Hotel English - Using Travel English at Hotels

Hi, my name is Olivier.

嗨，我是Olivier。

Welcome to Oxford Online English.

歡迎來到Oxford Online English。

Do you travel abroad, for work or for pleasure?

您出國旅行嗎，是工作還是休閒呢？

If so, do you normally stay in hotels?

如果出國旅行，您通常住酒店嗎？

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

您是否習慣用英文預訂房間、入住或退房，或處理任何

problems you have during your stay?

在住宿期間遇到的問題呢？

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

在本節課裡，您可以學習在酒店常見情形下怎樣用英文講。

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

如果您在酒店工作，它也可以幫助您。

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

想像一下，您在國外旅行，您要安排酒店。

What's the first thing you need to do?

您要做的第一件事是什麼？

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

如今，您經常會在線上預訂酒店房間，但有時也可能要

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

通過電話來預訂，甚至面對面預訂。

Let’s see how you can do this:

我們看看如何做到這一點：

Hi, I’d like to make a reservation.

嗨，我想訂房。

Yes, of course.

好的。

When would you like to check in?

您想什麼時候入住？

On the 3rd of November.

11月3日。

And how many nights would that be for?

住幾晚？

For three nights.

三個晚上。

And what kind of room were you looking for?

您想要什麼樣的房間？

A double room.

一個雙人床房間。

It’s for my husband and me.

我和我先生一起住。

Ok.

好的。

We do have one double room available for those dates.

那些日期我們確實有一個雙人床房間。

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

每晚80美元，所以三晚240美元。

Yes, that’s fine.

好的，可以。

Great.

好的。

Can I take your name?

能告訴我怎麼稱呼您呢？

Yes, it’s Sarah Banks

可以，Sarah Banks。

Thank you, Ms. Banks.

謝謝，Banks女士。

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

我可以用信用卡來幫您預訂嗎？

Yes of course, here you are.

當然可以，給您。

Okay Ms. Banks, that’s all finished.

好吧，Banks女士，都用好了。

Is there anything else I can help you with?

還有什麼可以幫您嗎？

Yes, could I have a confirmation emailed to me?

有的，可以發確認訊息到我的郵箱嗎？

Yes of course, what’s the email?

當然可以，郵箱地址是什麼？

It’s s dot banks at gmail dot com.

是[email protected]。

Okay, I’ll send that over to you now.

好的，我現在發給您。

Excellent, thank you very much.

太好了，非常感謝。

You’re welcome.

不客氣。

We look forward to seeing you.

期待您的光臨。

Thank you, goodbye

謝謝，再見！

Goodbye.

再見。

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

我們看看這一節裡的一些關鍵短語和字彙。

You can start the conversation by saying something like:

您可以這樣開始對話：

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

我想預訂11月3日的房間，住三晚。

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

好的，您可以依據您的情形變換，像這樣：

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

我想預訂5月20日的房間，一晚。

The receptionist might ask you:

前台客服可能會問您：

What kind of room are you looking for?

您要什麼樣的房間？

What could you say here?

這裡您能說什麼？

You could ask for a single or a double room.

您可以要求一個單人床房間或雙人床房間。

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，您可能會要求一個有2張床

beds.

的雙人房。

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

您也可以要一個住三個人的三人間，或者一個家庭間，可能會

have four or even more beds.

有四張甚至更多床位。

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

最後，如果您需要很多空間， 您可以要套房。

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

一間套房就像一間公寓，有一個起居室， 可能有廚房，一個或多個

bedrooms.

臥室。

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

您剛剛聽到的對話很容易 - 沒有任何問題或意外 - 但如果

the hotel is full on the dates you want?

在您預訂的日期酒店滿了，怎麼辦？

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

我想預訂5月20日的房間，一個晚上。

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

很好，先生，您需要什麼樣的房間？

I’d like a triple room, please.

