Lesson 17 of 18 · Hotel
Acknowledge a Simple Guest Complaint and Hand Over
Politely acknowledge a guest's routine service shortfall regarding missing towels in room 101, 102, or 201, clarify the room number and quantity (one or two), verify stock or consult a supervisor, and return with only confirmed facts without making unauthorized promises.
Learn these expressions
Mi dispiace per il disagio.
I am sorry for the inconvenience.
Professional apology to an in-house guest.
Quale camera, per favore?
Which room, please?
Clarifying room identifier.
Servono uno o due asciugamani?
Do you need one or two towels?
Clarifying quantity required.
Controllo subito la disponibilità.
I will check availability right away.
Stating stock check without false promises.
Ecco due asciugamani puliti.
Here are two clean towels.
Physical delivery handover formula.
Avviso subito la responsabile.
I will notify the supervisor right away.
Escalating requests beyond staff authority.
New words
- mi dispiace
- I am sorry / I regret (courteous customer-care formula)
- il disagio
- the inconvenience / discomfort (formal courtesy noun)
- la disponibilità
- availability / what is in stock (feminine singular noun)
- ecco
- here is / here are (formula used when physically handing items over)
- puliti
- clean (masculine plural adjective agreeing with gli asciugamani; singular pulito)
- uno o due
- one or two (conjunction o = or)
- un asciugamano
- one towel; due asciugamani = two towels. Teach the singular form before offering a one-towel choice.
- Non ci sono asciugamani
- there are no towels.
- Non abbiamo asciugamani nel carrello
- we have no towels on the trolley.
You may hear
- Mi scusi, mancano gli asciugamani. = Excuse me, the towels are missing.
- Non ci sono asciugamani nella camera centodue. = There are no towels in room 102.
- Ho bisogno di due asciugamani puliti. = I need two clean towels.
- Voglio parlare con la direzione. = I want to speak with management.
Grammar tipsShow
Apologizing Politely (Mi dispiace per il disagio):
Mi dispiace per il disagio means “I am sorry for the inconvenience”.
Handing Over Items (Ecco):
When you physically pass clean items to a guest, say Ecco:
Ecco due asciugamani puliti. (Here are two clean towels.)
Ecco la carta igienica. (Here is the toilet paper.)
Don't promise delivery:
Never promise delivery before confirming stock: do not say "Arrivano tra due minuti" (They will arrive in two minutes) if the linen trolley might be empty. Always say: Controllo subito la disponibilità (I will check availability right away).
Listen to the conversation
Listen once without reading. Then step through the lines below, one turn at a time.
Listening practice
Listen, pick an answer, then reveal the spoken words to check. Practice only, not an exam.
Question 1
What specific room and missing supply are stated by the speaker?
Question 2
What stock information and next step does the worker report?