Hotel English - Using Travel English at Hotels

旅游英语 - 酒店

Hi, my name is Olivier.

嗨，我叫Olivier。

Welcome to Oxford Online English.

欢迎来到Oxford Online English。

Do you travel abroad, for work or for pleasure?

您出国旅行吗，是工作还是休闲呢？

If so, do you normally stay in hotels?

如果出国旅行，您通常住酒店吗？

Are you comfortable using English to reserve a room, check in or out, and deal with any

您是否习惯使用英语预定房间、入住或退房，或处理任何

problems you have during your stay?

在住宿期间遇到的问题呢？

In this lesson, you can learn how to use English in common hotel situations.

在本节课中，您可以学习在酒店常见情况下如何使用英语。

It can also help you if you work in a hotel.

如果您在酒店工作，它也可以帮助您。

Imagine you're traveling abroad and you need to arrange a hotel.

想象一下，您在国外旅行，您需要安排酒店。

What's the first thing you need to do?

您需要做的第一件事是什么？

Nowadays, you’ll often reserve your hotel room online, but sometimes you might need

如今，您经常会在网上预定酒店房间，但有时也可能要

to make a reservation by phone, or even in person.

通过电话预定，甚至面对面预定

Let’s see how you can do this:

让我们看看如何做到这一点：

Hi, I’d like to make a reservation.

嗨，我想订房。

Yes, of course.

好的。

When would you like to check in?

您想什么时候入住？

On the 3rd of November.

11月3日。

And how many nights would that be for?

住几晚？

For three nights.

三个晚上。

And what kind of room were you looking for?

您想要什么样的房间？

A double room.

一个双人床房间。

It’s for my husband and me.

我和我丈夫住。

Ok.

好的。

We do have one double room available for those dates.

那些日期我们确实有一个双人床房间。

It’s $80 a night, so that comes to $240 for the three nights.

每晚80美元，所以三个晚上240美元。

Yes, that’s fine.

好的，可以。

Great.

好的。

Can I take your name?

能告诉我您的名字吗？

Yes, it’s Sarah Banks

可以，Sarah Banks

Thank you, Ms. Banks.

谢谢，Banks女士。

Can I just take a credit card from you to make the booking?

我可以用下信用卡来帮您预定吗？

Yes of course, here you are.

当然可以，给您。

Okay Ms. Banks, that’s all finished.

好吧，Banks女士，一切都弄好了。

Is there anything else I can help you with?

还有什么可以帮您的吗？

Yes, could I have a confirmation emailed to me?

有，可以通过邮件发送确认信息给我吗？

Yes of course, what’s the email?

当然可以，邮箱地址是什么？

It’s s dot banks at gmail dot com.

是[email protected]

Okay, I’ll send that over to you now.

好的，我现在发给您。

Excellent, thank you very much.

太好了，非常感谢。

You’re welcome.

不客气。

We look forward to seeing you.

期待您的光临。

Thank you, goodbye

谢谢，再见

Goodbye.

再见。

Let’s look at some key phrases and useful vocabulary from this section.

让我们看看这一节中的一些关键短语和有用的词汇。

You can start the conversation by saying something like:

您可以这样开始对话：

I’d like to make a reservation for the 3rd of November, for three nights, please.

我想预定11月3号的房间，住三个晚上。

Of course, you can change this to suit your situation, like this:

好的，你可以根据您的情况变换，像这样：

I’d like to make a reservation for the 20th of May for one night, please.

我想预定5月20号的房间，一个晚上。

The receptionist might ask you:

前台接待员可能会问您：

What kind of room are you looking for?

您要什么样的房间？

What could you say here?

这里您能说什么？

You could ask for a single or a double room.

您可以要求一个单人床间或双人床间。

If you’re travelling with a friend, you might ask for a twin room, with two separate

如果您和一位朋友一起旅行，您可能会要求一个有2张床

beds.

的双人房。

You could also ask for a triple room for three people, or maybe a family room, which might

你也可以要一个住三个人的三人间，或者一个家庭间，可能会

have four or even more beds.

有四张甚至更多床位。

Finally, if you need a lot of space, you can ask for a suite.

