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Joy English · Level B2 · Workjoy-english.com

Handling a complaint

Name:Date:

Understand an apology and a solution in a customer service situation.

Listen to each sentence and write what you hear.

Audio and answer checking: https://joy-english.com/listening-lessons/handling-a-complaint

Words to know

reservation
An arrangement to keep a room or seat for someone.
upgrade
To give someone something better.
suite
A set of connected rooms in a hotel.

Answer key

  1. I booked a double room, but you've given me a single.“You’ve” is “you have”.
  2. I'm very sorry, there must have been a mistake with your reservation.“Must have been” sounds like “must-uv-bin”.
  3. Unfortunately, we're fully booked tonight.“Fully booked” means no rooms are free. “We are” is also accepted.
  4. However, we can upgrade you to a suite tomorrow at no extra cost.“Suite” sounds like “sweet”.
  5. That would be acceptable, thank you for your help.The stress in “acceptable” is on “cep”.

Joy English · free English practice · https://joy-english.com/listening-lessons/handling-a-complaint