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Making a Hotel Reservation

Making a Hotel Reservation

 

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Requirements

Making a Hotel Reservation on the Phone

 


Hello! In this lesson we will learn the English associated with making a hotel reservation over the phone. The steps involved are explaining that you want to make a reservation, giving the date you will arrive and the date you will leave, telling how many rooms you need, how many people will be staying in each room, how many beds, and what type of beds you want, giving your name, credit card information and giving a phone number where you can be reached.

In this dialog, David is calling a hotel to make a reservation for him and Jennifer.

Hotel 1: Good afternoon, Fine Hotel and Suites. This is Mary.

David: I'd like to make a reservation, please.

Hotel 2: Date?

David: We'll be arriving Wednesday, June 6 and we'll be leaving Friday, June 8.

Hotel 2: Two nights. How many people, sir?

David: Two people – me and my wife.

Hotel 2: We have a room with two double beds available on June 6 and June 7. We also have a room with a queen. And we have a wheelchair accessible room with a king.

David: What are the prices?

Hotel 2: The double is 147 a night. The queen is 135, and the king is 159.

David: We'll take the double, please. It has two double beds, correct?

Hotel 2: That's correct sir. And how will you be covering this?

David: Credit card number 546 788 9455

Hotel 2: That's credit card number 546 788 9455. And you are …?

David: David Jones.

Hotel 2: And is the address on that account current?

David: Yes, it is.

Hotel 2: May I have a phone number where you can be reached during working hours?

David: Yes, it's ____________.

Hotel 2: Fine, Mr. Jones. We have you and one other person booked for a double, that is a room with two double beds, on June 6 and June 7, at the price of 147 per night. Is that correct?

David: That's right.

Hotel 2: And you realize that you will be charged for this room even if for some reason you are unable to stay with us, is that correct?

David: Yes, thank you.

Hotel 2: Fine Mr. Jones. We'll see you on June 6. Have a good day.


A receptionist at the hotel answers the call with a standard greeting: "Good afternoon, Fine Hotel and Suites. This is Mary.

David answers by saying "I'd like to make a reservation please.". He could have said "Reservations, please.". He could have said "I'd like to book a room, please." or "I'd like to reserve a room, please.".

The clerk asks "Date?". She could have asked "For what date, please?" or "When would you like to book for?" or "What date are you looking at?" or "Which date do you have in mind?".

David answers "We'll be arriving Wednesday, June 6th and we'll be leaving Friday, June 8th.". He could have said "We're getting there June 6th and we're leaving June 8th." or "June 6th to June 8th.". David is careful not to say "June 6th through June 8th." because the word "through" signifies that the night of June 8th is included, which the clerk would understand to mean David wanted three nights - June 6th, 7th, 8th, - instead of two nights – June 6th and 7th only. If he wants two nights, he says "June 6th to June 8th.". If he wanted three nights, he would say "June 6th through June 8th.".

The clerk says "Two nights. How many people, sir?". She could have said "You will be staying two nights. How many people are staying?" or "You are reserving a room for two nights. How many guests will there be?". Hotels often refer to the customers as "guests.".

David says "Two people – me and my wife.". He could have said "There are two of us." or "There will be two people.". He might have said "I am reserving this room for two people." or "There will be two of us." or "Just my wife and me.".

The clerk explains what is available by saying "We have a room with two double beds available on June 6th and June 7th. We also have a room with a queen. And we have a wheelchair room with a king.". In the U.S., a double bed is 54 in × 75 in (137 cm × 191 cm). A queen size bed is 60 in × 80 in (152 cm × 203 cm). And a king size bed is 76 in × 80 in (198 cm × 203 cm). The clerk told David that the hotel has a "wheelchair-accessible room". In a wheelchair accessible room, the doorways are wide enough to accommodate a wheelchair. The shower is accessible in a wheelchair; there is no curb or tile lip around the shower.

David asks "What are the prices?". He could have asked 'How much is each room?" or "How much do they cost?" or "What are the rates?" or "Could you give me the room rates?".

The clerk gives the rates by saying "The double is 147 a night. The queen is 135, and the king is 159.". She could have said "The double room is one-hundred forty-seven dollars per night. The room with a queen size bed costs one-hundred thirty-five dollars per night, and the room with a king-size bed costs one-hundred fifty-nine dollars per night.".

David says "We'll take the double, please. It has two double beds, correct?". He could have asked "Doesn't it have two double beds?" or "It has two double beds, right?" or "It has two double beds, doesn't it?".
The clerk says "That's correct sir. And how will you be covering this?". She could have said "That's right. How will you be paying for this?" or "Right. How are you taking care of this?" or "Correct. How do you want to pay for this?".

David gives his credit card number. The clerk repeats the credit card number and then says "Are you are . . .?". The clerk is waiting for David to state his name. The clerk might have said "And what is your name?" or "And the name on the card is …? or "What is the name on the account?" or "Please give me your name, sir.".

David gives his name. The clerk asks "And is the address on that account current?". She means: Do you live at the address that is associated with that account?" or Have you moved away from that address or do you still live there?". David answers, "Yes it is.". He could have said, "Yes, we live there.". If he had moved, he could have said "No, we have a new address now.". Then he would need to give the new address.

The clerk asks "May I have a phone number where you can be reached during working hours?". She is asking for a phone number where David can be called during the workday of the city where the hotel is located. David might give his cell phone number or his phone number at work or at home – whichever number will be more convenient for the hotel, not for David, in case there is a hotel-instigated change in this reservation.

After David gives his phone number, the clerk verifies the reservation by saying " Fine, Mr. Jones. We have you and one other person booked for a double, that is, a room with two double beds, on June 6th and June 7th, at the price of 147 per night. Is that correct?". This is David's opportunity to change the reservation or to point out that the clerk has made a mistake. He needs to listen carefully in order to be sure that the clerk is making the correct reservation.

When David is sure that the clerk has made the correct reservation, he says "That's right.". But if he had noticed a mistake, he would need to make a correction at this point. What if he really wanted the room with the queen-size bed, not the room with two double beds? In that case, he could say "No, that's not right. We wanted the queen, not the double.". If he does not notice the mistake or if he does not mention it, the clerk will reserve the double.

After David verifies that the clerk is making the correct reservation, the clerks says "And you realize that you will be charged for this room even if for some reason you are unable to stay with us, is that correct?". This means that David's credit card will be charged for this reservation whether or not David and his wife stay at this hotel. David agrees by saying "Yes, thank you.". With this statement, David agrees that he will pay for two nights at this hotel whether or not he and his wife actually show up or not.

The clerk closes the conversation by saying "Fine Mr. Jones. We'll see you on June 6th. Have a good day.". The comment "Have a good day." has come to mean good bye.

David can hang up or say "Thank you and goodbye.".
Great! You are ready to make a hotel reservation on the telephone. "Enjoy your trip!".