{ "id": "hotel", "title": "Checking in at a hotel", "group": "travel", "partner": { "name": "Ana", "role": "hotel receptionist" }, "topic": [ "hotel", "room*", "booking", "book*", "reservation", "check in", "checking in", "check out", "checkout", "key*", "passport", "night*", "breakfast", "wifi", "password", "lift", "elevator", "floor", "reception", "bed*", "bag*", "luggage", "stay*", "towel*", "shower" ], "levels": { "A2": { "goal": "Check in, get your key and ask about breakfast or the wifi.", "phrases": [ { "text": "I have a booking under…", "re": "\\bbooking under\\b|\\bunder the name\\b" }, { "text": "Here you are.", "re": "\\bhere (you are|you go|it is)\\b" }, { "text": "What time is breakfast?", "re": "\\bwhat time is breakfast\\b|\\bwhen is breakfast\\b" }, { "text": "What's the wifi password?", "re": "\\bwi-?fi password\\b" }, { "text": "Where's the lift?", "re": "\\bwhere('s| is) the (lift|elevator)\\b" } ], "words": [ { "w": "a booking", "m": "a room you asked for before you came" }, { "w": "the lift", "m": "the elevator" }, { "w": "a wake-up call", "m": "the hotel phones your room to wake you" } ], "steps": [ { "id": "booking", "task": "Say you have a booking", "say": "Good evening! Do you have a booking?", "hint": "Did you book a room with us? Yes or no?", "model": "Yes, I have a booking under Silva.", "options": [ { "id": "yes", "any": [ "yes", "yeah", "booking", "booked", "reservation", "reserved", "under", "my name", "name is", "online" ] }, { "id": "no", "any": [ "no booking", "no reservation", "don't have", "haven't", "no", "walk in", "free room", "any rooms", "a room for", "need a room", "available", "tonight" ], "reply": "@no-problem" } ], "tests": { "on": [ "yes I have a booking under Silva => yes", "yes => yes", "no I don't have a booking => no", "do you have a room for tonight => no" ], "partly": [ "good evening", "where is the lift" ], "off": [ "my brother is a teacher in Madrid" ] } }, { "id": "passport", "task": "Show your passport", "say": "Can I see your passport, please?", "hint": "Your passport, please. Do you have it?", "model": "Yes, here you are.", "options": [ { "id": "here", "any": [ "passport", "here you are", "here it is", "here you go", "there you go", "here's", "here is", "id", "id card", "identity card", "this is", "yes", "sure", "of course" ], "reply": "@thanks" } ], "tests": { "on": [ "here you are", "yes here is my passport", "sure" ], "partly": [ "what time is breakfast", "hello" ], "off": [ "I like swimming in the sea in summer" ] } }, { "id": "questions", "task": "Ask about breakfast or the wifi", "say": "Here's your key. Room three one two. Any questions?", "hint": "Do you want to know about breakfast, or the wifi?", "model": "What time is breakfast?", "options": [ { "id": "breakfast", "any": [ "breakfast", "eat", "food", "restaurant", "morning", "coffee" ], "reply": "Breakfast is from seven to ten." }, { "id": "wifi", "any": [ "wifi", "wi fi", "internet", "password", "network", "connect*" ], "reply": "The wifi password is on your key card." }, { "id": "lift", "any": [ "lift", "elevator", "stairs", "which floor", "floor", "my room", "the room", "find" ], "reply": "The lift is on your left." }, { "id": "none", "any": [ "no", "no questions", "that's all", "that's it", "nothing", "i'm fine", "i'm good", "thank*", "no thanks", "all good" ] } ], "tests": { "on": [ "what time is breakfast => breakfast", "what's the wifi password => wifi", "where is the lift => lift", "no thank you => none", "where is breakfast => breakfast" ], "partly": [ "my passport", "is it a big room" ], "off": [ "I usually play tennis on Sundays" ] } }, { "id": "wake-up", "task": "Answer about a wake-up call", "ahead": false, "say": "Would you like a wake-up call tomorrow?", "hint": "We can call your room in the morning. Yes or no?", "model": "Yes, please. At seven o'clock.", "options": [ { "id": "time", "any": [ "/\\b(?:[1-9]|1[0-2])(?: ?