Words to know 一定会用到的词库：
reservation agent：预订代理
front desk agent：柜台代理
concierge：看门人
bellhop：侍者
hotel manager：饭店经理
lobby：大厅
elevator：电梯
stairs： 楼梯
emergency exit：紧急出口
check in：入住
check out：退房
airport service：机场接送服务
shuttle service：接驳车服务
laundry service：洗衣服务
room service：客房服务
housekeeping：客房清洁
maintenance：维修
continental breakfast：欧陆式早餐
full breakfast (American breakfast)：全套早餐
vegetarian meals：素食
vegan meals：全素的餐点
standard room：标准房间
deluxe room：豪华房
superior room：高级房
family suite ：家庭套房
honeymoon suite：蜜月套房
adjoining rooms：相邻的房间
connecting rooms：连通房
wheelchair accessible：无障碍
special request：特殊要求
rack rate：门市价
promotion rate：促销价
group rate：团体价
guaranteed reservation：预订保证
upgrade: 升级
cancellation policy：取消政策
cancellation fee：取消手续费
service is excellent ：服务是优秀的
service is satisfactory：服务是令人满意的
service is unsatisfactory：服务是不令人满意的
1. Explain your needs in detail 详细说明你的需要
与旅馆沟通时要提出具体的要求，不要无厘头的讲一堆对方听不大懂的话。旅行业的业者看过各式各样的状况，而目标也是让旅客住的高兴与舒服。如果有老年人或者行动不变的人，可以要求靠近电梯的房间，大人带小孩也可以要求相通的房间。如果饮食上有特别的需要，询问一下旅馆提供的餐饮，就不会没有计划的在外面找东西吃。
(O) We have two adults and three children under twelve, and we need a family suite, or two connecting rooms, for four or five nights starting on July 7th. My daughter is walking with crutches because she hurt her foot playing soccer. Please put in the request that we need to be close to the elevator, the children need separate beds, and a spacious bathroom.
我们有两个大人和三个十二岁以下的小孩。我们需要一个家庭套房或者两间连通房，住四或五个晚上，从7月7号开始。我女儿需要用拐杖走路，因为她踢足球脚受伤了。请注明在我们有需要靠近电梯的要求，孩子们需要单独的床，还有宽敞的浴室。
(O) And one more thing, my wife is a vegan. If breakfast is included, will there be a variety of food for her?
还有一件事，我太太是吃全素。如果有包括早餐，餐点会提供她均衡的食物吗？
(X) We have a family of 5, and need to stay for at least 4 nights. One of us is not really mobile. We do not want rooms that are separate, and don’t put us at the end of the hallway, that will be way too much trouble.
我们一家物口，需要住至少4夜。我们有一个行动不变，不希望房间是分开的，不要把我们放在走廊尽头，那太麻烦了。
(X) Will breakfast cost extra? Continental breakfast won’t be enough for us. Some of us eat meat, some don’t.
早餐还要付钱吗？欧式早餐是不够的，我们有的吃肉，有的不吃。
2. Safety is the top priority when you are traveling alone
一个人旅行时安全是最重要的
如果是一个人旅行，找在热闹地区的旅馆会比较放心。可是在旺季时，很多大会都在相近的日期举行，市中心旅馆很可能很快就订满了。在城市外围还是会有很好的选择，可是最好研究一下当地的交通与安全。询问旅馆时可以请问附近的交通是否方便，可是不要问：「你们是不是在不好的区？」。
(O) I am calling to see if you have any rooms this Saturday, for one night? I need to attend a HR convention in Manhattan. Please tell me if you provide pick-up service at the airport, and are you within walking distance to the 36th Street subway station? And will it be okay for me to walk around the neighborhood at night?
我想请问这个星期六还有可以住一晚的房间吗？我需要参加在曼哈顿举行的人力资源大会。请告诉我旅馆是否提供机场接机服务，以及是不是在第36街地铁站的步行距离之内？还有我晚上在附近散步安全吗？
(X) Hi, do you have any rooms over the weekend. I can’t believe all the hotels in Manhattan are either booked or way too expensive. Please don’t tell me you are in a bad neighborhood. I don’t know how will I get to my meeting on the west side of Central Park from Brooklyn, can you tell me?
周末还有房间吗？我不能相信所有在曼哈顿的旅馆都没有空房，要不然就是太贵了。拜托不要告诉我你们是在不好的地带。我不知道我如何从从布鲁克林到中央公园的西侧开会，你能告诉我吗？
3. Find out if the room rate changes over the weekend
问一下周末房价会不会变动
很多旅馆周末的房价会上涨。如果周末两天与平日三天的价钱一样，可以考虑改变计划。
(O) I was thinking about checking in on Thursday August 9th, and stay for three nights. But my schedule is flexible. If I check in on Monday August 6th, and stay for four nights, will the rate be less expensive? I prefer to stay longer if you can advise me of any promotions.
我本来想周四8月9号来，住三个晚上。但我的行程可以调整。如果我周一8月6号到，并住四个晚上，房价会比较便宜吗？我宁愿住久一点，请告诉我有没有促销价。
(X) I am looking for a room for three nights or longer. I’ll be there the first or second week of August. I heard your rate goes up sky high during the weekends, is that true?
我想住三个晚上或更长的时间。我会在那里八月的第一或第二个星期到。我听说你的房价在周末会狂涨，那是真的吗？
4. When there is a problem 不满意的时候
柜台的服务员一定希望你拿来钥匙以后，上楼看到房间是满意的，如果过了几分钟，你出现在他们的面前，他们一定会有心理准备，想要解决你的困扰。如果要换房间，对方需要提供你同等级的招待，如果没有办法找到相同等级的客房，不可以要求你降级，而升级也没有理由再与你收费。相对的，有问题也要心平气和的与对方沟通，不要下了飞机没多久就要找人吵架了。
(O) I just checked in. I am in 303. There must have been a mix-up. Housekeeping didn’t finish cleaning the room. The bed is not made, there is garbage, and the bathroom floor is wet. I am exhausted from my flight. Please assign me a different room that’s also nonsmoking with an ocean view.
我刚才入住在303。有一点误会。清洁人员没有打扫完全，床没有铺，洗手间的地板是湿的。我坐了12个小时的飞机，非常的累了。请给我另外的一个房间，也是要不吸烟与有海景的。
(X) Excuse me! I don’t know what kind of business you guys are running. The room you gave me is disgusting! Your housekeeping department is incompetent. I just got off a 12-hour flight, and you expect me to put up with this! What are you going to do?
不好意思！我不知道你们在做什么生意。你给我的房间很恶心！你的清洁部门没有用。我刚坐了12个小时的飞机，你指望我忍受这种服务！你们要怎么处理？
