Making a Complaint
An intermediate phone-conversation focused on polite-but-firm complaints and problem resolution. Vocabulary includes 'apologise', 'refund', 'compensation', and 'manager'.
Vocabulary
complaint
a statement that you are unhappy about something
apologise
to say you are sorry for something you have done wrong
refund
money that is returned to you because you are not satisfied
compensation
something, usually money, given to make up for a problem
resolve
to find a solution to a problem
Dialogue
Speaker 1
Good evening. This is the Lake View Hotel. How can I help you?
Speaker 2
Good evening. I am calling to make a complaint about room 312.
Speaker 1
I am very sorry to hear that. Can you tell me what happened?
Speaker 2
The room was extremely noisy because of construction work next door, even at midnight.
Speaker 1
I sincerely apologise for that. That is not the experience we want for our guests.
Speaker 2
I appreciate that. What kind of compensation can you offer?
Speaker 1
We can offer you a full refund for last night and a free dinner tonight.
Speaker 2
That is fair. Can I also move to a quieter room for the rest of my stay?
Speaker 1
Of course. I will move you to a room on the top floor, away from the street.
Speaker 2
Thank you. I am happy with this solution.
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Comprehension Questions
1. Why is the customer complaining?
The room was noisy
2. What compensation does the hotel offer?
A refund and a free dinner
3. Where will the customer be moved?
To a room on the top floor
True / False
The construction work happened only during the day.
False — The customer says the noise was 'even at midnight,' so it was happening at night too.
The hotel refuses to apologise.
False — The receptionist says 'I sincerely apologise for that.'
Teacher Tips
- Pre-teach the contrast between polite and rude complaints. Use the dialogue as the polite model.
- Drill formulaic phrases: 'I am calling to make a complaint…', 'I appreciate that…', 'I am happy with…'
- After listening, students write a short formal complaint email about a real situation (school, café, gym).
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