Explore writing 2: A complaint and an adjustment letter / email Have you ever had a problem at a hotel? Did you complain, and if so, what was the outcome? Read the complaint from a hotel guest. 1 What error did he/she find on the bill? 4 What does the guest want the hotel directors to do? 2 How did the clerk react? 5 What would you have done in the guest’s position? 3 What action did the manager take? 31 a Identification User name or email address: a.m.jenkins@spacenet.com Message category Complaint Please state your message clearly and briefly. (1) I’d like to make a complaint about the extremely rude and unprofessional behaviour of one of your staff towards me. I stayed at your hotel in Maybury from 10 to 14 May. The incident occurred when I was checking my bill at the Front Desk and found I had been charged £75 for use of the gym. However, I had been told when I checked in that if I used the gym, it would be complimentary. When I pointed this out, the clerk at the front desk (Will Marley) said, “Don’t cause trouble. Use of the gym is not complimentary and there’s no problem with this bill.” I was appalled by his reaction and refused to pay. The manager came out and immediately cancelled the charge, but Mr Marley did not apologise nor did the manager tell him to. If this had happened in my country, he would have been fired on the spot. I regret I didn’t insist on seeing a director, but I was in a hurry to catch my flight. (2) I would like to receive a formal apology from the directors of the hotel and an assurance that the employee has been disciplined. (3) I also suggest you take steps to ensure that such an incident does not happen again. I look forward to your response and (4) I hope that you will be able to restore my confidence in your hotel. b Media task. Research an eco-tour or eco-lodge and compile a leaflet for prospective customers. You should: ■■ explain the aims of this type of tour or holiday ■■ describe the itinerary or location and possible activities ■■ point out the benefits for both the customer and the environment and population in the host country Write around 250 words. 1 Writing guide: Leaflet, p. 202. 30 The complaint could be improved by dividing it into paragraphs. In pairs, decide where you’d put the divisions. Then compare your ideas with another pair. Which expressions A–F could you use in place of the highlighted expressions 1–4? A I strongly recommend D I expect B I’m writing to express my dissatisfaction with E This is to inform you of C I trust that F I think you should know about 32 33 146 Language skills Extras Explore 11 Tourism Nur zu Prüfzwecken – Eigentum des Verlags öbv
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