我想要一個三人間。

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

我很抱歉，先生，在那天沒有三人間。

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

那時是假期，我們這幾乎滿客了。

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

我可以提供您一個有四張床的家庭間。

Would that work for you?

這樣可以嗎？

That could work…

可以...

How much is it?

多少錢？

It’s $195.

195美元。

Ah, I see.

啊，我知道了。

That’s more expensive than the triple.

這比三人間的更貴。

Is there any way you could offer a discount?

有什麼辦法可以拿到折扣嗎？

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

很抱歉，先生，正如我之前所說的， 那時是假期，我們預期那時會

busy at that time.

很忙。

I see…

了解…

Alright, then.

那好吧。

I’ll take it.

我預訂這間。

That’s fine.

好的。

Can I take your name for the reservation?

我可以記下預訂人的名字是您的嗎？

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

這一次，對話沒有很順利。

The receptionist said:

客服說：

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

那些日期我們的三人間已經預訂滿了。

The receptionist also gave a reason.

客服也給了一個理由。

Do you remember what it was?

您還記得是什麼理由嗎？

She said:

她說：

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

那時是假期，我們幾乎預訂滿了。

Fully booked means that every room has already been reserved.

預訂滿了的意思是每個房間都已經被預訂了。

You might also hear something like:

您也可能會聽到雷士的說法：

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

恐怕那些日期我們沒有空房。

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

幸運的是，這一次您可以拿到一間房， ，即使它

were hoping for.

比您希望的貴。

What’s the next step?

下一步是什麼？

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

您到達酒店，到前台辦理入住手續。

Do you know what you should say here?

您知道在這裡您應該說什麼嗎？

Let’s look together!

我們一起來看下！

Hello, welcome to The Palm Hotel

您好，歡迎來到棕櫚酒店！

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

您好，我預訂了房間；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?

您訂了一個雙人床的房間三晚，是嗎？

Yes, that’s right.

恩，是的。

How many keys would you like?

您想要幾把鑰匙？

Two, please.

請給我兩把。

Okay, here you are.

好的，給您。

Enjoy your stay, Ms. Banks.

Banks女士，祝您住的愉快！

Thank you.

感謝。

OK. That seemed easy.

好。這看上去很簡單。

And usually, it should be.

通常，它就是這樣的。

But perhaps there’s a problem.

但也許會遇到問題。

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

我們來看一個不順的案例。

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

您好，歡迎來到棕櫚酒店。 您好，我有預訂。

What name was it under?

用誰的名字預訂的？

Sarah Banks.

Sarah Banks。

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

很抱歉，沒有這個名字的預訂。

How did you make the booking?

您是怎麼預訂的？

I did it on the phone.

電話預訂的。

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

我這裡有一個確認訊息，有用嗎？

Yes, please.

請拿來看下。

OK, yes, now I see the reservation.

好的，是的，現在我看到預訂了。

I think there was a problem with the spelling.

我想剛剛拼寫錯了。

I do apologize.

我很抱歉。

It’s no problem.

沒事。

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

現在，您已經辦理了入住登記， 準備享受您在這停留的時間。

What next?

接下來會是怎樣呢？

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

您可能要回到前台安排額外的服務，或詢問

hotel’s facilities.

酒店設施。

Let’s look at our first dialogue:

我們看看第一個對話：

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

還有什麼可以幫助您，Banks女士？

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

是的，如果可以， 我想明天有個叫醒服務。

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

當然，您想我們幾點叫醒您？

7.30 please, actually… better make it 7.

7.30，實際上...最好7點。

Okay, no problem.

好的，沒問題。

I’ll make a note of that.

我會記下來。

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

另外，星期三早上我要去機場。

Do you offer a shuttle service?

你們提供班車服務嗎？

Yes, we do.

是的，我們提供。

What time's your flight?

您的航班幾點？

It’s at 10.30am.

早上10點30分。

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

好的，每小時我們都有去機場的班車， 我想您可以搭早上8點的班車。

Perfect, thank you.

