Every line has a ▶ button — tap it to hear that line spoken, one word at a time.
Ethan: Hi there, welcome! Checking in?
checking in — registering at the desk and getting your key · checking out = leaving and paying
Mia: Yes. I have a reservation under Mia.
a reservation under… — booked in this name · say the name you booked with
Ethan: Let me pull that up. Three nights, one king bed, non-smoking?
Mia: That's right.
Ethan: Great. I just need a photo ID and a credit card for incidentals.
incidentals — extra charges during your stay: room service, parking, the minibar
Mia: Here you go. What are incidentals?
Ethan: Anything extra you charge to the room. We hold fifty dollars a night, released after you check out.
a hold on your card — the bank blocks the amount, you are not charged · released after check-out
Mia: Okay, that's fine.
Ethan: You're in twelve fourteen. Here are two key cards. The Wi-Fi password is on the sleeve, and breakfast is on the second floor from six thirty.
key cards — in a paper sleeve, with the Wi-Fi password on it
Mia: Perfect. Thanks so much!
Mia: Hi, I'm checking in. I know I'm early. It's under Mia.
Ethan: Let's see. Check-in is at three, and your room isn't ready yet.
check-in is at three — the usual US hotel times · arrive earlier and the room may not be ready
Mia: That's okay. Is there any chance of an early check-in?
any chance of…? — a polite way to ask for something that may not be possible
Ethan: I can't promise, but I'll flag your room as a priority and text you when it's ready.
Mia: Great. Could I leave my bags somewhere in the meantime?
Ethan: Of course. The bell desk will hold them. Just ask for a claim ticket.
the bell desk — the luggage desk in the lobby · the bell attendant carries and stores bags
Mia: Thanks. I'll grab some lunch and come back.
grab some lunch — get a quick lunch · grab a coffee, grab a bite
Ethan: Sounds good. The pool's on the fourth floor, if you'd rather relax.
Mia: Good to know. See you in a bit.
Mia: Hi. I don't have a reservation. Do you have any rooms available tonight?
any rooms available? — what a walk-in asks · a walk-in = a guest with no reservation
Ethan: Let me check. We have a king room, or two queens. How many nights?
a king room · two queens — one big bed for two · two double beds in one room
Mia: Just two. What's the rate for the king?
the rate — the price per night, before tax and fees
Ethan: One eighty-nine a night, plus tax. There's also a twenty-five dollar destination fee per night.
a destination fee — a daily fee on top of the rate, also called a resort fee · must be shown when you book
Mia: What does the destination fee cover?
Ethan: Wi-Fi, the gym, and the pool. Breakfast is separate, eighteen dollars.
Mia: Okay. And is there parking?
Ethan: Self-parking is thirty a night, or valet is forty-five. In-and-out privileges either way.
self-parking · valet — you park it · they park it for you, tip the valet · in-and-out = leave and come back
Mia: I'll take the king room and self-parking.
Ethan: Great. Photo ID and a card, please, and I'll get you checked in.
Luis: Good afternoon! I'm Luis. Can I help you with your bags?
help you with your bags — the bell attendant's offer · "I've got it, thanks" if you'd rather carry them
Mia: Oh, that'd be great. Just the suitcase and this carry-on.
Luis: I'll put them on the cart. What room are you in?
the luggage cart — the bell attendant wheels your bags up
Mia: Twelve fourteen.
Luis: Twelfth floor. You'll need to tap your key card in the elevator, or it won't go up.
tap your key in the elevator — the elevator only moves after you hold your key card to the reader
Mia: Oh, I didn't know that. Good thing you told me.
Luis: It's for security. And the ice machine is at the end of your hall.
the ice machine — free ice on most floors, bring the bucket from your room
Mia: Perfect. Here you go, this is for you.
this is for you — how you hand over a tip · two to five dollars a bag for the bell attendant
Luis: Thank you. If you need anything, just dial zero. Enjoy your stay.
dial zero — press 0 on the room phone to reach the front desk
Mia: Hi. My room isn't ready yet. Could you hold my bags for a couple of hours?
hold my bags — keep them for me · also: store my luggage
Luis: Of course. How many pieces do you have?
pieces — how many separate bags
Mia: Two. This suitcase and my tote bag.
Luis: Anything fragile or valuable in there? Laptops, medication?
fragile · valuable — breaks easily · worth a lot · keep valuables with you
Mia: My laptop is in the tote, actually.
