Question

Read the email and then complete the statements about it. e.g. The email is from Alice Kingston who … → The email is from Alice Kingston who has been Grand Hotel’s client since 2017. 1) The email is to … 2) Alice is writing the email because … 3) There was a misunderstanding because … 4) Kevin Jones is … 5) Alice wants the hotel manager to … 6) Alice ends her email by giving … From: Alice Kingston and [email protected] Subject: Room Service Complaint Date: July 5th To: Grand Hotel manager Dear Grand Hotel manager, I wish to complain about the service at your hotel where I stayed last week. I’ve chosen your hotel group company since 2017 and I’ve never faced any booking problems before. However, last week, something went wrong and there was a terrible misunderstanding. I booked a single room at your hotel and when it was time I arrived at exactly 2 pm, which was the check-in time. When I entered my room, the housekeepers were still cleaning it and asked me to wait. I could not wait at that time and had to settle down immediately because I was late for my exam, which was at 3 pm, far away from the hotel. The administrator, whose name was Kevin Jones, made his excuses and offered me to move to a double room as a bonus. Honestly, I’ve never booked such a big room in my life because usually they're expensive. But at that time, I agreed. Everything was good, I passed my exam, and I got back home in a few days. But when I checked my credit card balance, I was shocked. Your hotel charged me the fee for that double room, which was a bonus indeed. I believe that was a mistake. I didn't want to stay in that double room, it was the hotel administrator who offered me that room as an excuse. I am complaining because it was unfair from your side to charge me the fee of a double room, which I didn’t want to book. To solve this problem I would like you to give me a discount for the next booking at one of your branches. I look forward to hearing from you as soon as possible to solve this problem. I am attaching copies of my reservation number and receipt. You may reply to me at this email or call me at 3805588522. Sincerely, Alice Kingston Помогите, пожалуйста

Answer 1

The email is to the Grand Hotel manager.

Alice is writing the email because she wants to complain about the service at the hotel.

There was a misunderstanding because when Alice arrived at the hotel at the check-in time, her room was still being cleaned and she had to settle down immediately due to being late for an exam.

Kevin Jones is the hotel administrator who offered Alice a double room as a bonus.

Alice wants the hotel manager to give her a discount for her next booking at one of their branches.

Alice ends her email by giving her contact information and stating that she looks forward to hearing from the hotel manager as soon as possible to solve the problem.

Answer 2

1. The email is to the Grand Hotel manager.
2. Alice is writing the email because she experienced a service issue during her stay at the hotel. Specifically, there was a misunderstanding with her room booking, which led to an incorrect charge on her credit card.
3. There was a misunderstanding because when Alice arrived at the hotel at the check-in time of 2 pm, her single room was not ready, and she was offered a double room as a replacement, which she accepted. However, she did not intend to book or be charged for the double room.
4. Kevin Jones is the hotel administrator who interacted with Alice when she arrived at the hotel.
5. Alice wants the hotel manager to resolve the issue by giving her a discount for her next booking at one of the hotel's branches.
6. Alice ends her email by giving her contact information and signing it "Sincerely, Alice Kingston."