太好了，感謝。

The guest asked for two different things.

客人問了兩件不同的事情。

Do you remember what they were?

您還記得是什麼嗎？

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

她問了叫醒服務和機場班車。

A shuttle is a bus which drives between two places.

班車是往返於兩個地方的巴士。

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

許多酒店提供機場班車， 往返於機場和酒店。

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

我們來看看這個對話中的一些禮貌用語。

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

問叫醒服務，我說：

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

如果可能，我希望明天有叫醒服務。

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

在句子結尾加上“如果可能”沒必要， 但它聽起來更

respectful and polite.

尊重人和更禮貌。

To ask about the airport shuttle, I said:

關於機場班車的問題，我說：

Do you offer a shuttle service?

你們提供班車服務嗎？

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

您可以用這個問題來詢問其他酒店設施。

For example:

例如：

Do you offer 24-hour room service?

你們提供24小時客房服務嗎？

Do you offer a dry-cleaning service?

你們提供乾洗服務嗎？

Do you offer conferencing facilities?

你們會提供會議設施嗎？

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

您能想到其他要詢問的東西嗎？

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

我們看看問酒店設施的更多方式：

Hello, how can I help you?

您好，有什麼可以幫您？

Yes, hello.

您好。

I need some restaurant recommendations.

我需要一些餐廳推薦。

Okay, no problem.

好的，沒問題。

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

我們大堂另一邊的禮賓服務可以推薦 好的餐廳，並幫您

to make reservations.

預訂。

Thank you.

感謝。

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

另外，我想問：你們有什麼健身設施嗎？

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

我們有一個完整的健身房和小型游泳池， 游泳池就在這條走廊的正下方。

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

游泳池還配有桑拿房和蒸汽房。

Wonderful!

太好了！

Thanks for your help.

感謝您的幫助。

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

噢，其實，還有最後一件事：酒店WiFi密碼是什麼？

It’s Palmbeachhotel.

是Palmbeachhotel。

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

這個字彙的開頭第一個字母大寫P。

And that works everywhere in the hotel?

酒店裡的每個地方都可以用嗎？

Yes, it does.

是的。

Thank you very much.

非常感謝您。

You’re welcome.

別客氣。

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

我們來看看這段對話裡 一些有用的表述。

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

在酒店工作的禮賓，可以幫客人在當地安排事務。

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

例如，一個好的禮賓可以幫您預訂 劇院門票，找到鎮上最好的泰國

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

餐廳，或組織城市觀光之旅。

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

這個短語：“我想問” 是禮貌地提出 一個問題的方法。

You can use it in many ways.

您可以在很多方面這樣表述。

For example:

例如：

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

我想問：可以晚一個小時退房嗎？

I wanted to ask: what time is breakfast?

我想問：早餐是幾點？

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

好的，到這裡，您已經入住了， 感覺很舒服。

But what if something goes wrong?

但如果出了問題，要怎樣處理？

Hello, do you need any help?

您好，您需要什麼幫助？

Yes, I have a few problems with my room.

是的，我的房間有幾個問題。

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

好吧，我很遺憾聽到這個消息， 是什麼問題呢？

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

那麼，首先暖氣有問題。

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

非常熱，我也不能把溫度調降溫度。

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

好的，我會派人去看看。

Was there anything else?

還有別的問題嗎？

Yes, actually.

是的。

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

我不確定這個是不是正常的， 但我的鑰匙總是開不了門。

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

有時我必須試五六次才可以打開。

Am I doing something wrong?

我哪裡做的不正確？

I’m sure you aren’t, madam!

我確定您沒有，夫人！

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

有時，老的鑰匙卡不是很好用。

Let me make you a new key right now.

現在我給您一個新的鑰匙。

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

那太好了，非常感謝您。

You’re very welcome.

不客氣。

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

如果您在入住期間，遇到問題， 這裡有個好的短語可以用：

There’s an issue with…

There’s an issue with......

