В гостинице почти всё решают четыре ситуации: бронь (I’d like to book a double room for three nights), заселение (I have a reservation under the name…), просьбы и жалобы (Could I…? / There’s a problem with…) и выезд со счётом (Could you explain this charge?). Главное правило вежливости простое: просьба начинается с Could I / Could you, а жалоба — с описания проблемы, а не с обвинения. Ниже для каждой ситуации — что говорите вы и что слышите вы, три полных диалога и упражнение.
Слова, без которых не обойтись
| Слово | Значение |
|---|---|
| single room | номер на одного |
| double room | номер с одной большой кроватью |
| twin room | номер с двумя отдельными кроватями |
| en-suite | с собственной ванной в номере |
| shared bathroom | общая ванная на этаже |
| bed and breakfast (B&B) | с завтраком |
| room only | без питания |
| deposit | залог (часто блокируют сумму на карте) |
| city tax / tourist tax | туристический сбор, оплачивается на месте |
| late checkout / early check-in | поздний выезд / раннее заселение |
| key card | ключ-карта |
| front desk / reception | стойка регистрации |
| housekeeping | служба уборки |
| non-refundable | без возврата денег |
Самая частая путаница — double и twin. Если вы едете с коллегой, вам нужен twin room: две кровати. Double — одна большая кровать.
Бронирование: по телефону или письмом
| Вы говорите | Вы слышите |
|---|---|
| I’d like to book a twin room for three nights, from 12 to 15 May. | For how many guests? |
| Two adults. Is breakfast included? | Yes, breakfast is included in this rate. |
| How much is it per night? | It’s 95 euros per night, including taxes. |
| Is it refundable? | You can cancel free of charge up to 48 hours before arrival. |
| Can I pay on arrival? | We need a card to guarantee the booking. |
| Could you send me a confirmation by email? | Of course. Could you spell your surname, please? |
Бронь письмом — три строки: даты, тип номера и число гостей, вопрос.
Subject: Booking request, 12–15 May
Dear Sir or Madam,
I would like to book a twin room for two adults from 12 to 15 May (3 nights).
Could you tell me the price with breakfast and whether free cancellation is possible?
Kind regards,
Dilnoza Rakhimova
Фамилию по телефону почти всегда просят продиктовать по буквам. Потренируйтесь заранее: R for Robert, A for Alpha… или просто R-A-K-H-I-M-O-V-A.
Заселение
| Вы говорите | Вы слышите |
|---|---|
| Hi, I have a reservation under the name Rakhimova. | Could I see your passport, please? |
| Here you are. | I need to take a card for incidentals. |
| What does that include? | It’s a deposit for the minibar and any extras. It will be released after checkout. |
| What time is breakfast? | Breakfast is from 7 to 10 on the ground floor. |
| Is there a lift? | Yes, the lifts are on your right. |
| What’s the Wi-Fi password? | It’s on the back of your key card. |
| Could I check in early? | Your room isn’t ready yet. You can leave your bags with us. |
Incidentals — дополнительные расходы (мини-бар, room service), под которые блокируют сумму на карте. Не бойтесь спросить: How much will you block on my card?
Просьбы и жалобы
Просьба и жалоба строятся одинаково: сначала вежливо описываете ситуацию, потом просите конкретное действие.
Просьбы:
- Could I have two extra pillows, please?
- Could you recommend a good place for dinner nearby?
- Could I get a wake-up call at 6:00?
- Could you keep my luggage after checkout? My flight is at night.
- Is it possible to have a late checkout, until 2 pm?
Жалобы — от мягкой к настойчивой:
- Мягко: Sorry to bother you, but the air conditioning in room 407 doesn’t seem to work.
- Конкретно: The room is very noisy because of the bar downstairs. Could I change rooms?
- Настойчиво: I reported the problem this morning, and it still hasn’t been fixed. I’d like to speak to the manager, please.
- Про деньги: Given the problem, could you offer a discount for tonight?
Спокойный тон и точное описание (номер комнаты, что именно не работает, когда вы сообщили) работают лучше, чем эмоции. Так же строятся жалобы в кафе — см. статью английский в ресторане.
Выезд и счёт
| Вы говорите | Вы слышите |
|---|---|
| I’d like to check out, please. Room 407. | Did you have anything from the minibar? |
| Just two bottles of water. | Here’s your bill. The city tax is paid here. |
| Could you explain this charge? | That’s the laundry service from Tuesday. |
| I didn’t use the laundry service. | Sorry about that, I’ll remove it. |
| Could I have a receipt with the company name? | Of course. What’s the company name? |
| Could you call a taxi to the airport? | Sure, it will be here in ten minutes. |
Диалог 1. Бронь по телефону
Receptionist: Good afternoon, Hotel Bristol. How can I help you?
