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补充：上一期 “前厅英语 | 提前办理入住” 的音频及练习答案的链接：https://www.hotelenglish.cn/hotelenglish/7552.html
或识别二维码：
前厅英语 | 取消预订 Cancel Reservation
1. 基础词汇
- cancel 取消
- cancellation policy 取消政策
- cancellation fee 取消费用
- cancellation confirmation 取消确认
- cancellation number 取消号码
- reservation 预订
- confirm 确认
- refund 退款
- charge 收费
- penalty 罚款
- deposit 定金
- credit card 信用卡
- apologize 道歉
- reason 原因
- regret 遗憾
- inconvenience 不便
- availability 空房情况
- rebook 重新预订
- postpone 推迟
- cancel for free 免费取消
2. 关键句型
(1) I’m sorry to hear that you have to cancel your reservation.
这是一种表示同情和遗憾的句型，用于客人提出取消预订时，服务员的第一句回应。这句话可以表达服务员的关心和理解，缓和客人的情绪，也可以为后续的收取取消费用或提供其他选择做铺垫。
例句：
- A: I’m afraid I have to cancel my reservation for tonight. I have a family emergency and I can’t make it.
- B: I’m sorry to hear that you have to cancel your reservation. May I have your name and confirmation number, please?
- A: 我恐怕要取消我今晚的预订。我有一个家庭紧急事情，我去不了了。
- B: 很抱歉听到您要取消您的预订。请问您的姓名和确认号是什么？
(2) According to our cancellation policy, …
这是一种说明取消政策的句型，用于服务员向客人解释取消预订可能产生的后果或费用。这句话可以让客人清楚地了解酒店的规定，也可以避免客人对收费产生误解或不满。
例句：
- A: I’d like to cancel my reservation for next week. I’ve changed my travel plans.
- B: According to our cancellation policy, you need to cancel at least 72 hours before your arrival date, otherwise you will be charged a one-night penalty.
- A: 我想取消我下周的预订。我改变了我的旅行计划。
- B: 根据我们的取消政策，您需要在到达日期前至少72小时取消，否则您将被收取一晚的罚款。
(3) Would you like to rebook for another date?
这是一种提供重新预订的句型，用于服务员在客人取消预订时，向客人推荐其他可选的日期或房型。这句话可以表达服务员的热情和帮助，也可以增加酒店的收入和客户忠诚度。
例句：
- A: I need to cancel my reservation for this weekend. I’m not feeling well and I don’t think I can travel.
- B: Would you like to rebook for another date? We have availability next month and we can offer you a special rate.
- A: 我需要取消我这个周末的预订。我身体不舒服，我觉得我不能旅行。
- B: 您想要重新预订其他日期吗？我们下个月有空房，我们可以给您一个特别价格。
(4) We will refund your deposit within …
这是一种承诺退款的句型，用于服务员在客人符合免费取消条件时，向客人保证会退还定金或信用卡授权。这句话可以让客人放心地取消预订，也可以增加酒店的信誉和口碑。
例句：
- A: I have to cancel my reservation for tomorrow. I’m sorry for the inconvenience.
- B: No problem, sir. We will refund your deposit within 24 hours. Thank you for choosing our hotel.
- A: 我必须取消我明天的预订。很抱歉给您带来不便。
- B: 没关系，先生。我们会在24小时内退还您的定金。感谢您选择我们的酒店。
(5) Please keep this cancellation number for your reference.
这是一种提供取消号码的句型，用于服务员在客人成功取消预订后，向客人提供一个取消确认的凭证。这句话可以让客人有一个记录，也可以避免以后出现任何纠纷或误会。
例句：
- A: I’d like to cancel my reservation for next Friday. My name is John Smith and my confirmation number is 123456.
- B: OK, Mr. Smith. I have cancelled your reservation. Your cancellation number is 7890. Please keep this cancellation number for your reference.