\\| ?[0-5]\\d)?(?: ?(?:am|pm|a m|p m))?\\b/", "five", "six", "seven", "eight", "nine", "ten", "o'clock", "half past", "quarter past", "quarter to" ], "reply": "Okay, I'll call you then." }, { "id": "yes", "any": [ "yes", "yeah", "please", "sure", "that would be", "good idea", "great", "okay", "why not", "wake me" ], "none": [ "/\\b(?:[1-9]|1[0-2])(?: ?\\| ?[0-5]\\d)?(?: ?(?:am|pm|a m|p m))?\\b/", "five", "six", "seven", "eight", "nine", "ten", "o'clock", "half past", "quarter past", "quarter to" ], "reply": "Sure. What time?", "next": "time" }, { "id": "no", "any": [ "no", "no thanks", "not necessary", "don't need", "alarm", "my phone", "i'm fine", "i'm okay", "no need" ], "reply": "@no-problem" } ], "tests": { "on": [ "yes please at seven o'clock => time", "yes please => yes", "no thanks I have an alarm => no", "at 6:30 => time" ], "partly": [ "what time is breakfast" ], "off": [ "my cat likes to sit on the sofa" ] } }, { "id": "time", "jump": true, "task": "Say a time", "hint": "What time do you want the call? Seven? Eight?", "model": "At seven, please.", "options": [ { "id": "time", "any": [ "/\\b(?:[1-9]|1[0-2])(?: ?\\| ?[0-5]\\d)?(?: ?(?:am|pm|a m|p m))?\\b/", "five", "six", "seven", "eight", "nine", "ten", "o'clock", "half past", "quarter past", "quarter to" ], "reply": "@got-it" }, { "id": "no", "any": [ "no", "never mind", "don't need", "no thanks", "actually no" ], "reply": "@no-problem" } ], "tests": { "on": [ "at seven please => time", "half past six => time", "never mind => no" ], "partly": [ "breakfast" ], "off": [ "my favourite colour is purple" ] } } ], "close": "Enjoy your stay!", "watch": [ { "re": "\\b(booking|reservation) (?:on|in|with|at) (the name|my name|name)\\b", "better": "$1 under $2", "note": "Bookings are “under” a name.", "tests": { "yes": [ "I have a reservation on the name Silva" ], "no": [ "I have a booking under Silva" ] } }, { "re": "\\bpassword of (?:the )?(wi-?fi|wi fi|internet)\\b", "better": "{lc:$1} password", "note": "Put “wifi” first: the wifi password.", "tests": { "yes": [ "which is the password of the wifi" ], "no": [ "what's the wifi password", "the password for the wifi" ] } }, { "re": "\\bwhich is the (password|time|number|name|price)\\b", "better": "what's the $1", "note": "Ask for information with “what”: what’s the password?", "tests": { "yes": [ "which is the password" ], "no": [ "what's the password" ] } }, { "re": "(? high", "no thanks I don't mind => low", "a higher floor sounds good => high", "the ground floor please => low" ], "partly": [ "what time is checkout", "my bags" ], "off": [ "my son plays football every weekend" ] } }, { "id": "not-ready", "task": "Sort out your bags", "ahead": false, "say": "I'm afraid the room isn't ready until two.", "hint": "You can wait here, or leave your bags with us.", "model": "Is there somewhere I can leave my bags?", "options": [ { "id": "bags", "any": [ "leave", "bag*", "luggage", "suitcase*", "store", "keep", "drop", "left luggage" ], "reply": "Sure, I'll keep them behind the desk." }, { "id": "early", "any": [ "earlier", "any chance", "sooner", "early", "possible", "faster", "quicker", "before two", "hurry" ], "reply": "I'll try, but I can't promise." }, { "id": "wait", "any": [ "wait", "bar", "lobby", "coffee", "sit", "come back", "walk", "go out", "explore", "lunch" ], "reply": "@no-problem" } ], "partly": [ "really", "oh no", "two", "o'clock", "tired", "later" ], "tests": { "on": [ "is there somewhere I can leave my bags => bags", "is there any chance it could be ready earlier => early", "that's fine I'll come back later => wait", "can I leave my bags and come back later => bags" ], "partly": [ "oh no really", "a quiet room" ], "off": [ "I have a meeting with my boss at work" ] } }, { "id": "card", "task": "Give a card for extras", "say": "Can I take a card for any extras?", "hint": "I just need a card for the minibar. Is that okay?", "model": "Sure, here you are.", "options": [ { "id": "card", "any": [ "card", "here you are", "here you go", "here it is", "there you go", "here's", "sure", "yes", "of course", "credit", "visa", "debit", "mastercard", "okay", "that's fine", "no problem" ], "none": [ "cash" ], "reply": "@thanks" }, { "id": "cash", "any": [ "cash", "pay now", "no card", "without a card" ], "reply": "@no-problem" } ], "partly": [ "extras", "what extras", "minibar", "why", "what for", "how much", "charge", "deposit" ], "tests": { "on": [ "sure here you are => card", "can I pay cash => cash", "yes of course => card" ], "partly": [ "what extras", "why do you need it" ], "off": [ "my sister lives near the beach in Spain" ] } } ], "close": "Checkout is at eleven. Enjoy your stay!", "watch": [ { "re": "\\b(room|floor) more (quiet|big|small|high|cheap|nice|clean|large)\\b", "better": "{more:$2} $1", "note": "Short adjectives take -er, before the noun: a quieter room.", "tests": { "yes": [ "I want a room more quiet" ], "no": [ "could I have a quieter room" ] } }, { "re": "\\bair condition\\b", "better": "air conditioning", "note": "It’s “air conditioning”, or just “the AC”.", "tests": { "yes": [ "the air condition doesn't work" ], "no": [ "the air conditioning isn't working" ] } }, { "re": "\\bwhat hour\\b", "better": "what time", "note": "Ask “what time”, not “what hour”.", "tests": { "yes": [ "what hour is checkout" ], "no": [ "what time is checkout" ] } } ] }, "B2": { "goal": "Complain politely about a problem and agree on a fair solution.", "phrases": [ { "text": "I'm afraid there's a problem with my room.", "re": "\\bproblem with (my|the) room\\b" }, { "text": "I didn't get much sleep.", "re": "\\b(didn't|did not) get much sleep\\b" }, { "text": "I'd appreciate it if…", "re": "\\bappreciate\\b" }, { "text": "That would be great, thanks.", "re": "\\bthat would be (great|lovely|perfect)\\b" }, { "text": "Is there anything else you could do?", "re": "\\banything else you (could|can) do\\b" } ], "words": [ { "w": "quite full", "m": "almost no free rooms" }, { "w": "a discount", "m": "a lower price" }, { "w": "leave it with me", "m": "I will deal with it" } ], "steps": [ { "id": "problem", "task": "Explain the problem", "say": "Good morning. How can I help?", "hint": "Is something wrong with your room?", "model": "I'm afraid there's a problem with my room. It was very noisy.", "options": [ { "id": "problem", "any": [ "noise", "noisy", "loud", "music", "party", "parties", "street", "traffic", "sleep*", "slept", "next door", "neighbo*", "construction", "building work", "air conditioning", "ac", "aircon", "heating", "cold", "hot", "shower", "water", "dirty", "clean*", "broken", "smell*", "bed", "problem", "issue", "complain*", "wrong", "not working", "doesn't work", "isn't working", "unhappy", "disappoint*", "awful", "terrible", "bad night", "unacceptable" ] } ], "tests": { "on": [ "I'm afraid there's a problem with my room", "the room was very noisy and I didn't sleep", "the air conditioning is not working" ], "partly": [ "good morning", "what time is checkout" ], "off": [ "I want to buy a ticket for the concert" ] } }, { "id": "reception", "task": "Say if you called reception", "ahead": false, "say": "I'm sorry to hear that. Did you call reception at the time?", "hint": "When it happened, did you phone the front desk?", "model": "Yes, twice, but