
5） Mix-up=confusion(misunderstanding) It’s a terrible mix-up, we gave you a wrong baby.
6） complimentary upgrade= free improvement of quality
7） overbooked=full
8） Presidential suit, standard room
A: Good afternoon, what can I do for you?
B: I’d like to check in please, I have a reservation under the name Anthony Roberts.
A: All right ROBERTS…, on, Mr. Roberts we have been expecting you…and there is your keycard to the presidential suite.
B: But there must be some mistake; my reservation was for a standard room.
A: Are you sure. Let me double check.
B: Yeah… here, this is my confirmation number.
A: You are right Mr. Roberts, there seems to be a mix-up, unfortunately we’re overbooked at the moment.
B: So…
A: Not to worry, we are pleased to offer you complimentary upgrade.