Guests want comfort at a/an_______________ rate. They don't want expensive charges for other facilities.

Hotels provide online ____________ systems to allow guests to choose more elements of their stay in advance.

The ____________ for photocopying is ten cents per copy in the business center.

Guests don't also like ______________ breakfast and in-room fridges.

Guests are unhappy when hotel facilities don't meet their expectations, especially _______________ view from their bedroom window.

If the furniture and decor looks old and _______________, guests will also be unhappy.

The common complaint is about _______________ standards, like a dirty room or bathroom.

Guests also complain about events outside the hotel's control, including weather conditions and flight _______________.

To deal with complaints, listen actively and add some verbal_______________ to show you are listening.

_____________. It shows that you understand the situation and the speakers' feelings.

We welcome_____________ from our guests and the opportunity to put things right.

Please do not_____________ to contact me if you have any further questions or comments.

I would like to offer you a full_____________ or a one-night stay at our hotel.

I am very sorry for the____________ it may have caused.

This____________ room is comfortable.

This____________ room is convenient.

This____________ room is suitable for a small family.

We book____________ rooms for our long holiday.

We book a room with____________ for a trip in Phuket.