Taking a Reservation

Vocabulary (1)

Word part of speech Meaning Example sentence adjoining rooms two hotel rooms with a door in If you want we can book your parents in noun the centre an adjoining room. amenities local facilities such as stores and We are located downtown, so we are noun restaurants close to all of the amenities. attractions The zoo is our city's most popular things for tourists to see and do noun attraction for kids. baggage bags and suitcases packed with If you need help with your baggage we noun personal belongings have a cart you can use. Bed and Breakfast a home that offers a place to stay I can book you into a beautiful Bed and noun and a place to eat Breakfast on the lake. bellboy a staff member who helps guests The bellboy will take your bags to your noun with their luggage room for you. book I can book your family in for the arrange to stay in a hotel verb weekend of the seventh. booked full, no vacancies I'm afraid the hotel is booked tonight. adj small booklets that provide brochures Feel free to take some brochures to information on the local sites and noun your room to look at. attractions check-in go to the front desk to receive You can check-in anytime after four verb keys o'clock. check-out return the keys and pay for the Please return your parking pass when noun bill you check-out. complimentary All of our rooms have complimentary breakfast free of charge soap, shampoo, and coffee. noun cot, rollaway bed a single bed on wheels that folds If you need an extra bed, we have cots noun up available. money a guest owes for repairs to damage charge We will have to add a damage charge hotel property (when caused by noun for the hole you put in the wall. violent or careless acts) 2 deposit amount paid ahead of time to You will not receive your deposit back noun secure a reservation if you cancel. double bed a bed large enough for two They are a family of four, so give them noun people a room with two double beds. floor The swimming pool is on the main a level of the building noun floor. front desk, the place where guests go to reception check in and out and to get Towels are available at the front desk. noun information guest a person that is staying at the Our washrooms are for guests only. noun hotel a very inexpensive place for hostel In the hostel you probably won't get backbackers and travelers on a noun your own room. budget hotel manager I'll let you make your complaint to the person in charge at the hotel noun hotel manager. Put a sign on the door if you want housekeeping, maid staff members that clean the housekeeping to come in and change noun rooms and linen the sheets on the bed. a machine that automatically ice machine There is an ice machine by the elevator makes ice that guests can use to noun on all of the even numbered floors. keep drinks cold indoor pool place for guests to swim inside The heated indoor pool is open until 10 noun the hotel pm. inn There's an inn on the other side of town another word for "hotel" noun that has a vacancy. Jacuzzi, hot tub, Our honeymoon room has a personal whirl pool a small hot pool for relaxation hot tub. noun king-size bed A room with a king size bed costs an extra large bed noun extra ten dollars a night. Your room has a kitchenette so you can kitchenette a small fridge and cooking area prepare your own breakfasts and noun lunches. late charge a fee for staying past the check- You will be charged a ten dollar late 3 noun out time charge for checking out after 11 am. linen We will come in and change the linens sheets, blankets, pillow cases noun while you are out of your room. lobby large open area at the front of the You can stand in the lobby and wait for noun hotel your bus. luggage cart a device on wheels that guests Please return the luggage cart to the noun can push their luggage on lobby when you are finshed with it. maximum capacity the most amount of people The maximum capacity in the hot tub noun allowed is ten people. motels accommodations that are slightly Our motel is very clean and is close to noun cheaper than hotels the beach. noisy The guests next to you have complained loud adj that you are being too noisy. a piece of paper that guests Display this parking pass in your parking pass display in the car window while window to show that you are a hotel noun in the hotel parking lot guest. pay-per-view movie extra charge for movies and If you order a pay-per-view movie, the noun special television features charge will appear on your bill. Room 201 doesn't need their sheets pillow case the covering that goes over a changed, but they requested one new noun pillow pillow case. queen size bed bed with plenty of space for two They have a queen size bed so the noun people (bigger than a double) small child can eaily fit in the middle. rate cost of renting a room for a Our rates change depending on the noun certain time period season. reservation a request to save a specific room They say they made a reservation but it noun for a future date doesn't show on the computer. room service delivery of food or other services If you would like a bottle of wine, just noun requested by guests call room service. sauna a hot room for relaxation, filled We don't recommend bringing young noun with steam children into the sauna. single bed The economy priced room includes one a bed for one person noun single bed. sofa bed, pull-out a bed built into a sofa or couch The room contains a sofa bed so the 4 couch room actually sleeps five. noun towels used to cover and dry the body You can get your swimming pool noun after swimming or bathing towels at the front desk. vacancy noun We only have one vacancy left, and it is available rooms vacant for a single room. adj valet staff that parks the guests' If you leave your car keys with us, the noun vehicles valet will park your car underground. a machine that distributes snacks vending machine The vending machine on the fifth floor and beverages when you insert noun has chocolate bars and chips. coins view a window that offers a nice The room is more expensive because it noun image for guests has a spectacular view of the beach. wake up call a morning phone call from the What time would you like your wake noun front desk, acts as an alarm clock up call? weight room, a room that guests can use for Our weight room has a stair climber workout room, gym exercise and fitness and a stationary bicycle. noun 5

