O HÓSPEDE IRRITADO | INGLÊS PARA HOTELARIA A1–A2

O HÓSPEDE IRRITADO | INGLÊS PARA HOTELARIA A1–A2

HISTORIA:
John: Good morning, Mary. Is everything okay?
Mary: Good morning, John. No, not really. A guest is very angry at the front desk.
John: What is the problem?
Mary: He says his reservation is not in the system. He has a confirmation email.
John: Let me check the computer. What is his name?
Mary: Mr. Silva. He arrived from Brazil today.
John: Okay, I see the problem. His reservation is for tomorrow, not today.
Mary: Oh no. What can we do? He looks very upset.
John: We have empty rooms today. Let’s give him a room now.
Mary: Good idea. Should I offer him a free breakfast too?
John: Yes, that’s nice. And apologize for the confusion.
Mary: Okay, I will talk to him now. Thank you for your help, John.
John: You’re welcome. Stay calm and smile. He will understand.
Mary: You’re right. I’ll fix this situation.
(Mary walks back to the front desk)
Mary: Mr. Silva, I’m very sorry for the confusion. We have a room for you today.
John: And we offer you a free breakfast tomorrow morning.
Mary: Here is your room key. Room 302 on the third floor.
John: We hope you enjoy your stay with us.

VOCABULARIO:
guest – a person staying at the hotel / hóspede
reservation – a booking for a room / reserva
front desk – the reception area in a hotel / recepção
angry – very upset or mad / irritado, bravo
confirmation – proof that something is correct / confirmação
system – computer program / sistema
check – to look at or verify / verificar, checar
empty – not occupied, available / vazio, disponível
apologize – to say sorry / pedir desculpas
confusion – when something is not clear / confusão
free – no cost / grátis
breakfast – morning meal / café da manhã
room key – card to open hotel room / chave do quarto
floor – level in a building / andar
stay – time spent at a hotel / estadia, hospedagem

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