最后，如果您需要很多空间，您可以 要求套房。

A suite is like an apartment, with a living room, possibly a kitchen, and one or more

一间套房就像一间公寓，有一个起居室，可能有厨房，一个或多个

bedrooms.

卧室。

The dialogue you just heard was easy—there were no problems or surprises—but what if

您刚刚听到的对话很容易 - 没有任何问题或意外 - 但如果

the hotel is full on the dates you want?

您预定的日期酒店满了，怎么办？

I’d like to make a reservation for the 20th of May for one night, please.

我想预定5月20日的房间，一个晚上。

Very well, sir, and what kind of room do you need?

很好，先生，您需要什么样的房间？

I’d like a triple room, please.

我想要一个三人间。

I’m sorry sir, but don’t have any triple rooms available on that date.

我很抱歉，先生，在那天没有三人间。

It’s a holiday period and we’re almost fully booked.

那时侯是假期，我们这几乎满客了。

I could offer you a family room, which has four beds.

我可以提供您一个有四张床的家庭房。

Would that work for you?

这样可以吗？

That could work…

可以...

How much is it?

多少钱？

It’s $195.

195美元。

Ah, I see.

啊，我知道了。

That’s more expensive than the triple.

这比三人间的更贵。

Is there any way you could offer a discount?

有什么办法可以打折吗？

I’m sorry sir, as I said before, it’s a holiday period and we expect to be very

对不起，先生，正如我之前所说的，那时是假期，我们预期那时会

busy at that time.

很忙。

I see…

我明白了…

Alright, then.

那好吧。

I’ll take it.

我预定了。

That’s fine.

好的。

Can I take your name for the reservation?

请告诉下预定人的名字

This time, the conversation didn’t go so smoothly.

这一次，谈话并没有进行的那么顺利。

The receptionist said:

接待员说：

We don’t have any triple rooms available on that date.

那些日期我们没有三人间。

The receptionist also gave a reason.

接待员也给了一个理由。

Do you remember what it was?

您还记得是什么理由吗？

She said:

她说：

It’s a holiday period and we’re almost fully booked.

那时是假期，我们几乎预定满 了。

Fully booked means that every room has already been reserved.

预订满了的意思是每个房间都已经被预定了。

You might also hear something like:

您也可能会听到类似的表达：

I’m afraid we don’t have anything free on those dates.

恐怕那些日期我们没有空房。

Luckily, this time you were able to get a room, even if it was more expensive than you

幸运的是，这一次您可以得到一个 房间，即使它

were hoping for.

比您希望的贵。

What’s the next step?

下一步是什么？

You arrive at your hotel and go to reception to check in.

您到达酒店，前往前台办理入住手续。

Do you know what you should say here?

您知道在这里您应该说什么吗？

Let’s look together!

让我们一起来看下！

Hello, welcome to The Palm Hotel

您好，欢迎来到棕榈酒店！

Hello, I have a reservation; the name’s Sarah Banks

您好，我预定了房间；名字是 Sarah Banks

Yes, I see that here.

是的，我看到了。

I have you in a double room for three nights; is that correct?

您订了个三晚的双人床房间; 对吗？

Yes, that’s right.

恩，对的。

How many keys would you like?

您想要几把钥匙？

Two, please.

请给我两把。

Okay, here you are.

好的，给您。

Enjoy your stay, Ms. Banks.

Banks女士，祝您住的愉快！

Thank you.

谢谢。

OK. That seemed easy.

好。这似乎很容易。

And usually, it should be.

通常，它就是这样的。

But perhaps there’s a problem.

但也许会碰到问题。

Let’s look at an example that doesn’t go so well.

我们来看一个进行的不那么顺利的的例子。

Hello, welcome to The Palm Hotel Hello, I have a reservation.

您好，欢迎来到棕榈酒店 您好，我有预定。

What name was it under?

用谁的名字预定的？

Sarah Banks.

Sarah Banks。

I’m sorry, I don’t have a reservation under that name.

对不起，没有这个名字的预定。

How did you make the booking?

您是怎么预定的？

I did it on the phone.

