Dealing with a Reservation Mix-up
Clerk (C): Good evening, madam. Welcome to Fortune Hotel. May I help you?
Lady (L): Yes. Im Mrs. Jones. My daughter and I reserved a double room for five days.
C: Just a moment, please. Let me have a check... Sorry,madam. Im afraid we have no record of your reservation. Who made the reservation?
L: Our travel agent did.
C: When and where was it made?
L: It was made about a week ago from USA, Oak Tours, NewYork.
C: Wait a moment, please. Ill check our reservation again... Thank you for waiting, madam. Im afraid we have no record of any reservation made by Oak Tours in your name.Have you got a letter or fax confirming your booking?
L: No, we havent.
C: Well, Im terribly sorry, madam. There must have been some mistakes. Unfortunately, we are fully booked for this evening. Would you like me to get you a room in another hotel?
L: Yes, please.
C: Wait a moment, please... ( He picks up the phone and dials the number ... ) Hello, this is Mr. Zhang at the reception desk of Fortune Hotel. I wonder if you have a double room available for this evening. That s wonderful. Would you reserve the room under the name of Mrs. Jones, please? They will be over at your reception desk in a moment. Thank you. Goodbye. (To Mrs. Jones) Mrs. Jones, you can have a room at Park Hotel and they are expecting you to arrive.
L: Thank you very much for your help.
C: Not at all. Im always at your service. |
