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ACCOMMODATION
3
UNIT MENU
Grammar: modal verbs
Vocabulary: types of accommodation, facilities and services
Professional skills: dealing with complaints
Case study: investigate customer complaints
Aims and objectives answers with a partner. Check answers as a class. If
In this lesson students will: your students are thinking of taking the LCCI Level 2
read about Spanish accommodation Certificate in Spoken English for Tourism, remind
focus on vocabulary relating to hotel facilities and them that they may be asked to describe the different
services types of accommodation available to travellers and
listen to some travellers talking about what they tourists, their pros and cons, as well as identify the
look for in a hotel range of facilities that different types of
accommodation may offer.
Reading 1 Students’ own answers.
ACCOMMODATION IN SPAIN 2 The types of accommodation: medieval
FACT FILE castles, luxury hotels, mansions, youth
hostels, paradores, palaces, castles,
Located in southwest Europe, Spain is a popular fortresses, hunting lodges, modern hotels,
holiday destination, particularly with British tourists. luxury beach hotels, farms, villas, self-catering
This is due to its climate and the good value houses, bed & breakfasts (pensiones), family-
holidays available. Each year around 45 million run country cottages (casas rurales), guest
tourists visit Spain with British nationals making houses, camp sites, refuges, apartment hotels
over 12 million visits. Holiday makers tend to either and holiday villages with camping and hostel
be package tourists or independent ones who book accommodation.
flight and accommodation separately on the 3
internet. a paradores
b refuges, youth hostels, bed & breakfasts,
EXTRA ACTIVITY camp sites
c farms, self-catering villas and houses, country
Students discuss the following questions in pairs cottages, guest houses
or as a class: d paradores, villas, luxury hotels; luxury
What type of accommodation do you usually stay accommodation in castles and fortresses
in when you go on holiday? e an apartment hotel
Are there any types of accommodation you Vocabulary
would really like to stay in? (e.g. a tree house)
Why? HOTEL FACILTIES AND SERVICES
Exercise 1, page 24 FACT FILE
Focus students’ attention on the photo at the top of UK law dictates that disabled people have
the page before asking what it shows and which important rights of access to everyday services,
country they think the building is in. Students then such as hotels and that service providers are
consider accommodation in their own country, obliged to make the necessary adjustments.
comparing ideas in pairs before class feedback.
Exercise 3, page 25
Students’ own answers. Focus students’ attention on the symbols for different
hotel facilities and services. Students then match
Exercise 2, page 24 them with the services listed. Allow time for students
Ask students if they have visited Spain and if so, to compare answers in pairs before checking them
what type of accommodation they stayed in. as a class.
Students read the text before discussing their
ACCOMMODATION
25
English for International Tourism Intermediate Teacher’s Book
air conditioning – a 2
airport shuttle – d Speaker 1 mentions smart cards, CCTV cameras,
baby-sitting service – f limousine hire, 24-hour room service, exclusive
currency exchange – h use of spa and therapy rooms.
direct line telephone – m Speaker 2 mentions high-speed internet access, a
fitness centre – l business centre offering secretarial and
hairdryer– j translation services and business support, a rapid
high-speed Wi-Fi access – b laundry service
in-room mini-bar – o Speaker 3 mentions use of a swimming pool, a
laundry and ironing – c children’s play area, bunk beds for the children
pets admitted – g and individual television sets, PlayStation games
restaurant – p and consoles available from reception, and a
safe-deposit box – i babysitting service
satellite TV – e Exercise 7, page 25
sauna – k Give students time to read the extracts before they
wheelchair access – n listen a second time. Encourage them to compare
Exercise 4, page 25 ideas with a partner before going through them.