电话预定的。

I actually have a confirmation here with me, would that help?

我这里有一个确认信息，有用吗？

Yes, please.

请拿来看下。

OK, yes, now I see the reservation.

好的，是的，现在我看到预定了。

I think there was a problem with the spelling.

我想刚刚拼写拼错了。

I do apologize.

我很抱歉。

It’s no problem.

没问题。

Now, you’ve checked in and you’re ready to enjoy your stay.

现在，您已经办理入住手续，准备享受您的住宿。

What next?

接下来会是什么呢？

You might need to go back to reception to arrange extra services, or to ask about the

您可能需要返回前台安排额外的服务，或询问

hotel’s facilities.

酒店设施。

Let’s look at our first dialogue:

我们来看看第一个对话：

Is there anything else I can help you with, Ms. Banks?

还有什么可以帮助您的吗，Banks女士？

Yes, I would like a wake-up call tomorrow, if possible.

是的，如果可能的话， 我希望明天有个叫醒服务。

Yes of course; what time would you like the call?

当然; 您希望几点叫醒您？

7.30 please, actually… better make it 7.

7.30，实际上...最好7点。

Okay, no problem.

好的，没问题。

I’ll make a note of that.

我会记下来。

Also I need to go to the airport on Wednesday morning.

另外，星期三早上我要去机场。

Do you offer a shuttle service?

你们提供班车服务吗？

Yes, we do.

是的，我们提供。

What time's your flight?

您的航班几点？

It’s at 10.30am.

上午10点30分。

Okay, we have shuttles to the airport every hour, so I think you could take the 8am shuttle.

好的，每个小时我们都有去机场的班车，我想您可以搭上午8点的班车。

Perfect, thank you.

太好了，谢谢。

The guest asked for two different things.

客人问了两件不同的事情。

Do you remember what they were?

您还记得是什么吗？

She asked for a wake-up call, and she asked about the airport shuttle.

她问了叫醒服务，和机场班车。

A shuttle is a bus which drives between two places.

班车是往返于两个地方的巴士。

Many hotels offer airport shuttles, which drive between the airport and the hotel.

许多酒店提供机场班车，往返于机场和酒店

Let’s look at some of the polite language from this dialogue.

我们来看看这个对话中的一些礼貌的用语。

To ask for a wake-up call, I said:

问叫醒服务，我说：

I would like a wake-up call tomorrow, if possible.

如果可能的话，我希望明天有个叫醒服务。

Adding if possible on the end of the sentence is not necessary, but it makes it sound more

在句子结尾加 ‘如果可能的话’ 是没有必要，但它听起来更

respectful and polite.

尊重和更礼貌。

To ask about the airport shuttle, I said:

有关机场班车的问题，我说：

Do you offer a shuttle service?

你们提供班车服务吗？

You could use this question to ask about other hotel facilities.

您可以用这个问题来询问其他酒店设施。

For example:

例如：

Do you offer 24-hour room service?

你们提供24小时客房服务吗？

Do you offer a dry-cleaning service?

你们提供干洗服务吗？

Do you offer conferencing facilities?

你们会提供会议设施吗？

Can you think of anything else you could ask about here?

您能想到其他要询问的东西吗？

Let’s see some more ways to ask about hotel facilities:

我们看看问酒店设备的更多方式：

Hello, how can I help you?

您好，有什么可以帮您？

Yes, hello.

您好。

I need some restaurant recommendations.

我需要一些餐厅推荐。

Okay, no problem.

好的，没问题。

Our concierge on the other side of the lobby can recommend a good restaurant and help you

我们大堂另一边的礼宾服务可以推荐好的餐厅，并帮您

to make reservations.

做预定。

Thank you.

谢谢。

Also, I wanted to ask: what kind of gym facilities do you have?

另外，我想问：你们有什么健身设施？

We have a complete gym and small swimming pool just down this corridor.

我们有一个完整的健身房和小型游泳池，游泳池就在这条走廊的正下方。

The swimming pool also has a sauna and a steam room.

游泳池还设有桑拿浴室和蒸汽浴室。

Wonderful!

太好了！

Thanks for your help.