- A: 我想取消我下周五的预订。我的名字是约翰·史密斯，我的确认号是123456。
- B: 好的，史密斯先生。我已经取消了您的预订。您的取消号码是7890。请保留这个取消号码作为您的参考。
(6) Is there any reason for your cancellation?
这是一种询问取消原因的句型，用于服务员在客人取消预订时，向客人了解他们取消的动机或困难。这句话可以让客人感觉到服务员的关心和尊重，也可以帮助服务员分析客人的需求和满意度，以便提供更好的服务或改进。
例句：
- A: I want to cancel my reservation for next Monday. I don’t need it anymore.
- B: Is there any reason for your cancellation? We value your feedback and we want to make sure you are satisfied with our service.
- A: 我想取消我下周一的预订。我不再需要它了。
- B: 您取消的原因是什么？我们重视您的反馈，我们想确保您对我们的服务满意。
(7) We apologize for any inconvenience caused by this cancellation.
这是一种道歉的句型，用于服务员在酒店因故取消客人的预订时，向客人表达歉意和遗憾。这句话可以让客人感觉到服务员的诚恳和责任，也可以减轻客人的不满或失望。
例句：
- A: I’m calling to confirm my reservation for tomorrow. My name is Lisa Brown and my confirmation number is 456789.
- B: I’m sorry, Ms. Brown. We have to cancel your reservation due to an unexpected maintenance issue in your room. We apologize for any inconvenience caused by this cancellation.
- A: 我打电话来确认我明天的预订。我的名字是丽莎·布朗，我的确认号是456789。
- B: 很抱歉，布朗女士。由于您房间出现了一个意外的维修问题，我们不得不取消您的预订。我们为这次取消给您造成的不便表示歉意。
(8) Thank you for your understanding and cooperation.
这是一种感谢的句型，用于服务员在处理客人取消预订时，向客人表示感激和赞赏。这句话可以让客人感觉到服务员的友好和尊重，也可以增加客人对酒店的好感和信任。
例句：
- A: I understand that you have to charge me a cancellation fee. It’s my fault that I didn’t read the cancellation policy carefully.
- B: Thank you for your understanding and cooperation. We appreciate your business and we hope to see you again in the future.
- A: 我理解你们必须收取我取消费用。这是我的错，我没有仔细阅读取消政策。
- B: 感谢您的理解和合作。我们感谢您的惠顾，我们希望将来再次见到您。
3. 情景对话
R: Receptionist | G: Guest
G: Hello, I’m calling to cancel my reservation.
R: Hello, this is the reservation department. How may I help you?
G: I have a reservation for next Wednesday, but I have to cancel it due to some personal reasons.
R: I’m sorry to hear that you have to cancel your reservation. May I have your name and confirmation number, please?
G: My name is Alice Chen and my confirmation number is 123456.
R: OK, Ms. Chen. I have found your reservation. You booked a deluxe room for two nights with breakfast included.
G: Yes, that’s right.
R: According to our cancellation policy, you need to cancel at least 48 hours before your arrival date, otherwise you will be charged a one-night penalty.
G: Oh, I see. Well, I guess I have no choice then. Please cancel my reservation and charge me the penalty.
R: OK, Ms. Chen. I have cancelled your reservation. Your cancellation number is 7890. Please keep this cancellation number for your reference. We will charge your credit card for the penalty and send you a receipt by email.
G: Thank you for your assistance. I’m sorry for the inconvenience.
R: No problem, Ms. Chen. We apologize for any inconvenience caused by this cancellation. We hope you can visit us again in the future.
G: Thank you for your understanding and cooperation. Goodbye.
R: Goodbye, Ms. Chen. Have a nice day.
4. 课堂练习
(1) A: I’m sorry, sir. We have to __ your reservation due to a fire in the hotel.
B: What? That’s terrible! How did that happen?
- 作者:Miro
- 链接:http://miro.cx/article/2aa4b0d4-ee78-818b-89ba-d87532d8b4b0
- 声明:本文采用 CC BY-NC-SA 4.0 许可协议，转载请注明出处。