Luis: Then I'd keep that with you, just to be safe. I'll tag the suitcase and give you a claim ticket.
a claim ticket — the tag you show to get your bag back
Mia: Okay. And when I want it back?
Luis: Just bring the ticket to the bell desk. Someone's here twenty-four seven.
twenty-four seven — all day, every day
Mia: Great. Thank you so much.
Ethan: Front desk, this is Ethan. How can I help you?
Front desk, this is Ethan. — how hotel staff answer the phone: the department, then their name
Mia: Hi, this is Mia in twelve fourteen. Could I get a couple of extra pillows?
this is Mia in twelve fourteen — say your name and your room number when you call
Ethan: Absolutely. Anything else while we're at it?
Mia: Yes, actually. Is there an iron in the room? I can't find one.
Ethan: There's an iron and an ironing board in the closet, behind the door.
an ironing board — an iron and an ironing board · usually in the closet
Mia: Oh, there it is. Thanks. And could I get a wake-up call for six thirty?
a wake-up call — the room phone rings at the time you ask for · usually automated
Ethan: Sure. Six thirty, room twelve fourteen. It's automated, so just pick up and it stops.
Mia: Perfect. That's everything.
Ethan: Great. The pillows will be up in about ten minutes.
Ethan: Front desk, this is Ethan.
Mia: Hi, it's Mia in twelve fourteen. Is it too late to order room service?
room service — food brought to your room · also called in-room dining
Ethan: Not at all. The kitchen's open until eleven. What can I get you?
Mia: The club sandwich with fries, please. And a sparkling water.
Ethan: Club sandwich, fries, sparkling water. About thirty to forty minutes.
Mia: That's fine. Can I charge it to the room?
charge it to the room — add it to my hotel bill · no card needed now
Ethan: Of course. There's a five-dollar delivery charge, and gratuity is included. It all goes on your folio.
gratuity is included — a fixed fee for bringing it · the tip is already added, so you don't add another
Mia: Great. Anything I need to do when I'm done?
Ethan: Just leave the tray outside your door, and we'll pick it up.
leave the tray outside your door — they collect it from the hall
Mia: Hi. My key card just stopped working. The light goes red every time.
the light goes red — the door lock refuses the card · green = it opens
Ethan: Sorry about that. Was it next to your phone, by any chance?
Mia: Yes, in the same pocket.
Ethan: That's usually it. Phones can demagnetize the card. What's your room number?
demagnetize — wipe the card's magnetic strip · phones and magnets do it
Mia: Twelve fourteen.
Ethan: And can I see your ID? I can't reprogram a key without it.
reprogram — write your room onto the card again · they always ask for ID first
Mia: Sure, here you go.
Ethan: Here's a fresh key. Keep it in a separate pocket from your phone, and it should be fine.
a fresh key — a newly programmed card · keep it away from your phone
Mia: Will do. Thanks for the quick fix.
Ethan: Front desk, this is Ethan.
Mia: Hi, it's Mia in twelve fourteen. The air conditioning isn't working.
the air conditioning — the cooling system · the heat = the heating
Ethan: I'm sorry to hear that. Is the thermostat on, and is the fan running?
the thermostat — the wall control that sets the temperature
Mia: It's set to sixty-eight, but only warm air comes out.
sixty-eight degrees — US thermostats read Fahrenheit · 68 °F = 20 °C · 72 °F = 22 °C
Ethan: Okay. I'll send maintenance up right away, within fifteen minutes.
maintenance — the staff who fix things in the building
Mia: Thank you. And if they can't fix it tonight?
Ethan: Then we'll move you to another room. I'd rather you sleep well than sweat it out.
Mia: I appreciate that.
Ethan: No problem. I'll check back in half an hour to make sure it's sorted.
Ethan: Front desk, this is Ethan.
Mia: Hi, this is Mia in twelve fourteen. Sorry to call so late, but the room next door is really loud.
Sorry to call so late — the polite opener for a late call · next door = the room beside mine
Ethan: I apologize. Which side is it, twelve twelve or twelve sixteen?
Mia: Twelve sixteen, I think. It's been going on for an hour.
Ethan: I'll call them and ask them to keep it down. If it continues, I'll send security up.
keep it down — be quieter · security = the hotel's own guards
Mia: Okay. And if it doesn't stop?
Ethan: Then I'll move you. There's a quiet room on fifteen, away from the elevators.
away from the elevators — the elevators and the ice machine are the noisy spots on a floor · ask for a high floor
Mia: Let's try the call first. I'd rather not pack again.
