Have you ever arrived somewhere and found out there was no record of your reservation? What would you do first?, How important is it to receive a confirmation by email or text after booking a hotel room, flat or service?, What should a hotel do if they lose someone’s booking?, Would you accept “I’m afraid there’s nothing I can do” as an answer from hotel staff? Why / why not?, Have you ever complained about a room, hotel, flat or service? What was the problem?, What room problems are serious enough to ask for a refund?, What would annoy you more in a hotel room: no heating, no air conditioning, bad Wi-Fi, noise, or dirty facilities?, In the second dialogue, the guest says the room is freezing. How should the hotel respond?, Do you think hotels sometimes ignore complaints until many guests complain?, What does good customer service sound like when a customer is angry?, What phrases can make a complaint sound polite but still firm?, Have you ever stayed somewhere where the heating or air conditioning was controlled centrally? Was it convenient?, Is it better when guests can control the temperature in their own room?, In what situations might a customer exaggerate a problem?, In what situations might hotel staff or landlords try to avoid responsibility?, Should guests always get their deposit back when they leave rented accommodation?, What kinds of damage should be taken from a deposit?, Is using Blu Tack on the wall serious damage, or just normal use of the property?, What do you think counts as general wear and tear in a rented flat?, Should tenants pay for repainting if there are small marks on the walls?, Have you ever had a disagreement about money after renting something?, What would you do if a landlord wanted to keep your whole deposit?, Why do people often feel nervous when discussing money, rent or deposits?, What makes a flat or house unhealthy to live in?, How dangerous can damp walls, leaking roofs or mould be?, Who should pay for repairs if the roof is leaking: the landlord or the tenant?, What should tenants do if they report a problem but the landlord keeps putting it off?, How can someone prove that they reported a problem earlier?, Have you ever been left out of pocket because of someone else’s mistake?, Which is more stressful: problems with hotels during a holiday or problems with landlords at home?, What would you say to complain politely about a room that is too cold?, What would you say to challenge a landlord who refuses to return your deposit?, What would you say if someone accused you of damaging something you did not damage?, Do you think customers are usually treated fairly when they complain?, What is the best way to stay calm during a difficult conversation with staff, landlords or service providers?

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