LISTENING. Task 1. Holiday complaints.Listen to the staff of a holiday company discussing some complaints they have received

Task 1. Holiday complaints. Listen to the staff of a holiday company discussing some complaints they have received. You might need to check the meaning of the following words and collocations before you listen.

made their lives a misery: made them very unhappy

come down with: catch an infection

lost it: lost (his) temper or lost control (of himself)

a fracas: a noisy disturbance

read the riot act: told (him) off forcefully

Listen carefully and decide which phrase you hear from each pair of alternatives given.

1. loyalty and commitment or loyalty and assistance

2. made their wives miserable or made their lives a misery

3. was not amused or was not confused

4. came down with or came round with

5. concentration made or compensation paid

Match the phrases you heard to their meanings. a) did not find it funny b) upset them a great deal c) a sense of duty and dedication d) a refund given e) became ill with

Listen again to the discussion and decide which of statements 1-8 are true and which are false.

1. It's the first time there have been complaints about the Hotel Splendide.

2. Mr and Mrs Silk were unhappy about the state of their room.

3. Mr and Mrs Norrish thought the family next door were very noisy.

4. The Silks and the Norrishes were not satisfied with the amount of compensation they received.

5. The Barnes family all suffered from food poisoning.

6. The company flew the family home early because the hospital could not treat them all.

7. The company has decided to end their contract with the hotel before the next holiday season.

8. Mr Algis wants to know how much compensation has been paid to customers.