At the Hotel: English at the Reception Desk

Holidays are a time to rest, and often a time to travel abroad. Alongside planning your trip, you book somewhere to stay: you find your dream all-inclusive hotel online, a few clicks and it's done. The day comes, you pack, fly out and take a taxi to the hotel. Then, at the front desk, it hits you: nobody speaks your language. It was mentioned in the small print at the bottom of the website, but who reads that? Your heart races and the words in your head refuse to form a sentence.

You can avoid that moment easily by learning a few simple but essential phrases. With them, no hotel stay will feel like a challenge.

Start at reception

Reception is the first place you go when you arrive. Read this sample conversation. Note that English has two words for the same thing: a reservation and a booking.

Receptionist: Good morning, how can I help you?

You: I have a reservation under the name John Smith. We've booked two rooms.

Receptionist: Of course, let me check the reservation.

Receptionist: Unfortunately, the rooms aren't available yet.

You: Okay, when will they be ready?

Receptionist: You can wait two hours for your rooms, or we can upgrade you to suites. Would you be interested in an upgrade?

You: Is there a charge for that?

Receptionist: No, it's at the hotel's expense.

You: In that case, we'd like to upgrade. Thank you!

Receptionist: Great! Here are your keys. If you need help with your luggage, the porter can take it up to your room.

You: Thank you. If we have any further questions, we'll come back to reception.

Receptionist: Enjoy your stay!

Now practise: fill in the gaps

Complete the conversation, then check your answers with the recording and the PDF.

Receptionist: Good morning, how can I help you?

You: I have a ……………… (a booking) under the name ……………… (your name).

Receptionist: Let me check. Hmm, your rooms aren't available yet.

You: ……………………………… (ask when the rooms will be ready)

Receptionist: You can wait two hours for your rooms or we can upgrade you to suites. Are you interested in upgrading your reservation?

You: ……………………………… (ask if it costs extra)

Receptionist: No, it is at the expense of the hotel.

You: ……………… (if that's the case) I would like to upgrade our rooms. Thank you!

Receptionist: Great! Here are your hotel keys. If you need any help with your bags, the porter can take them to your room.

You: Thank you. If we have any ……………… (more questions), we will come to reception.

Receptionist: Enjoy your stay!

Your turn: Recording 2

Play Recording 2 and answer the receptionist out loud, as if you were standing at the desk. Here is what the receptionist says:

Good morning, Hotel English, how can I help you?

Okay, let me check. Yes, I can see your reservation, but your rooms aren't ready yet.

We can offer you an upgrade, or you can wait two hours until your rooms are ready.

The upgrade is free of charge.

Excellent! If you have any further questions, please come to reception. The porter can take your luggage. Enjoy your stay!

Room types and facilities

Hotels offer different kinds of rooms, so when you book, check the room standard and the facilities. We don't always read the whole offer, which is why it helps to know the vocabulary for the most common options.

• •single: a room for one person
• •double: a standard room for two, with one double bed
• •twin: a room with two separate single beds
• •queen: a room with a queen-size bed
• •studio: one space with a sleeping area, a living area and a kitchenette, good for families with children
• •suite: a larger room with a separate living room and bedroom
• •cabana: a room next to the pool, or one with its own private pool

Asking about facilities

• •Is there free wifi? What's the password?
• •Is there a pool or a gym at the hotel?
• •Is breakfast included in the price?
• •Where is the restaurant?
• •Does the hotel offer any tours?
• •How often are the rooms cleaned?
• •Is there an additional charge for this?
• •What time is check-out?

Exercise: match the questions to the answers

• •Is there free wifi available?
• •Is there a pool or gym at the hotel?
• •Is breakfast included in the price?
• •Where is the restaurant?
• •Does the hotel offer any tours?
• •How often are the rooms cleaned?
• •Is there an additional charge for this?
• •What time should we check out?

• •No, it is free!
• •It is next to reception.
• •Before 1 pm.
• •Yes, the password is XYZ7162.
• •No, you pay in the restaurant.
• •We have some offers here.
• •We clean them once a day.
• •Yes, we have both a gym and a pool.

Meal plans

• •BB (bed and breakfast): breakfast only
• •HB (half board): breakfast and dinner
• •FB (full board): breakfast, lunch and dinner
• •AI (all inclusive): all meals plus soft drinks, alcoholic drinks and snacks between meals

Ordering at the bar

• •I'd like to order a drink.
• •How much is this beer?
• •How strong is it? / What's the alcohol content?
• •Could I have some ice, please?
• •I'd like to pay by card.

That's all for today! With these words and phrases you'll talk to hotel staff without a problem, and your holiday will be even better. Enjoy your stay!