Guest: Hello. I’d like to book a room for next weekend, from Friday to Sunday.
Receptionist: Certainly. What kind of room would you like?
Guest: A twin room, please. It’s for me and a colleague.
Receptionist: Let me check… Yes, we have a twin room for two nights. It’s 110 euros per night with breakfast.
Guest: Is it possible to cancel if our plans change?
Receptionist: Yes, free cancellation until Wednesday at noon.
Guest: Great, I’ll take it.
Receptionist: Could I have your name, please?
Guest: Timur Nazarov. N-A-Z-A-R-O-V.
Receptionist: Thank you, Mr Nazarov. I’ll email you the confirmation now.
Диалог 2. Номер не готов
Guest: Hi, I have a reservation under the name Yusupova.
Receptionist: Welcome. Let me see… I’m afraid your room isn’t ready yet. Check-in is from 2 pm.
Guest: Oh, I landed early this morning. Is there any chance of an earlier check-in?
Receptionist: Housekeeping is working on it. I think it will be ready by 12. You can leave your bags here and have a coffee in the lobby.
Guest: That’s fine. Could you call me when it’s ready?
Receptionist: Of course. What’s your phone number?
Guest: It’s plus 998 90 123 45 67.
Receptionist: Got it. And here’s the Wi-Fi password.
Диалог 3. Жалоба на шум и ошибка в счёте
Guest: Good morning. I’m in room 312. I’m afraid I didn’t sleep much last night. There was loud music until 2 am.
Receptionist: I’m very sorry about that. There was a wedding in the restaurant.
Guest: I understand, but I have two more nights here. Could I move to a quieter room?
Receptionist: Yes, I can give you a room on the fifth floor, on the other side of the building.
Guest: Thank you. Also, I’m checking my bill in the app and I see a minibar charge. I didn’t use the minibar.
Receptionist: Let me check… You’re right, that’s a mistake. I’ve removed it.
Guest: Thanks for sorting it out so quickly.
Receptionist: You’re welcome. And for the noise, we’d like to offer you free breakfast tomorrow.
Обратите внимание: гость ни разу не повысил тон, но получил и новый номер, и исправленный счёт.
Где русскоязычные ошибаются в отеле
| Ошибка | Правильно | Почему |
|---|---|---|
| I want a number for two. | I’d like a room for two people. | номер в отеле — room, number — это цифры |
| I booked on the name Karimova. | I have a booking under the name Karimova. | устойчивое выражение under the name |
| The conditioner doesn’t work. | The air conditioning doesn’t work. | conditioner — бальзам для волос |
| Give me the key. | Could I have the key, please? | просьба через could |
| How much costs the room? | How much is the room? | вопрос без инверсии с costs |
| I want to make a complaint! Your hotel is terrible! | Sorry, there’s a problem with my room. | сначала факт, потом просьба |
Как долететь и не растеряться на паспортном контроле, разобрано в статье английский в аэропорту. Все главные фразы поездки на одной странице — в статье фразы для путешествий. По-узбекски похожая тема — mehmonxonada inglizcha dialog.
Упражнение: скажите вежливо
- 1. Вам нужен номер с двумя отдельными кроватями.
- 2. Бронь оформлена на фамилию Алиев.
- 3. Попросите дополнительное полотенце.
- 4. Не работает кондиционер в номере 215.
- 5. Попросите поздний выезд до 13:00.
- 6. В счёте лишняя строка. Попросите объяснить.
- 7. Исправьте: I want a number with breakfast.
- 8. Исправьте: How much costs one night?
Ответы
- 1. I’d like a twin room, please. — twin, а не double.
- 2. I have a reservation under the name Aliev.
- 3. Could I have an extra towel, please?
- 4. Sorry to bother you, but the air conditioning in room 215 doesn’t work.
- 5. Is it possible to have a late checkout, until 1 pm?
- 6. Could you explain this charge, please?
- 7. I’d like a room with breakfast. — номер в отеле — room.
- 8. How much is one night? или How much does one night cost?
Отрепетировать заселение голосом
Письмо о брони можно написать не спеша, а у стойки ответ нужен сразу. В BandMate можно разыграть с Bandi звонок в отель или жалобу на шум: он сыграет администратора, иногда ответит неожиданно (I’m afraid we’re fully booked), и вам придётся искать решение на ходу. Начните с диалога 2: прочитайте его за гостя, а потом повторите со своей фамилией и номером телефона.
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