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前厅英语 | 取消预订

补充:上一期 “前厅英语 | 提前办理入住” 音频及练习答案的链接:https://www.hotelenglish.cn/hotelenglish/7552.html

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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?
  • A. confirm
  • B. cancel
  • C. rebook
  • D. postpone
  • 答案:B
(2) A: Hello, this is the front desk. I’m calling to __ your reservation for tomorrow.
B: Yes, thank you. My name is David Lee and my confirmation number is 987654.
  • A. cancel
  • B. charge
  • C. confirm
  • D. refund
  • 答案:C
(3) A: I’d like to cancel my reservation for next Saturday. I have a change of plans.
B: OK, let me check your reservation details. __ is your name and confirmation number?
  • A. What
  • B. How
  • C. When
  • D. Where
  • 答案:A
(4) A: I need to cancel my reservation for this Friday. I’m sorry for the inconvenience.
B: No problem, ma’am. We will __ your deposit within 24 hours.
  • A. refund
  • B. charge
  • C. keep
  • D. deduct
  • 答案:A
(5) A: I want to cancel my reservation for next month. I found a cheaper hotel nearby.
B: I’m sorry to hear that, sir. __ our cancellation policy, you will be charged a 50% penalty if you cancel now.
  • A. According to
  • B. Despite
  • C. Because of
  • D. Regardless of
  • 答案:A

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