Front Desk Receptionist

 Enterprise Hotels, Lise speaking. How can I help you?  What date are you looking for?  How long will you be staying?  How many adults will be in the room?  I'm afraid we are booked that weekend.  There are only a few vacancies left.  We advise that you book in advance during peak season.  Will two double beds be enough?  Do you want a smoking or non-smoking room?  The dining room is open from 4 pm until 10 pm.  We have an indoor swimming pool and sauna.  We serve a continental breakfast.  Cable television is included, but the movie channel is extra.  Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side.  The rate I can give you is 99.54 with tax.  We require a credit card number for a deposit.

 I'd like to make a reservation for next week.  Is it necessary to book ahead?  Do you charge extra for two beds?  How much is it for a cot?  Do you offer free breakfast?  Is there a restaurant in the hotel?  Do the rooms have refrigerators?  Do you do group bookings?  Is there an outdoor pool?  Do you have any cheaper rooms?  When is it considered off- season? 6

Sample Conversation

Receptionist: Thanks for calling Quality Inn. Morine speaking. Caller: Hello. I'm interested in booking a room for the September long weekend. I'm afraid we're totally booked for that weekend. There's a convention in Receptionist: town and we're the closest hotel to the convention centre. Caller: Oh, I didn't realize. Well what about the weekend after that? Receptionist: So... Friday the seventeenth? Caller: Yes. Friday and Saturday. It looks like we have a few vacancies left. We recommend that you make Receptionist: a reservation, though. It's still considered peak season then. Okay. Do you have any rooms with two double beds? We're a family of Caller: four. Yes, all of our rooms have two double beds. The rate for that weekend is Receptionist: $129 dollars a night. That's reasonable. And do you have cots? One of my daughters might be Caller: bringing a friend. We do, but we also charge an extra ten dollars per person for any family Receptionist: with over four people. The cot is free. Caller: Okay, but I'm not positive if she is coming. Can we pay when we arrive? Yes, but we do require a fifty dollar credit card deposit to hold the room. Receptionist: You can cancel up to five days in advance and we will refund your deposit. Caller: Great, I'll call you right back. I have to find my husband's credit card. Okay. Oh, and just to let you know...our outdoor pool will be closed, but Receptionist: our indoor pool is open. 7

Checking Guests In and Out

Check In

 What name is the reservation under?  How long will you be staying?  Are you planning on checking out tomorrow?  I'm afraid you can't check in until after 4:00 pm.  What type of vehicle are you driving?  Do you know the license plate number of your vehicle?  Complimentary breakfast is served in the lobby between 8 and 10 am.  I'll give you two room keys.  The dining room is on the main floor at the end of the hall.  The weight room and sauna are on the top floor.  Just call the front desk if you need any extra towels or pillows.

 We have a reservation under Jill McMann.  Do you have any vacancies?  Is the hotel booked, or can we get a room for tonight?  How do we get to our room from here?  Is it okay to park out front?  What time is the pool open until?  What time is breakfast served at?  Is it too early to check in?  Can we get a wake-up call?  When is check out time? 8

Check Out

 Are you ready to check out?  What room were you in?  How was your stay?  Was everything satisfactory?  Will you be putting this on your card?  And how will you be paying for this?  Would you like to speak to the hotel manager on duty?  I'll just need your room keys, please.  Enjoy the rest of your holiday.  Have a safe trip home.

