Эпизод 3 — Отель на максималках: Сезон скандалов

🏨 Episode 3

Отель на максималках: Сезон скандалов

Check‑in, инциденты и вежливый английский в отелях ✨

🎬 Эпизод

📖 Target Vocabulary

English	Русский	Example
check in / check out	заселиться / выписаться	"Check‑in is at 3 PM."
reservation	бронирование	"I have a reservation under Adams."
key card	ключ‑карта	"Here is your key card for room 905."
amenities	удобства	"Let me tell you about our amenities."
spa / massage	спа / массаж	"Complimentary spa service included."
lounge / bar	лаунж / бар	"The Stargazer Lounge is on the mezzanine."
late checkout	поздний выезд	"Is late checkout available?"
fee / charge	сбор / плата	"There's a fee for late checkout."
incident / accident	инцидент	"We had a small incident with the pool."
flood / leak	потоп / протечка	"Oops, we might have flooded downstairs."
towel / toiletries	полотенце	"Could you send extra towels to room 904?"
housekeeping	уборка	"Housekeeping will clean your room tomorrow."
front desk	стойка регистрации	"Please contact the front desk."
complimentary	бесплатный	"You get a complimentary glass of champagne."

🎯 Task 1: Rephrase Rude Lines

❌ "I'm good. Stop talking."

✅ "Thank you, but I'm quite tired. Could I just get my key, please?"

❌ "I don't care about your spa."

✅ "I appreciate the offer, but I'd prefer to rest today."

❌ "Just show me my room, man!"

✅ "Could you please point me to the elevator for my room?"

❌ "We're not leaving. So what?"

✅ "Is it possible to arrange late checkout? I understand there may be a fee."

❌ "Oops, we flooded the pool. Whatever."

✅ "Excuse me, we had a small accident with the pool. Who should we contact?"

🔢 Task 2-1: Put Check‑in Steps in Order

Click a step, then click a number slot.

Front desk offers amenities / upgrades

Front desk provides key card + room number

Guest thanks staff and heads to room

Front desk asks for last name / spelling

Guest confirms reservation details

Guest politely accepts or declines

Guest asks one practical question (Wi‑Fi, breakfast)

💬 Task 2-2: Practice Script (click gaps)

FD: "Welcome to ________."
You: "Reservation under ________."
FD: "May I tell you about amenities?"
You: "That's kind, but ________."
FD: "Here is key card for room ___."
You: "Could you tell me where the ___ is?"

🃏 Task 3-1: Match Problem → Polite Phrase (flip cards)

1. Room isn't ready

✅ "I understand. Is there a place I can wait comfortably?"

2. Need extra towels

✅ "Could you please send extra towels to room 904?"

3. Flooded bathroom

✅ "Excuse me, we had a small accident. Who should we contact?"

4. Late checkout

✅ "Is late checkout available? I understand there may be a fee."

5. Surprise charge

✅ "I see a charge for ___. Could you please explain it?"

Task 3-2: Quick Situations

1. Can't find room

✅ "Could you please show me where room ___ is?"

2. Need Wi‑Fi password

✅ "What is the Wi‑Fi password, please?"

3. Room too cold/hot

✅ "Could someone adjust the temperature in room ___?"

4. Lost key card

✅ "I lost my key card. Could I get a new one, please?"

5. Want to complain

✅ "Could I speak to a manager, please?"

6. Need early checkout

✅ "I need to check out early. Is that possible?"

📝 Task 4: Incident Report Cards

💡 Click any card to see the problem and a polite way to report it

🧹

Dirty room

"I noticed the room hasn't been cleaned yet. Could housekeeping please attend to it when convenient?"

🔊

Noisy

"Hello, I'm having trouble resting due to noise from [location]. Is there anything that can be done?"

📶

Internet issues

"I'm having trouble connecting to the Wi‑Fi. Could someone help me troubleshoot this?"

🚽

Running toilet

"Excuse me, the toilet in my room seems to be running continuously. Could maintenance take a look?"

