How to handle guest complain

What does sarah said after the guest complain about the air conditioner?

• Sarah assured the guest that she would fix the air conditioner issue.
• Sarah said the air conditioner was working fine.
• Sarah ignored the complaint and walked away.
• Sarah blamed the guest for the issue.

I'm ................................................... to hear that Mr Thompson.

Are you enjoying the video lesson?

• Yes

• No

What was the primary issue Mr. Thompson reported to the reception?

• The TV was not working.

• The air conditioner was blowing warm air.

• The room was too noisy.

• He had no hot water.

What was the outcome of the previous attempt to fix Mr. Thompson's air conditioner?

• The technician couldn't find any issue.

• The AC was completely replaced.

• A temporary fix was applied, but the issue returned.

• The technician advised him to open a window.

Why was the hotel unable to move Mr. Thompson to another room within the same hotel?

• All other rooms were undergoing maintenance.

• Mr. Thompson's booking was non-transferable.

• The hotel was fully booked for the night.

• There were no rooms of the same category available.

What solution did the receptionist offer to Mr. Thompson for his comfort?

• A full refund for his stay.

• A complimentary upgrade to a suite in the same hotel.

• A complimentary transfer to a nearby 4-star partner hotel.

• A portable fan for his room.

According to the video, which of the phrase below is best used to show your apologies?

• Pardon me
• Excuse me
• My bad
• I'm sorry