Students choose the ten most important services and Check vocabulary, e.g. exclusive, a must, bunk beds.
facilities for themselves and put them in order. Allow 1
time for them to discuss their ideas in pairs or small 1 security
groups before class feedback. Elicit other services 2 CCTV cameras
which are important but not included. 3 spa and therapy rooms
EXTRA ACTIVITY 2
4 secretarial and translation
Students use the internet to find if there are major 5 laundry
differences between the hotel services on offer in 3
different regions of the world/continents or 6 children’s play area
countries, e.g. the Middle East v northern Europe. 7 babysitting
Listening Audio script Track 3.1, Exercises 6 and 7,
CHOOSING A HOTEL page 25
Exercise 5, page 25 1
Focus students attention on the photos of travellers My job is to make all the travel arrangements for
before asking them, in pairs, to list the hotel facilities the members of a royal family in the Middle East.
and services they feel each person or sets of people Sometimes there’s at least ten of them and I have
would need most and why. Elicit some ideas before to make sure everything is absolutely perfect. My
moving on to the listening. biggest worry is always security, so I always
choose a hotel that uses smartcards to limit
access to executive suites and has CCTV
Students’ own answers. cameras installed. The family particularly request
Exercise 6, page 25 limousine service, 24-hour room service and
Students match the different travellers with the exclusive use of the spa and therapy rooms.
photos, comparing answers in pairs before class 2
feedback. Discuss how close students’ initial ideas I travel a great deal on business and usually
were to what the guests said. spend no more than two or three nights in a hotel.
The travel budget has been cut recently, so I don’t
usually stay in exclusive, expensive hotels but I do
1 need some essential facilities. High-speed internet
Speaker 1 – Waleed access is a must, and if there’s a business centre
Speaker 2 – Jin Wei offering secretarial and translation services and
Speaker 3 – The Singh family business support, that’s a plus. Oh, I also need a
rapid laundry service as I travel fairly light and
don’t always have enough clothes with me.
3
ACCOMMODATION
26
English for International Tourism Intermediate Teacher’s Book
We have two young children and a relatively low HOTEL GRADING
budget so we look for somewhere that caters for
families. It’s important to have a swimming pool, Aims and objectives
but the best hotel for us is one where there’s a
children’s play area where the children can go. In this lesson students will:
We stayed in a place recently where the kids had listen to a travel advisor explaining hotel ratings in
bunk beds with individual television sets in them. Spain
We could get the latest PlayStation games and study modal verbs for expressing obligation and
consoles from reception. And if we wanted to go possibility
out in the evening, just the two of us, there was a research unusual places to stay
great babysitting service as well. Listening
RESEARCH GRADING OF HOTELS IN SPAIN
HOTELS IN YOUR AREA FACT FILE
Students visit a couple of hotels in their local area
and gather information on the facilities and Other hotel rating schemes include: the AA Auto
services on offer. In a subsequent lesson they Club STAR (which has been running for over 100
present their findings in groups or to the class. years in the UK), AAA Diamond (USA) and
Homework suggestions Australian STAR rating scheme (which is one of
Students write an article for a travel magazine or the world’s leading quality certification schemes).
website, giving information on what types of Exercise 1, page 26
accommodation are on offer in their own country Introduce the topic of the lesson by briefly discussing
(or another of their choice). Encourage students to how hotels are graded in your students’ country/ies.
use the text in Exercise 2 as a model. (200–250 Students then work in pairs to consider the minimum
words) facilities for a mid-range hotel before the discussion
Students write about their own preferences is opened to the class.
regarding hotel facilities and services, comparing
how these would differ if they were away on Students’ own answers.
business or for a holiday. (200–250 words)
Exercise 2, page 26
Photocopiable notes 3.1 (page 109) Students listen to a travel advisor explaining how
What facility or service do you need? (Matching hotels are rated in Spain, comparing ideas in pairs
game page 110) before class feedback.
In Europe, most hotels use the Hotel Stars Union, a
star rating scheme which is the same for all the
countries that belong to it. The rating scheme
comprises a list of criteria relating to 270 features
and services that a hotel can offer. However, in
Spain stars can only be awarded by the regional
tourist authorities, each one giving official ratings
according to its own list of criteria. Tour companies
also have their own sets of symbols other than
stars to rate hotels.