🚿

No hot/cold water

"I'm not getting [hot/cold] water in the shower. Could this be checked, please?"

🛏️

Uncomfortable bed

"The bed is quite uncomfortable for me. Are there any alternative pillow or mattress options available?"

🌡️

Temperature control

"I'm having trouble adjusting the room temperature. Could someone help me with the controls?"

🧴

Towels not changed

"Could we please have fresh towels for room [number]? Thank you!"

🛁

Overflowed bathtub

"I apologize, but there's been a small accident with the bathtub overflowing. Who should I contact?"

🥂

Broke a glass

"I accidentally broke a glass in the room. I've cleaned up the large pieces - is there anything else I should do?"

🚪

Locked out

"Excuse me, I seem to have locked myself out of room [number]. Could someone assist me?"

🔑

Lost key card

"I've misplaced my key card for room [number]. Could I please get a replacement?"

💬 Incident Report Script Template:
YOU: "Excuse me, I need to report a small incident."
STAFF: "Of course. What happened?"
YOU: "We accidentally __________ in room __________."
STAFF: "Is anyone hurt? Is there damage?"
YOU: "No one is hurt, but __________."
YOU: "I apologize for the inconvenience."

🙅 Task 5: Practice Polite Refusals

Click each offer to see a polite response.

"Would you like a tour of the spa?"

"That sounds lovely, but maybe another time. I'd prefer to settle in first."

"Can I book you a massage for tomorrow?"

"I appreciate the offer, however I have a busy schedule tomorrow."

"Our lounge has live music tonight!"

"Thank you, but I'm quite tired today. I'll rest in my room."

"Would you like champagne while you wait?"

"Thank you, but I'm quite fine with water today. I appreciate the offer though!"

"Would you like to upgrade to first class?"

"I appreciate the offer, however I'm comfortable with my current booking."

"Can I bring you the dessert menu?"

"Thank you, but I'm quite full after that wonderful meal. Maybe next time!"

❓ Task 6: Late Checkout Quiz

🎭 Task 7: Scenario Practice

💡 Read the scenario, think of your response, then click "Show Answer" to compare

Scenario 1

Receptionist: "Good morning! Checking out today?"
You (want late checkout): ...

✅ Polite Response: "Good morning! Yes, actually – is late checkout available today? I have a late flight this evening."

Scenario 2

Receptionist: "We can offer late checkout until 2 p.m. for $15."
You (agree): ...

✅ Polite Response: "I understand. I'm happy to pay the fee for extra time. Thank you!"

Scenario 3

Receptionist: "I'm sorry, we're fully booked and can't offer late checkout."
You (ask alternative): ...

✅ Polite Response: "No problem. Could I at least leave my bags here after checkout?"

Scenario 4

Receptionist: "Late checkout is available, but the fee is $50."
You (think it's too expensive, decline politely): ...

✅ Polite Response: "Thank you for checking. I appreciate the offer, however I'll just check out at the regular time today."

Scenario 5

Receptionist: "We can extend your checkout to 1 p.m. at no charge."
You (need until 3 p.m.): ...

✅ Polite Response: "That's very kind, thank you! Would it be possible to stay until 3 p.m.? I'd be happy to pay a small fee if needed."

Scenario 6

Receptionist: "Would you like to pre-order breakfast for tomorrow morning?"
You (not hungry in the morning, refuse politely): ...

✅ Polite Response: "That sounds lovely, but maybe another time. I usually just have coffee in the morning. Thank you though!"

Scenario 7

Receptionist: "Our concierge can arrange a city tour for you this afternoon."
You (already have plans, refuse politely): ...

✅ Polite Response: "I appreciate the offer, however I have plans this afternoon. But thank you for suggesting it!"

Scenario 8

Receptionist: "Would you like champagne while you wait for your taxi?"
You (don't drink alcohol, refuse politely): ...

✅ Polite Response: "Thank you, but I'm quite fine with water today. I appreciate the offer though!"