nobody came.", "options": [ { "id": "yes", "any": [ "yes", "yeah", "called", "phoned", "rang", "nobody came", "no one came", "nobody answered", "no one answered", "no answer", "twice", "three times", "i did", "of course" ], "reply": "Then I'm sorry nobody helped." }, { "id": "no", "any": [ "no", "didn't call", "did not call", "didn't", "too late", "too tired", "late at night", "midnight", "didn't want", "didn't think", "never" ], "reply": "You can call us any time, day or night." } ], "tests": { "on": [ "yes twice but nobody came => yes", "no I didn't => no", "I called but no one answered => yes", "no it was too late at night => no" ], "partly": [ "the room was very noisy", "my room" ], "off": [ "my grandmother makes the best soup" ] } }, { "id": "move", "task": "Answer the offer of a new room", "ahead": false, "say": "We're quite full, but I could move you this afternoon.", "hint": "A new room this afternoon, or stay where you are?", "model": "That would be great, thanks. A quiet one, if possible.", "options": [ { "id": "move", "any": [ "move", "yes", "yeah", "change", "different room", "another room", "new room", "that would be", "please", "great", "perfect", "appreciate", "quiet room", "sounds good" ], "reply": "@perfect" }, { "id": "stay", "any": [ "stay", "rather not", "don't want to move", "unpack*", "packing", "hassle", "too much", "no", "one more night", "leaving tomorrow", "it's okay", "it's fine", "no thanks", "not worth" ], "reply": "@fair-enough" } ], "tests": { "on": [ "that would be great thanks => move", "no I'd rather stay where I am => stay", "I don't want to move => stay" ], "partly": [ "what about the noise", "okay" ], "off": [ "I went to the cinema with my friends" ] } }, { "id": "discount", "task": "Agree on a fair solution", "ahead": false, "say": "And would a discount on tonight work for you?", "hint": "Ten percent off tonight. Is that fair for you?", "model": "That would be great, thanks. I'd appreciate it.", "options": [ { "id": "accept", "any": [ "yes", "yeah", "that works", "that's fine", "fair", "great", "that would be", "perfect", "okay", "thank*", "appreciate", "sounds good", "lovely", "kind" ], "reply": "@great" }, { "id": "more", "any": [ "breakfast", "upgrade", "late checkout", "late check out", "free night", "refund", "more", "whole stay", "both", "as well", "instead", "not enough", "not fair", "unfair", "only ten", "twenty", "fifty", "half", "percent", "something else", "anything else" ], "reply": "I'll see what I can do. Leave it with me." } ], "tests": { "on": [ "that would be great thanks => accept", "could I get free breakfast as well => more", "that's fair thank you => accept", "honestly that's not enough => more" ], "partly": [ "about the room" ], "off": [ "my phone battery is almost empty" ] } } ], "close": "I'll let the manager know. Sorry again.", "watch": [ { "re": "\\b(?:it'?s|this is|that'?s|it is) (?:unacceptable|ridiculous|a joke|terrible service|a disaster)\\b", "better": "it's a real problem for me", "note": "Calmer words usually get a better result.", "tests": { "yes": [ "the room was noisy, it's unacceptable" ], "no": [ "it's a real problem for me" ] } }, { "re": "\\byou (?:must|have to|should|need to) (?:to )?(give|move|change|refund|upgrade)\\b", "better": "could you $1", "note": "A question gives them room to say yes.", "tests": { "yes": [ "you must give me a discount", "you have to move me" ], "no": [ "could you give me a discount" ] } }, { "re": "\\b(didn't|did not|couldn't|could not|can't|cannot) (sleep|rest) (?:nothing|anything)\\b", "better": "$1 $2 at all", "note": "Say “I didn’t sleep at all”.", "tests": { "yes": [ "I didn't sleep nothing" ], "no": [ "I didn't sleep at all" ] } } ] } } }