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Role-play

Hotel Reception Role Play (A2–B1)

A booking mix-up, a noisy room and a very early departure.

Age
Ages 13+
Level
A2–B1
Skill
Speaking
Format
Teacher guide
More in the library

The situation

The reception desk of a small hotel in York, late in the evening. A tired guest has just arrived.

5-minute timer

Role card A

Guest

You are arriving at your hotel at 11 pm after a long journey.

Your goals

  • Check in to your room.
  • Make sure your room is quiet — you're a light sleeper.
  • Ask about breakfast.

Only you know

  • You booked a double room for two nights (Friday and Saturday), and you have the confirmation email on your phone.
  • You're leaving at 6 am on Sunday, before breakfast starts.

Role card B

Receptionist

You are working the late shift on the hotel reception desk.

Your goals

  • Find the booking and check the guest's ID.
  • Explain breakfast times (7–10 am, ground floor) and the wifi.
  • Help with any problems.

Only you know

  • Your computer shows the booking for one night only. The room you've prepared, 104, is next to the lift, but 310 on the top floor is free and quiet.
  • Guests who leave before breakfast can ask for a free packed breakfast the night before.

Model dialogue

One good version. Read it after the pairs have tried, not before.

Show the model dialogue
A
Good evening. I've got a reservation under the name Okafor.
B
Good evening, and welcome. Could I see some ID, please?
A
Here you are. It's a double room for two nights.
B
Thanks. Hmm, I'm afraid I can only see one night here. Have you got your confirmation?
A
Yes, I've got the email on my phone. Look — Friday and Saturday.
B
You're right, sorry about that. I've changed it now. You're in room 104.
A
Thanks. Is it a quiet room? I'm a light sleeper.
B
It's next to the lift, actually. I can give you 310 on the top floor instead — it's much quieter.
A
That would be great. And what time is breakfast?
B
It's from seven till ten in the restaurant on the ground floor.
A
Oh, I'm leaving at six on Sunday. Is there anything you can do?
B
No problem — we can make you a packed breakfast. Just let us know the night before.
A
Perfect, thank you so much.
B
You're welcome. Here's your key card. The wifi password is on the back.

Extension for stronger students

The hotel is now full on Saturday because of the booking mistake: B has to apologise and offer a solution at a partner hotel nearby, while A negotiates for a taxi or a discount.

Printable role cards

Card A and card B on one page, with a cut line between them, plus the phrases.