 We're checking out of room 401.  Sorry we're a bit late checking-out.  I'm afraid we overslept/slept in.  We really enjoyed our stay.  We have a few complaints.  We'll be back next time we're in town. 9

Sample Conversation

Double-click the left button (>) to start. Click the middle button to stop. Click the right button to pause. Click it again to continue.

Receptionist: Hi there. Are you checking out now? Guest: Yes, sorry. I know we're a few minutes late. Receptionist: That's no problem. It's always really busy at check out time anyway. Guest: Oh, really. The last hotel we stayed in charged us for a late check out. The hotel isn't booked this week, so it's not a problem. How was Receptionist: everything? The room was great. The beds were really comfortable, and we weren't Guest: expecting our own fridge. Receptionist: I'm glad you liked it. The kids were disappointed that the pool wasn't open this morning, Guest: though. Receptionist: I apologize for that. We can't get a cleaner in any earlier than 10 am. Guest: Well we had a nice swim last night anyhow. Receptionist: Will you be putting this on your credit card? Guest: No. I'll pay cash. Receptionist: OK. So the total comes to $123.67, including tax. I thought it was $115 even. That's what they said yesterday when we Guest: checked in. Receptionist: Yes, but there is an extra room charge on your bill. Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry. No problem. So...from $140, here's your change. Now, I'll just need to ask Receptionist: you for your room keys. 10

UK Travel Agents

Frequently Asked Questions

With your input, we've made a list of the questions clients most frequently ask. If there's something you need to know that you don't see addressed here, visit our Products & Services section, and/or please don't hesitate to contact us.

 What's the Air Canada baggage allowance?

 Do I have to clear bags on first entry into Canada even if my bags are checked through to my final destination?

 What are the passport and visa requirements for Canada?

 What is JAZZ?

 Can baggage be checked through on connecting flights from Air Canada to Tango or Jazz?

 What seat pitch does Air Canada offer?

 Does Air Canada offer a special fare to customers travelling for compassionate reasons?

 Can I take sealed food products into Canada?

 Can you tell me the expected flight arrival or departure time?

 Does Air Canada guarantee a peanut-free flight?

 Is it possible to take a bicycle as part of the regular baggage allowance?

 What is the required check-in time?

 What are the health requirements for travel to Canada?

 What films are showing during my flight?

 What is the aircraft operating on my flight? 11

 How long is the flight?

 What meals do I get on the flight?

ANSWERS

 What's the Air Canada baggage allowance? Air Canada and its regional carriers allow each customer to check-in two pieces of luggage which is carried in the baggage compartment of the aircraft at no charge. This is known as the 'free checked baggage allowance'. The overall measurement of each piece (L + W + H) must be 158 cm, and the weight less than 32 kgs. Aeroplan Elite or Super Elite members are allowed to check-in up to four pieces of luggage, dimensions and weight as above. This applies regardless of the class of service the member is travelling in. For more information visit the Travel Planning section of the Air Canada website.

 Do I have to clear bags on first entry into Canada? Yes, you must clear your bags at first point of entry into Canada, then place bags on the transfer belt for onward carriage to your final destination.

 What are the passport and visa requirements for Canada? Whilst Air Canada can give help on this, it is ultimately the responsibility of the passenger to ensure that all documents are in order for the planned journey. See the Visiting Canada section of the Government of Canada website for more information.

 What is JAZZ? JAZZ is a wholly-owned subsidiary of Air Canada and comprises of the recently consolidated regional airlines Air BC, Air Nova, Air Ontario and Canadian Regional. See the Jazz website for more information.

 Can baggage be checked through on connecting flights from Air Canada to Jazz? It is possible to can check baggage through to the final destination on Jazz.

 What seat pitch does Air Canada offer? Details of seat dimensions can be found on the Air Canada website: Economy Class or Executive First. 12

 Does Air Canada offer a special fare to customers travelling for compassionate reasons? Yes, a bereavement fare is offered to customers who have to make last minute plans due to a death in their immediate family. For more information, see the Customer Service Plan on the Air Canada website.

 Can I take sealed food products into Canada? The agricultural laws in Canada are very strict and they prohibit the importation of food. More information can be obtained from the nearest Canadian consulate.