谢谢您的帮助。

Oh, actually, one last thing: what’s the WiFi password for the hotel?

哦，其实，最后一件事是：酒店WiFi密码是什么？

It’s Palmbeachhotel.

是Palmbeachhotel。

All one word, with a capital P at the start.

这个单词中，就开头的第一个字母大写P

And that works everywhere in the hotel?

酒店每个地方都可以用吗？

Yes, it does.

是的。

Thank you very much.

非常感谢你。

You’re welcome.

别客气。

Let’s look at some of the useful language from this dialogue.

我们来看看这段对话中 一些有用的表达。

A concierge works in a hotel and can help guests to arrange things in the local area.

在酒店工作的礼宾，可以帮助客人在当地安排事情。

For example, a good concierge can help you to book theatre tickets, find the best Thai

例如，一个好的礼宾可以帮助您预订剧院门票，找到镇上最好的泰国

restaurant in town, or organize a sightseeing tour of the city.

餐厅，或组织城市观光之旅。

The phrase I wanted to ask is a good way to introduce a question politely.

这个短语：“我想问” 是礼貌地提出一个问题的方法。

You can use it in many ways.

您可以在很多方面这样表达。

For example:

例如：

I wanted to ask: is it possible to check out one hour late?

我想问：是否可以晚一个小时退房？

I wanted to ask: what time is breakfast?

我想问：早餐是几点？

Okay, at this point, you’ve checked in and you’re getting comfortable.

好的，到这里，您已经入住了，感到很舒服。

But what if something goes wrong?

但如果出现问题了，怎么办？

Hello, do you need any help?

您好，您需要帮助吗？

Yes, I have a few problems with my room.

是的，我的房间有几个问题。

Okay, I’m sorry to hear that, what seems to be the problem?

好吧，我很遗憾听到这个消息，是什么问题呢？

Well, first of all there’s an issue with the heating.

那么，首先暖气有问题。

It’s very hot, and I can’t seem to turn it down.

非常热，我也调低不了温度。

Okay, I’ll send somebody to take a look at that.

好的，我会派人去看看。

Was there anything else?

还有别的问题吗？

Yes, actually.

是的。

I’m not sure if it’s normal, but my key doesn’t always work in the door.

我不确定这是否正常，但我的钥匙总是开不了门。

Sometimes I have to put it in five or six times before it works.

有时我必须试五六次才开得了。

Am I doing something wrong?

是我哪里做错了吗？

I’m sure you aren’t, madam!

我确定您没有，夫人！

Sometimes, older key cards don’t work so well.

有时，老的钥匙卡没那么好用。

Let me make you a new key right now.

我现在给您一个新的钥匙。

That’s great; thanks so much for your help.

那太好了; 非常感谢您的帮助。

You’re very welcome.

不用谢

Here’s a good phrase to use if you have a problem during your hotel stay:

如果您在住酒店期间，遇到问题，这里有个好的短语可以用：

There’s an issue with…

There’s an issue with......

For example:

例如：

There’s an issue with the sink in the bathroom.

洗手间的水槽有问题。

Can you think of any other ways you could say this?

您能想出这样表述的其他方式吗？

You could say something like:

您可以这样说：

Something’s wrong with the sink in the bathroom.

浴室水槽有问题。

I think there’s a problem with the sink.

我认为水槽有问题。

Next, let’s look at one more example where things don’t go so well.

接下来，让我们再看一个事情进行的不顺利的例子。

Yes, can I help you with something?

是的，有什么可以帮您吗？

I’d like to make a complaint.

我要投诉。

My room hasn’t been cleaned properly.

我的房间没有打扫干净。

I’m very sorry about that, sir.

先生，我很抱歉。

What exactly is wrong?

究竟是什么问题呢？

There’s dust everywhere and I found a hair on the pillow which definitely isn’t mine.

到处都是灰尘，而且我在枕头上发现了一根头发，那绝对不是我的。

I have to say this is unacceptable.

我不得不说这是无法接受的。

If I’m paying this much money, the least I should be able to expect is clean bedding.

我付了这么多钱，至少可以期待干净的床上用品。

I completely agree sir, and once again, I’m very sorry.

