English for Hotel Front Desk: Check-in/Check-out Scripts

Receptionist: "Good evening, sir/madam. Welcome to Hotel Sunrise Grand. How may I help you?"

Guest: "I have a reservation. My name is Amit Sharma."

Receptionist: "Welcome, Mr. Sharma. Let me pull up your booking... Yes, I can see your reservation. You have booked a Deluxe Room for 3 nights, checking out on the 26th. Is that correct?"

Guest: "Yes, that is right."

Receptionist: "Wonderful. May I have your ID proof, please? An Aadhaar card or passport will work."

Guest: "Here is my Aadhaar card."

Receptionist: "Thank you. I will just need a minute to complete the formalities... Your room number is 405, on the 4th floor. Here is your key card. Breakfast is served from 7 to 10 AM in the restaurant on the ground floor. The Wi-Fi password is on the card inside the key folder. Is there anything else I can help you with?"

Guest: "No, that is all. Thank you."

Receptionist: "You are welcome, Mr. Sharma. The bellboy will help you with your luggage. I hope you have a pleasant stay."

Receptionist: "Good afternoon, sir/madam. Welcome to Hotel Sunrise Grand. Do you have a reservation?"

Guest: "No, I do not. Do you have any rooms available?"

Receptionist: "Let me check for you... Yes, we have a Standard Room available at INR 2,500 per night and a Deluxe Room at INR 3,500 per night. Both rates include breakfast and are plus GST. Which would you prefer?"

Guest: "I will take the Standard Room."

Receptionist: "Certainly. How many nights will you be staying?"

Guest: "Two nights."

Receptionist: "Perfect. May I have your ID proof and a contact number, please? I will also need an advance payment of one night's tariff."

Guest: "I know check-in is at 2 PM, but we arrived early. Is our room ready?"

Receptionist: "Let me check for you, Mr. Sharma... I am sorry, the room is still being prepared. It should be ready by 1 PM. In the meantime, you are welcome to leave your luggage with us and relax in our lobby or restaurant. We also have complimentary tea and coffee."

Receptionist (if room is ready): "Good news! Your room is ready. I can check you in right now. There is no extra charge for early check-in today."

Guest (calling): "Hello, this is Room 405. Could I get an extra pillow and a blanket?"

Receptionist: "Of course, sir. I will send them to your room in 10 minutes. Is there anything else you need?"

Guest: "Also, the minibar is empty. Can you get it refilled?"

Receptionist: "Absolutely. I will send someone from housekeeping to restock it within 15 minutes."

Guest: "Can I order some food to my room?"

Receptionist: "Yes, sir. You will find the room service menu in the folder on your desk. You can also call our kitchen directly at extension 3. Would you like me to transfer your call?"

Guest: "Can you just send up two cups of tea and some sandwiches?"

Receptionist: "Sure. Two cups of tea and sandwiches for Room 405. That will be delivered in about 20 minutes. The charges will be added to your room bill."

Guest: "The TV in my room is not working."

Receptionist: "I apologise for the inconvenience, sir/madam. I will send our maintenance team to your room right away. They should be there within 10 minutes. If the issue cannot be fixed quickly, I will arrange a room change for you."

Guest: "The room next to mine is very noisy. People are partying. I cannot sleep."

Receptionist: "I am very sorry about that, sir/madam. I will send someone to speak with the guests immediately. If the noise continues, I can move you to a quieter room on a different floor. Would you like me to arrange that?"

Guest: "Yes, please move me."

Receptionist: "Certainly. I have a room on the 6th floor that is quiet and available. I will send the bellboy to help you move. Again, I sincerely apologise for this."

Guest: "My room has not been cleaned today. The towels are dirty and the bed is not made."

Receptionist: "I sincerely apologise, sir/madam. This should not have happened. I will send housekeeping to your room immediately. It will be cleaned within 20 minutes. As a gesture of apology, I would like to offer you a complimentary meal at our restaurant. Would that be acceptable?"

Guest: "There is no hot water in my bathroom."

Receptionist: "I apologise for this, sir/madam. Let me send maintenance to check it immediately. In the meantime, if you need hot water urgently, I can arrange for it to be brought to your room. The issue should be fixed within 15 minutes."

Guest: "Hi, I would like to check out. Room 405."

Receptionist: "Good morning, Mr. Sharma. I hope you had a pleasant stay. Let me prepare your bill... Here is your final bill. The room charge is INR 10,500 for 3 nights. The room service charges come to INR 1,200. GST at 12% is INR 1,404. The total is INR 13,104."

Guest: "Can I pay by card?"

Receptionist: "Of course, sir. We accept all major cards and UPI as well. Here is the card machine."

Guest: "Done."

Receptionist: "Thank you, Mr. Sharma. Here is your receipt. Would you like me to arrange a cab for you?"

Guest: "Yes, please. To the airport."

Receptionist: "I will book one immediately. It should be here in 10 minutes. Thank you for staying with us at Hotel Sunrise Grand. We hope to welcome you again soon."

Guest: "My flight is at 6 PM. Can I check out at 3 PM instead of 12?"

Receptionist: "Let me check availability... Yes, we can extend your check-out to 3 PM. There will be a late check-out charge of INR 500. Would that be okay?"

Receptionist (if not possible): "I am sorry, sir. The room is booked for the next guest. However, you are welcome to use our luggage room and lobby until your departure. We also have a day-use lounge if you would like to freshen up before leaving."

Guest: "I did not order room service on Day 2. This charge of INR 800 is wrong."

Receptionist: "I am sorry about that, sir. Let me check with the kitchen... You are right, Mr. Sharma. That charge was added to the wrong room. I will remove it immediately. Your revised total is INR 12,304. I apologise for the error."

Receptionist: "Good morning, thank you for calling Hotel Sunrise Grand. This is Meena speaking. How may I help you?"

Caller: "I would like to book a room for next weekend."

Receptionist: "Certainly, sir/madam. May I have the check-in and check-out dates, please?"

Caller: "Check-in on Friday the 25th, check-out on Sunday the 27th."

Receptionist: "Let me check availability for those dates... We have Standard Rooms at INR 2,500 and Deluxe Rooms at INR 3,500 per night, plus GST. Both include breakfast. How many guests will be staying?"

Caller: "Two adults and one child. We will take the Deluxe Room."

Receptionist: "Perfect. A Deluxe Room for 2 nights, 2 adults and 1 child. Check-in on Friday the 25th and check-out on Sunday the 27th. The total comes to INR 7,840 including GST. May I have your full name, phone number, and email address to confirm the booking?"

Caller: "Rakesh Patel, 98765-43210, rakesh@email.com."

Receptionist: "Thank you, Mr. Patel. Your booking is confirmed. You will receive a confirmation email shortly. Check-in time is 2 PM. Is there anything else I can help you with?"

Caller: "I need to cancel my reservation. The booking ID is SR-2456."

Receptionist: "Let me pull up your booking, Mr. Patel... I can see your reservation. Our cancellation policy allows free cancellation up to 24 hours before check-in. Since your check-in is on Friday and today is Wednesday, there will be no cancellation charge. Shall I go ahead and cancel?"

Caller: "Actually, can I just change the dates to next month instead?"

Receptionist: "Of course. What dates would you prefer?... Let me check... Yes, those dates are available. I have updated your booking. You will receive a new confirmation email. Is there anything else?"

Caller: "I need to book 5 rooms for a corporate event."

Receptionist: "Thank you for considering us for your event, sir/madam. For group bookings of 5 or more rooms, we offer a special corporate rate. May I transfer you to our reservations manager who can give you the best package? Or I can take down your details and have them call you back."