 Can you tell me the expected flight arrival or departure time? Use the Timetables section of the Air Canada website for general information; for flight status queries use the query box located on the Air Canada home page.

 Does Air Canada guarantee a peanut-free flight? Air Canada does not serve peanuts on-board; however, it cannot guarantee a peanut-free flight.

 Is it possible to take a bicycle as part of the regular baggage allowance? When travelling internationally it is possible to include a bicycle as part of the 2-piece baggage allowance. The bike should be prepared for transport before arrival at airport; i.e. handlebars fixed sideways, pedals removed, and reduced air-pressure in the tyres.

 What is the required check-in time? Check-in time for international flights is generally 2 hours. However airports may vary; specific information can be found in the Travel Planning section on the Air Canada website.

 What are the health requirements for travel to Canada? It is always best to refer to current bulletins from the World Health Organisation for advice. Situations change and Air Canada is not in a position to offer the latest information.

 What films are showing during my flight? Details of current inflight entertainment is available in the In-Flight section of the Air Canada website.

 What is the aircraft operating on my flight? Details of aircraft operating specific flights are offered through the Timetables service on the Air Canada website. For general information about Air Canada's fleet, visit the About Air Canada 13

section of the Air Canada website.

 How long is the flight? The estimated flying time can be accessed through using the online Timetable service.

 What meals do I get on the flight? Details of inflight meals can be found in the Inflight section of the Air Canada website.

Text on Booking a Room (with questions on the text)

The following text is from an online travel agency. Read the text carefully and answer our questions on the text.

The hotel has 8 Standard, 6 Deluxe, 4 Family rooms and 9 Cottages. Rooms have hot and cold shower and private balcony. Room service and laundry are available. All rooms except Cottages offer air conditioning.

Each room has two single beds, Family rooms have 4 single beds. All rooms (except for Cottages) have televisions. If you wish to make a reservation or request more information simply complete the form. Our travel staff will typically respond to any request in 1 working day. A confirmation of your booking will be sent to you via e-mail (and fax if required).

If for any reason you need to cancel your booking we would ask you to do so as early as possible by e-mailing our travel staff.

Questions on the text.  Showers There are no showers in the Cottages. There is a shower in every room. Only the Cottages have showers.  Air Conditioning There's no air conditioning available in the Cottages. Air conditioning is available in every room. Air conditioning is only available in the Cottages.  Except for the Family rooms, all rooms are ... double rooms. 14

twin-bedded rooms. single rooms.  To book a room you must ... respond in one working day. send a fax. fill in a form.  Everyone who makes a reservation will receive a confirmation via ... fax. e-mail. air-mail. 15

Vocabulsry (2)

At the Hotel

arrival bath bellboy booking cancellation departure double room elevator (US) floor front office front-office clerk ground floor hall porter housekeeper housekeeping staff ice-dispenser key key card key clerk laundry lift (GB) lobby luggage mail clerk registration card room service single room 16 safe shower staff towel twin beds vacancy voucher wake-up call to book to check in to check out to deposit to disturb to do a room to stay bungalow country cottage American plan (US) modified American plan (US) European plan bed and breakfast, B&B half board (GB) room and board, R&B (GB) 17

At the Airport air hostess air traffic control aircraft airline counter airport aisle seat animal in hold arrivals arrivals are delayed arrivals are on schedule baggage claim baggage limitation boarding pass briefcase bumpy flight cabin carry-on luggage cockpit connecting flight control tower conveyor belt copilot crew customs customs official delayed departure lounge departures departures are delayed 18 departures are on schedule direct flight/ non-stop flight domestic flight duty free emergency exit emergency landing excess baggage excess baggage charge final destination flight attendant flight number gate immigration official in-flight manual international flight jet lag landing layover hotel life vest loudspeakers luggage compartment luggage/ baggage meal tray on schedule one-way trip overbooking overweight passengers lounge pilot plane registered luggage restroom/ lavatory round trip 19 runway scales seat seat belt shuttle bus stopover suitcase stewardess timetable time of arrival actual time of arrival (ATA) time of departure actual time of departure (ATD) to board to fasten the seatbelt to land to take off take-off tourist travel agency trolley window seat wind directional indicator