Ethan: Understood. Give it ten minutes, and call me back if it's still noisy.
give it ten minutes — wait ten minutes and see
Rosa: Housekeeping! Good morning. Would you like your room serviced today?
housekeeping — the staff who clean the rooms · "your room serviced" = cleaned, bed made, fresh towels
Mia: Oh, good morning. Could you come back a little later? I'm still getting ready.
Rosa: Of course. Should I come back around eleven?
Mia: Eleven is perfect. Actually, could I just get fresh towels? The room is fine.
fresh towels — clean ones, replacing the used set
Rosa: Sure. I'll leave a set on the bed. Just so you know, we service rooms every other day, unless you ask.
every other day — on alternate days · the norm in US hotels since 2020, unless you ask for daily service
Mia: Oh, good to know. Then the day after tomorrow is fine.
Rosa: Perfect. And if you'd rather not be disturbed, just hang the sign on the door.
the do-not-disturb sign — hang it on the handle and housekeeping skips your room
Mia: I will. Thank you!
Mia: Excuse me. Could I get a few extra hangers? There are only four.
hangers — in the closet, usually only a few
Rosa: Of course. How many would you like?
Mia: Six would be great. And an extra blanket, if you have one.
an extra blanket — things you can ask housekeeping for: a blanket, pillows, towels, coffee pods, shampoo
Rosa: I have both on my cart. Anything else while I'm here?
Mia: Some more coffee pods, please. And the safe in my room won't lock.
the safe — the in-room safe · in the closet, with a keypad
Rosa: That happens when the door isn't pushed all the way in. I'll have maintenance take a look.
Mia: Thanks. One more thing. Is there somewhere I can do laundry?
Rosa: There's a laundry service. Fill out the bag in the closet and leave it by the door before nine.
a laundry service — fill out the form on the bag, leave it by the door · back the same day, for a fee
Mia: Great. That's everything. Thank you.
Mia: Good morning. I'm checking out. Room twelve fourteen.
checking out — leaving and settling the bill · check-out is usually at eleven
Ethan: Good morning! How was your stay?
How was your stay? — the standard check-out question · "Really nice, thank you."
Mia: Really nice. The bed was so comfortable.
Ethan: Glad to hear it. Let me pull up your folio. Three nights, one room service, and parking. Does that look right?
the folio — the itemized list of everything charged to your room
Mia: Yes, that's right.
Ethan: Would you like the receipt printed, or emailed?
Mia: Emailed, please. And when does the hold on my card come off?
Ethan: The incidental hold drops off in three to five business days. You're only charged for what's on the folio.
business days — Monday to Friday, not weekends or holidays · drops off = disappears from your card
Mia: Perfect. Here are the key cards. Thanks for everything.
Mia: Hi. There's a charge on my bill I don't understand. What's this thirty-two dollars?
Ethan: Let me take a look. That's a minibar charge from Tuesday.
the minibar — the small fridge of drinks and snacks · not free
Mia: I didn't touch the minibar. I didn't even open it.
Ethan: I'm sorry about that. The sensors sometimes go off when the fridge gets bumped. I'll take it off.
take it off — remove the charge · go off = get triggered
Mia: Thank you. And this twenty-five dollars every night?
Ethan: That's the destination fee. It was on your booking confirmation.
the booking confirmation — the email you got when you reserved · every fee must be listed there
Mia: Ah, right. I remember now.
Ethan: I've adjusted the folio. I'll email you the updated receipt.
Mia: Perfect. Thanks for sorting that out.
sort it out — fix the problem
Mia: Hi. My flight isn't until seven tonight. Any chance of a late check-out?
a late check-out — staying past eleven · often free until noon or one, then a fee
Ethan: Let me see. I can give you one o'clock at no charge.
Mia: Could I push it to two? I'd love to have lunch first.
Ethan: Two o'clock would be a half-day rate, seventy-five dollars. Or leave your bags with the bell desk after one.
a half-day rate — you pay half of one night
Mia: I'll do that then. Is there a shuttle to the airport?
the airport shuttle — the hotel's own van, usually free
Ethan: Yes, it's complimentary. It leaves from the front entrance on the hour and the half hour.
complimentary — free · on the hour and the half hour = at 1:00, 1:30, 2:00…
Mia: How long does it take?
Ethan: About twenty-five minutes, but with traffic, give yourself forty. Rideshares pick up outside, to the left.
give yourself forty — allow forty minutes · rideshare = Uber, Lyft · the pickup zone is where they wait
Mia: The shuttle sounds perfect. Thanks, Ethan.