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ARRIVING IN NEW YORK A Sun Tours representative will meet you at JFK Airport to take you to your hotel, which is in the centre of the city. When you check in, you will receive further information about this evening's Getting-to-know-each-other' party at the Manhattan Restaurant. YOUR HOTEL Often called New Yorks 'friendliest hotel, the New York Park hotel has 300 rooms, most of which have a wonderful view over Central Park and the New York skyline. All rooms were completely redecorated in 2001. Ideally located for Broadway Theaters and Fifth Avenue, it's a favourite for many guests who return again and again for the friendly service, excellent rooms and central location. It has one of New York's finest restaurants, the Manhattan, offering superb food. All rooms include private bath, phone, TV and full security services.
a) Read the brochure extract above. Tick () the brochure promises. Promises 1. Somebody will take you to the hotel. 2. There's a party in the evening. 3. Everybody will have a view of Central Park. 4. Its very near Broadway. 5. All the rooms were redecorated recently. 6. The hotel has an excellent restaurant.

b) Listen to Stella and Jack, two British tourists, complaining to Sun Tours about their holiday. Which of the things in a didnt they complain about? What do they ask the travel agent for? Listen again. Complete the sentences. Complaints 1. You___________us that we____________ a wonderful view of Central Park. 2. You___________ that the hotel_____________near Broadway and Fifth Avenue. 3. You____________ that they_________________ 'completely redecorated. 4. The brochure_______________ that it _______________ one of New York's finest restaurants.

A You are a travel agent. B is going to come to you with some complaints about a holiday he/she booked with you. This is the holiday he/she went on. TWO UNFORGETTABLE WEEKS IN THE BAHAMAS Direct flights + transport from airport to hotel. Luxury hotel with swimming pool, gym and disco All rooms have balcony and a sea view Water sports and a trip around the island included in the price Sunshine guaranteed Listen to Bs complaints. Apologize and try to explain why the problem happened. (It wasnt your fault!) Offer B a discount on a future holiday. You cannot offer to refund the price of the holiday. You begin the conversation: Hello. Did you have a good holiday? Im terribly sorry. It wasnt my fault. I can explain.

B You booked this holiday at your local travel agents: TWO UNFORGETTABLE WEEKS IN THE BAHAMAS Direct flights + transport from airport to hotel. Luxury hotel with swimming pool, gym and disco All rooms have balcony and a sea view Water sports and a trip around the island included in the price Sunshine guaranteed You have just come back. The holiday was a disaster, for the following reasons: 1. Nobody met you at the airport. 2. The hotel was quite old and not very clean. 3. Your room didnt have a sea view. 4. You had to pay for the water sports. 5. The weather was terrible. A is a travel agent who sold you the holiday. Complain to him/her. You want a complete refund of the price of the holiday. The information in your brochure wasnt true. You told me that., but You said that. But

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