For example:

例如：

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

浴室的水槽有問題。

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

您可以想出表述這個問題的其他方式嗎？

You could say something like:

您可以這樣說：

Something’s wrong with the sink in the bathroom.

浴室的水槽有問題。

I think there’s a problem with the sink.

我認為水槽有問題。

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

接下來，我們再看一個事情不順利的例子。

Yes, can I help you with something?

是的，有什麼可以幫您嗎？

I’d like to make a complaint.

我要投訴。

My room hasn’t been cleaned properly.

我的房間沒有打掃乾淨。

I’m very sorry about that, sir.

先生，我很抱歉。

What exactly is wrong?

到底是什麼問題呢？

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

到處都是灰塵，而且我在枕頭上發現 了一根頭髮，那絕對不是我的。

I have to say this is unacceptable.

我不得不說這是無法接受的。

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

如果我付了很多錢，至少能期望有乾淨的寢具。

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

我完全同意，先生，再一次抱歉。

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

我能做的是：可以免費為您升等到豪華房。

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

我也會確保在您入住之前，房間清理員會再仔細檢查房間。

be sure it’s perfectly clean.

確保他完全是乾淨的。

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

那很好，但這種事情不應該發生。

You’re right, of course.

當然，是的。

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

我會向我們的管理層報告這個問題， 調查並找出事情

why this happened.

發生的原因。

When can I move rooms?

我什麼時候可以換房？

As soon as you’re ready.

您準備好了就可以。

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

打電話到前台，我們會派人幫您拿行李。

This time, the situation was a little tenser.

這一次，情形有點緊張。

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

但是，在這裡您可以看到一些 如何不粗魯地表達憤怒的短語。

For example:

例如：

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

我不得不說這是無法接受的。這種事情不應該發生。

The least I should be able to expect is…

至少我可以期望......

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

這些短語很有趣，因為他們很正式， 但他們也表達了很

strong emotion.

強烈的情緒。

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

一般來說，正式的語言聽起來冷冰冰 且沒感覺，但用這些短語

shows that you’re really unhappy with the situation.

表達出您真的不滿意。

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

現在，您的問題已經解決了，是時候回家了。

What’s the last thing you have to do?

您要做的最後一件事是什麼？

Hi, I’d like to check out please.

嗨，我要退房。

Yes of course; how was your stay?

好的，您住得怎樣？

Very nice, thank you.

很好，謝謝。

Here is a copy of your bill.

這是您帳單的副本。

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

房費和稅已經付了，所以這些 是額外費用。

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

這看起來很好，您可以把這些記在我的信用卡上嗎？

Yes of course, I’ll just do that now…

當然，我現在就這樣做...

What extras might you have to pay?

您可能要付哪些費用呢？

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

您可能要付從迷你酒吧拿的飲料和零食。

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

您也可能要付電話費、客房服務費和電影費用。

In the dialogue above, everything was fine.

在上面的對話裡，所有都很好。

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

如果您不同意帳單上的東西，應該怎麼辦？

Hello, can I help you?

您好，需要我幫忙嗎？

Hi, I’d like to check out please.

嗨，我要退房。

Certainly…

好的。

Here’s your bill.

這是您的帳單。

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

總額好像高出我的預期;這些額外費用是什麼？

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

我看看。這筆是您從迷你酒吧

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。這個看上去是打到

United States.

美國的電話。

Right, I see now.

沒錯，我現在明白了。

Yes, that’s fine.

好的。

I’d like to pay cash, if that’s OK?

可以付現金嗎？

Yes, no problem.

沒問題。

Thank you for staying with us.

感謝您在這停留。

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

下一次您住酒店，需要用英語時， 您應該知道在

to say in any situation!

任何情況下說什麼了。

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

您可以在我們的網站上找打更多不同主題 的免費英語課程。

Check it out: Oxford Online English.com.

訪問：Oxford Online English.com。

Thanks for watching!

感謝觀看！