🔍 Find the quiet mistake

Each receptionist sounds polite. In each dialogue, find the one choice that could make the situation worse. Rewrite that one line.

A.
Guest: “I booked through a website yesterday.”
Receptionist: “Then the website has the problem, not us.”

B.
Guest: “Here is the screenshot.”
Receptionist: “Thank you. I will search using the spelling in the screenshot.”

C.
Guest: “We are two people.”
Receptionist: “I found one room. You can share it.”

Task 5

These are the only real options tonight:

• a standard double room now; breakfast is not included;
• a twin room now; two separate beds; breakfast is included;
• a double room that may be free after 20:00.

Mariya says: “We need two beds and we are very tired.”

Choose one option. Give your guest a two-sentence offer. You may not invent a discount, an upgrade or a guarantee.