Making suggestions about a problem: 

• I’m sorry, but... / I’m afraid ...
• I can give you a refund.
• I can offer you ... (a reduction / a discount / a refund / a free ... / a repair / ...)
• One solution is to . .  . (verb)
• I’ll send you … immediately.
• I’ll talk to her about it.
• This won’t happen again, I promise.
• We could . . .
• I think we should . . .
• I recommend that . . .
• No problem, just a moment, please.
• Of course, sorry for the inconvenience.
• I’m terribly sorry, I’ll get your order right away.
• I apologise on behalf of the kitchen. I will talk to the chef and have this replaced immediately.

Ways of complaining: 

• Do you call this ... food?
• It tastes disgusting.
• You call this a luxury resort?
• Look at this ..., it's rubbish / damaged / ...!
• How can you offer such a bad connection?
• This ... of yours is awful, I hate it.
• I hate the ... !
• The … is overpriced.
• This is far too expensive.
• I’ll claim damages.
• You’ll hear from my lawyer.
• I demand fresh towels at once.

Role play 1
Customer: “I can’t believe that loud mouth salesperson talked me into buying these dumb shoes. I wore these shoes one time and my feet hurt for days."
Employee: “Sir, I am truly sorry that you are upset and your feet hurt. Could you please tell me which shoes you are referring to?”
(continue the conversation)

Role play 2
Customer: Good morning!
Manager: Good morning. Can I help you?
Customer: Yes. I want to complain because my room is too noisy. The people in the next room have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very uncomfortable.
(continue the conversation)

Role play 3
STUDENT A:
You are the manager of The Paradise Hotel, a modern holiday resort surrounded by lots of sights and sandy beaches. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Paradise Hotel. The food is awful. It is often cold and salty, and there are no vegetarian dishes. There is also little choice: It seems to be the same any other day.

Role play 4
STUDENT A:
You are the manager of The Lakeside Hotel, a small holiday resort surrounded by woods and lakes, a very peaceful place. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Lakeside Hotel. The internet connection at the hotel is overpriced and not always working reliably. Furthermore, there are only 3 different TV channels, which is unacceptable.

Role plays
Costumer: Excuse me, the room is too cold. Could you lower the air conditioner, please?
Manager: 

Costumer: Sorry, this is not what I ordered. I ordered the chicken and this is beef.
Waiter: 

Costumer: Pardon me, this drink is not cold. Could I have some ice?
Waiter: 

Costumer: Excuse me…Could I have another spoon? This one is not clean.
Waiter: 

Costumer: Excuse me… My salad is too salty and her soup is cold
Waiter: