Checking into a Hotel

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Published: 6.18.2021
Level 2   |   Time: 2:00
Accent: American
Source: Saturday Night Live

Learn expressions and language for checking into a hotel.
Grammar: Polite Language

    

triangle Video Preview


  1. Before you watch the video, look at the picture below and answer these questions:
    • Where are the two men?
    • What is the relationship between the two men?
    • What might they be talking about?



  2. Now watch the video. What problems does the customer have?
    His room is too small.
    He can't get a massage.
    His neighbors are loud.
    He doesn't have a reservation.
    He can't understand the receptionist.
    He's not interested in the amenities.
    His massage is too early in the morning.


triangle Video Review


  1. Is "Adams" the customer's first name (given name) or last name (family name)?
    His first name
    His last name

  2. How many times has he been to this hotel before?
    None - This is his first visit.
    Once before

  3. Does the customer want to go to the Star Gazer Lounge?
    Yes
    No

  4. Where did the customer arrive from?
    North Korea
    South Korea

  5. What room is the loud couple staying in?
    94
    904
    9004

  6. What room is the customer staying in?
    95
    905
    9005

  7. Does the customer want the hot stone massage?
    Yes
    No

  8. What time is the hot stone massage?
    5:15 in the morning
    5:50 in the morning
    5:15 in the afternoon
    5:50 in the afternoon

  9. Can the customer cancel the massage?
    Yes
    No

  10. How much does the champagne cost?
    It is free.
    100 dollars

  11. Where can the customer get the glass of champagne?
    In his room.
    At the spa.
    At the Stargazer Lounge.


triangle Video Script


Directions: Practice the conversation. (0:31 ~ 2:50) While you read, make sure you know what the underlined expressions mean.

  • Receptionist:
    Hello. Welcome to Chatsworth House, a Marriott experience. May I have the last name of the reservation please?
  • Customer:
    Yeah. Adams.
  • Receptionist:
    Can you spell that for me?
  • Customer:
    Ah, sure. A...
  • Receptionist:
    Found it. I see your room and incidentals have been taken care of. And since this is your first time staying with us, I would love to tell you about some of the amenities such as the Stargazer Lounge.
  • Customer:
    Ah, you know what man, I'm good. I just want to get into my room and relax. It's been a long day.
  • Receptionist:
    Wonderful! And where are you traveling in from?
  • Customer:
    North Korea.
  • Receptionist:
    Fantastic. Just give me a moment while I pull up your room.
  • Man:
    Hey man. Sorry to interrupt. Could you get us some towels sent to the room? The room is 904.
  • Woman:
    Can you also send up a boyfirend who doesn't flirt with other girls to Room 904?
  • Man:
    Perfect. Another night to scream, all the time!
  • Receptionist:
    Okay, so we have you in room 905. And while I print your key, I would love to tell you about some of our amenities such as the Stargazer Lounge.
  • Customer:
    Again man, I'm not really interested.
  • Receptionist:
    Of course. More time to enjoy our Spa - Indulge.
  • Customer:
    No Thanks.
  • Receptionist:
    Are you sure? Your reservation comes with a complimentary spa service. I could book you a hot stone massage for tomorrow.
  • Customer:
    That does actually sound nice.
  • Receptionist:
    Fantastic! And I see we have an appointment. You're in luck. And done. Hot stone massage tomorrow with Carly at 5:15 a.m.
  • Customer:
    That's too early. Cancel that, please.
  • Receptionist:
    My apologies, but cancellations must be made 24 hours in advance. Is there anything else I can help you with, sir?
  • Customer:
    Ah yeah, man. I want to check into my room!
  • Receptionist:
    Of course. And while I finish your reservation, can I offer you a complimentary glass of chanmpagne?
  • Customer:
    Yes. Please.
  • Receptionist:
    Excellent. That will be available in the Stargazer Lounge.

triangle Example Dialogue



  • Receptionist:
    Good morning. How can I help you?
    |
  • Customer:
    Good morning. I have a reservation under the name of Jones.
    |
  • Receptionist:
    Let me check our system. Yes, Jones. A single room for 3 nights. Is that right?
    |
  • Customer:
    Yes, that's right.
    |
  • Receptionist:
    May I see some ID, please?
    |
  • Customer:
    Yes. One moment. Here you are.
    |
  • Receptionist:
    Great. Would you mind filling out this form with your details while I make a copy of your ID.
    |


  • Receptionist:
    That's perfect. Your room includes a complimentary breakfast. It is served between 7:00am and 10:00am in the restaurant on the second floor.
    |

    On the last day of your stay, check out will be at 11am.
    |
  • Customer:
    We have booked a city tour for tomorrow morning.
    |

    So, could we have a wakeup call tomorrow at 6.45am?
    |
  • Receptionist:
    Of course.
    |
  • Customer:
    And what is the Wi-Fi password?
    |
  • Receptionist:
    I will write it down here for you, but it is also written on a card next to the phone in your room.
    |
  • Customer:
    Great.
  • Receptionist:
    Please enjoy your stay and don't hesitate to contact us if you need anything.
    |
  • Customer:
    Thank you.

triangle Grammar Preview


Choose one of these words to complete each request.
(could, like, me, mind)


  • Would you mind giving me some extra towels?
  • Could I have some extra towels please?
  • I would like some extra towels please.
  • Give me some extra towels please.



1. Do these four sentences have the same meaning?
2. Which request seems most polite?
3. Which request seems least polite?



triangle Grammar (polite language)


  • IDEA 1 | Simple is usually less polite, complex is usually more polite

    (more polite)

    |
    |

    (less polite)
    Would you mind showing me your ID?
    Could you please show me your ID?
    Can you please show me your ID?
    Could I see your ID?
    Show me your ID.

  • IDEA 2 | Past forms are usually more polite than present forms.
    (more polite)
    (less polite)
    Could I see your ID?
    Can I see your ID?

  • IDEA 3 | Modals (can, could, may, would) are more polite than imperatives (no subject).
    (more polite)
    (less polite)
    Can I see your ID?
    Show me your ID.

  • IDEA 4 | Use "would", "could", "can" with the subject "you".


    Would you show me your ID?
    Could you show me your ID?
    Can you show me your ID?
    May you show me your ID?


  • IDEA 5 | Use "may", "could", "can" with the subject "I".


    Could I see your ID?
    Can I see your ID?
    May I see your ID?
    Would I see your ID?


  • IDEA 6 | Use "Would you mind if I" + past    for permission.


    Would you mind if I opened the window?
    Would you mind if I open the window? (less formal but okay)


  • IDEA 7 | Use "Would you mind" + -ing to ask someone to do something.


    Would you mind showing me some ID?
    Would you mind show me some ID?


triangle Grammar Check


  1. Excuse me, _____ I have an extra pillow?
    may
    can
    could
    would

  2. Excuse me, _____ you give me an extra pillow?
    may
    can
    could
    would

  3. _____ you tell me when the breakfast service ends?
    May
    Can
    Could
    Would

  4. ______ you mind calling a taxi for us?
    May
    Can
    Could
    Would

  5. ______ you show me where it is on a map?
    May
    Can
    Could
    Would

  6. Do you have an umbrella we could _____ ?
    borrow
    borrowing

  7. Would you mind ______ the air conditioner? It doesn't seem to be working.
    check
    checking

  8. Would you mind if I ______ the window?
    open
    opened

  9. Would you mind ______ your passport?
    giving you
    giving me
    if you gave me
    if I gave you

  10. Would you mind ______ my stay for an extra night?
    extend
    extending
    if I extended
    if you extended


triangle Grammar Rewrite


Directions: Rewrite each sentence so that it has the same meaning.


Sentence 1

☛   I want a room with an ocean view.

Could I have a room with an ocean view?






Sentence 2

☛   I want you to tell me where the fitness center is.

Would you mind telling me where the fitness center is?






Sentence 3

☛   I want to know what time the pool closes.

Can you tell me what time the pool closes?






Sentence 4

☛   We want to move to a room with two beds

Would you mind if we moved to a room with two beds?






triangle Role Play (Partner A)



Role Play 1 | Receptionist

You are the receptionist. A customer wants to check into your hotel without a reservation.

  • It is 11am now. They can check in after 2pm.
  • The only ocean view room available is on the second floor.
  • The hotel can book a city tour for $30 per person. Pick up is from the hotel lobby at 1pm.


Role Play 2 | Customer

You are the customer. You are calling the front desk for some information. You are in Room 206. You want to know:

  • the WI-FI password
  • when breakfast service starts and ends
  • when check out time is
  • what floor the pool is on

triangle Role Play (Partner B)



Role Play 1 | Customer

You are the customer. You are checking into a hotel without a reservation. You want:

  • a room with two double beds
  • a room with an ocean view
  • some information about city tours


Role Play 2 | Receptionist

You are the receptionist. A customer has called the front desk for some information.

  • Breakfast service is available from 6:30am to 9:30am
  • Check out is at 11am.
  • The pool is closed for renovations.

triangle Discussion


  1. What do you consider when you choose a hotel - price, location, brand name, amenities, breakfast? Which ones are most important?
  2. What website or app do you usually use to book your hotel? Why do you use that website or app?
  3. What are the best and worst things about staying in a hotel?
  4. Have you ever been to a really disgusting hotel? Did you stay or leave?
  5. What is the nicest hotel that you have ever stayed at?
  6. Which job at a hotel would be the most fun or interesting?
  7. Which job at a hotel would be the worst?