Market+Leader+Intermediate+3rd+edition+SB

Hotat Pf"obtart'lLast Thursday, I checked into the Excelsior Hotel.The receptionist told me I had been upgraded andmy room was on the 16'" floor. Well, l stayed therehfor an hour or so, then asked to move to anot erThree 1 110l1ths ago I travelled toroom. The 'upgraded' room had no safe for myAtl.ama,ofGeorgia. Juggaoe oTwodidn',piecesrrl· ' ve . I reportedd the lighting was very bad. Also, thereIhe . .loss t Ipromised 10moneY,anfi 0 IlendaJrlllle. Theythe bags and send Ih. emwas a group of noisy people next door. I tto mehSome weekThe new room was no better. I couldn't takea shower because there was no water for fourhours. The coffee machine didn't work, the Icemachine was out of order and the desk was tooall I called the receptionist to get some action,sm .but she seemed too busy to do anyt mg.This hotel simply isn't up to standard. What canyou do about it for me?h·1: l fiY O : lr I I: ', e cOllln'l find Ihe bags and aSkedldn l hea frommonlh,IhemIhen1'01Iheyanotherasked m . I 0 sen d receipts for aJJanicles . Ithe didn 'tmissinoh ave 0receipts for the lost items.It's Ihree months I..ater, and sllli no news from the .e-mallsairand r me. M'cUefs get no res "yponse. The alrlmemergedhaswithrecentlyanolhe , r company and I won d · . .Iheer If Ihlsproblem. Can you help?'IS part ofCGtr R.entGtI Ftoblem6The rental office at the airport couldn't give me the car I hadreserved. It was in the medium price runge at $250 a week.Inslead, they offered me a choice:• a smaller car, which was uncomfortable U1d had a small trunk;• a bigger car for an extra $20 a day.I was expecting a free upgrade, but the clerk on Ihe desk refused 10do Ihat. His attitude was 'take il or leave it ' . So I hired Ihe bigger car.When Ihe company billed me, I ended up paying $490 for Ihe car.Work in groups of four. One of you is BTS's AccountManager, the other three are travel consultants who workwith the Account Manager.1 Each member of the group (Account Manager/lravelconsultants) reads one of the problems above andmakes notes about it.2 Each person summarises the problem for his/hercolleagues, and answers any questions they may have .3 After each summary, the groups discuss the following:• Did the executive in each case deal with theproblem effectively? Why? / Why not?• What can 8T5 do to help to solve the problem?• What is the best solution for each executive? What,if anything, should he/she hope to get from thecompany concerned?I was on a flight to MoscOW, but the flightwas diverted to Helsinki because of badweather. There was a lot of confusion atHelsinki because the airline sent all thepassengers to the same hotel for the night.Some passengers became very aggressivewhen they tried to get a room. I had to sharea room with another passenger. The hotelmade all passengers pay for their r oms.The next morning, we had to walt SIX hoursin a cold terminal for the flight to MoscoW.The airline wouldn't pay for our hotelexpenses. They said the circumstances were'beyond their control'. I think we should becompensated for all the inconvenience.WritingAs the Account Manager for BTS, writean e-mail to NeoTech's Head of Travel,apologising for the inconvenience. Offersome compensation and explain whatsteps BTS has taken to make sure asimilar problem does not happen again.c::l Writing file page 127Watch the Case studycommentary on the OVO-ROM_ Wscanned for Paul Jennings21