我完全同意，先生，再一次表示抱歉。

Here’s what I can do for you: I can offer you a complimentary upgrade to a deluxe room.

我能做的是：可以免费为您升为豪华房。

I’ll also make sure that housekeeping double-check the room before you use it, so that we can

我也确保在您入住前，家政会再仔细检查房间

be sure it’s perfectly clean.

确保它完全干净。

Well, that’s fine, but still, this sort of thing shouldn’t happen.

那很好，但这种事情不应该发生。

You’re right, of course.

当然，是的。

I’ll communicate this issue to our management so we can investigate and find out exactly

我会向我们的管理层报告这个问题， 调查和找出事情

why this happened.

发生的原因。

When can I move rooms?

我什么时候可以换房间？

As soon as you’re ready.

您准备好了就可以。

Just call reception and we’ll send someone to help you with your bags.

打电话到接待处就可以，我们会派人帮您拿行李。

This time, the situation was a little tenser.

这一次，情况有点紧张。

However, you can see some good phrases here to express anger without being rude.

但是，在这里您可以看到一些 如何不粗鲁地表达愤怒的短语。

For example:

例如：

I have to say this is unacceptable. This sort of thing shouldn't happen.

我不得不说这是无法接受的。这种事情不应该发生。

The least I should be able to expect is…

至少我能够期待的是......

These phrases are interesting, because they’re quite formal, but they also express quite

这些短语很有趣，因为它们很正式， 但他们也表达了很

strong emotion.

强烈的情绪。

Normally, formal language is cold-sounding and emotionless, but using phrases like these

通常情况下，正式的语言听起来冷冰冰 且无情，但使用这些短语

shows that you’re really unhappy with the situation.

表明你真的不满。

Now, your problems have all been solved and it’s time to go home again.

现在，您的问题已经解决了，是时候回家了。

What’s the last thing you have to do?

您要做的最后一件事是什么？

Hi, I’d like to check out please.

嗨，我要退房。

Yes of course; how was your stay?

好的; 您住得怎么样？

Very nice, thank you.

很好，谢谢。

Here is a copy of your bill.

这是您帐单的副本。

The room and tax are already paid, so these are just the extras.

房费和税费已经付了，所以这些 是额外费用。

That seems fine, can you put it on my credit card?

这看起来很好，您可以把这些记在我信用上卡吗？

Yes of course, I’ll just do that now…

当然，我现在就这样做...

What extras might you have to pay?

您可能需要支付哪些额外费用呢？

You might have to pay for any drinks or snacks you take from the minibar.

您可能需要支付从迷你吧拿的饮料或零食。

You might also be charged for phone calls, room service, or movies.

您也可能要支付电话费、客房服务或电影。

In the dialogue above, everything was fine.

在上面的对话中，一切进行得都很好。

What if there are things on your bill which you don’t agree with?

如果您不同意账单上的东西，应该怎么办呢？

Hello, can I help you?

您好，需要我帮忙吗？

Hi, I’d like to check out please.

嗨，我要退房。

Certainly…

好的

Here’s your bill.

这是您的账单。

The total seems higher than I expected; what exactly are these additional charges?

总额似乎高出我的预期; 这些额外费用究竟是什么？

Let me have a look. OK, this payment is for the water and snacks

让我看看。这笔是您从迷你吧

you had from the minibar, and it looks like this is a phone call that was made to the

拿的水和零食。这个看起来是打到

United States.

美国的电话。

Right, I see now.

对，我现在明白了。

Yes, that’s fine.

好的。

I’d like to pay cash, if that’s OK?

可以付现金吗？

Yes, no problem.

没问题。

Thank you for staying with us.

谢谢您在这住。

Now, the next time you stay in a hotel and need to use English, you should know what

下一次你住酒店，需要使用英语时， 你应该知道在

to say in any situation!

任何情况下说什么了。

You can find more free English lessons on many different topics on our website.

您可以在我们网站上找到更多不同主题 的免费英语课程。

Check it out: Oxford Online English.com.

查看：Oxford Online English.com。

Thanks for watching!

感谢观看！