Exercise 3, page 26
Give students time to read the statements then play
the recording a second time. Encourage students to
discuss answers with a partner before going through
them. If an answer is false, ask students to explain
why.
1 F – in Europe, excluding Spain
2 F – they must also provide a chair and table,
and either soap or body wash in the bathroom
ACCOMMODATION
27
English for International Tourism Intermediate Teacher’s Book
3 T J Well, prices vary according to region and
4 F – not necessarily as the Spanish regional season. A room will always cost more in high
tourist authorities have their own list of criteria season and city hotels charge more during fiestas,
5 T carnivals or when there’s a major conference.
6 F – it’s extra Exercise 4, page 26
Audio script Track 3.2, Exercises 2 and 3, Students complete the sentences, comparing
page 26 answers before class feedback. Discuss differences
between words as needed. (award (n) = a symbol of
I = Interviewer, J = Janice recognition/merit; award (v) = to give somebody
I First of all, can you tell us something in general something in recognition of merit; grade (n) = a level
about how hotels are graded and what the that tells you how good the quality of something is;
number of stars actually means? grade (v) and rate (v) = classify things according to
J Well, perhaps the first thing I should say is that quality; grading or rating system = a system of
the number of stars in one country doesn’t classifying according to quality or merit)
necessarily mean the same as in another. But in
Europe, there’s a European Hospitality Quality 1 awarded 2 grading/rating
Scheme called the Hotel Stars Union, and the star 3 grade 4 rates/grades
system is the same for all the countries that
belong to it. Basically, there’s a list of criteria Grammar
relating to 270 possible features and services a
hotel can offer. For example, the minimum criteria MODAL VERBS
for a one-star rating include daily room cleaning, a FACT FILE
table and chair in each room (as well as the bed Self-catering refers to a holiday where you cook
of course!), and either soap or body wash in the your own food in your accommodation (BrE).
bathroom. However, for a four-star rating, a hotel A retreat is a quiet place you stay at in order to
must be able to offer things like a restaurant with relax.
an à la carte menu service and a soft chair or sofa A youth hostel is a place where people of all
with a side table in each room. ages, as well as families can stay. They do not just
I OK, that’s good to know, but what about Spain? consist of dorms and bunk beds, and many have
Can visitors expect star ratings in Spain to be the family or single/double rooms. They are excellent
same as in the rest of Europe? value for money and provide clean well-run
J Well, actually the short answer to that is no. In accommodation at a low price. They often have
Spain, the stars can only be awarded by the their own bar or restaurant so you do not need to
regional tourist authorities. There are 17 different cook your own food.
regional tourist authorities and each one gives an Exercise 5, page 27
official rating according to its own set of criteria. Focus students’ attention on the Grammar box and
I That sounds pretty confusing. either go through it as a class or allow students time
J Well, yes it is. And to make it worse, most to read it, answering any questions which arise.
people book hotels online or through tour Students then choose the correct modals in the texts,
company brochures, which often use their own comparing answers in pairs before discussing them
criteria and sets of symbols, for example suns, as a class. Check vocabulary, e.g. inland, strict.
crowns, keys, moons or diamond symbols to rate
hotels.
I So, do the stars mean anything at all? 1 can 2 may 3 have to 4 may 5 should
J Well, the stars reflect the number and range of 6 may 7 should 8 can’t 9 may
facilities offered, for example is there a lift? Does 10 don’t have to
the hotel have a gymnasium? So that’s something
concrete you can rely on. And of course a four-
star hotel will also cost more than a three- or two- EXTRA ACTIVITY
star hotel in the same city: by law, Spanish hotels Students discuss in pairs which of the three types
must display their prices behind reception and in of accommodation they would prefer to stay at and
every room. However, visitors must remember why.
that VAT is extra.
I Right. And are the prices more or less the same
across the regions?
ACCOMMODATION
28
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