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GUEST: Good afternoon. My name is Kelvin Jones—I booked by Internet yesterday.
RECEPTIONIST: Good afternoon, Mr Jones. Welcome to the Arbitrage Hotel. Can you spell your first name for me please?
GUEST: Certainly. K-E-L-V-I-N.
RECEPTIONIST: Thank you. Do you have your booking number or perhaps you printed out your confirmation? The guest’s first name is Kelvin so K-E-L-V-I-N has been written in the space. Now we shall begin. You should answer the questions as you listen because you will not hear the recording a second time. Listen carefully and answer questions 1 to 5.
GUEST: Good afternoon. My name is Kelvin Jones--I booked by Internet yesterday. RECEFUONIST:     Good afternoon, Mr Jones. Welcome to the Arbitrage Hotel. Can you spell your first name for me please?
GUEST: Certainly. K-E-L-V-I-N.
RECEPTIONIST: Thank you. Do you have your booking number or perhaps you printed out your confirmation?
GUEST: Yes, of course. I don’t have the printout but I did remember to note down the number. It’s double O L238142 zero. RECEFHONIST:     Thanks. OOL-238-1420. Oh, I see you’ve stayed with us before.
GUEST: Yes, on several occasions.
RECEPTIONIST: And do you still have the same vehicle registration number? HQW 5919?
GUEST: Well no, this time I have the company car.
RECEPTIONIST: And what is the registration number?
GUEST: Oh dear, I can’t remember. Hang on a minute, here it is on the key ring: HUV triple 3 one.
RECEPTIONIST: Thanks. HUV 3331. Now, today’s the 21st of May and I see you’ve booked a deluxe room on the fifth floor, room 501.
GUEST: Really? I booked a deluxe room? I usually only ever have a standard double room.
RECEPTIONIST: It’s the off-season, Mr Jones and we’ve upgraded you.
GUEST: How nice! And what does the deluxe room have? Is it as good as a suite?
RECEPTIONIST: Almost—it has all the usual plus a spa bath, fully-stocked bar fridge, a king-size bed and a balcony.
GUEST: Is there a view from the balcony?
RECEPTIONIST: Yes.
GUEST: Is that a view of the bay?
RECEPTIONIST: Yes, and a glimpse of the blue lagoon as well.
GUEST: Very nice—I hope it’ll be warm enough to sit out there.
RECEPTIONIST: We can’t guarantee the weather, Mr Jones, although we do try to make your stay as comfortable as possible.
GUEST: Thank you. Now that you mention comfort, is it possible to have some extra pillows, please? I have a sore shoulder, you see, and I need to prop it up at night or I don’t get any sleep.
RECEPTIONIST: Well, you’ll find pillows on the bed of course and we can send up a couple more later.
GUEST: Well, I’d appreciate that.
RECEPTIONIST: One more thing—you paid by credit card over the Internet—can I see your credit card please?
GUEST: Oh, of course.
RECEPTIONIST: And some photo ID?
GUEST: What would you like? Driver’s license?
RECEPTIONIST: Yes, that’s fine. You’re staying for five days, is that right?
GUEST: That was the original plan, yes. But the conference has been cut short by two days because the key note speaker is ill, so I’ll be going home on Wednesday.
RECEPTIONIST: So, that’s just three nights in all.
GUEST: Afraid so.