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Capítulo 4:

 Reservations and enquiries. Reservas y peticiones en inglés

1. Making a booking at a hotel

If you have international clients visiting, it is essential that you do as much for them as you can.  This includes booking their hotels, restaurants and tourist tours.  Although traditionally, booking have been made via the phone, it is becoming more and more popular to use email.

Most reservations emails to hotels are written to book a room or to attend a conference. Most hotels these days have an online booking system, where you can just tick the nights and room you want.  However if you have any questions, it can be good to send an email first.

Here you have some interesting suggestions for writing of these emails:

1. Include all relevant details in your email, including your complete contact information, date and time of arrival and departure, number of days of your stay, type of room and any special needs or requests such as a smoking or non-smoking room.

2. Use a professional tone when writing your email. Your salutation should be, "To Whom It May Concern" or "Dear Sir or Madame."

3. Also, remember to include the date.

4. The body of the email should be to the point. It should specifically state what you need and how you will pay.

3. One of these emails could look like this:text

Activity 1.

Read through these descriptions of hotels and choose one you’d like to write to.  Include the time and date you will be arriving and also further information you require, such as airport pick ups, breakfasts, other facilities, prices, availability, room size and any other information you would require.

The Hotel Athena


This modern, boutique-hotel features up-market, contemporary decor and furniture. Amenities include 24-hour room service, express check-in and check-out, and complimentary, wireless Internet access.  The sophisticated restaurant, Cornice serves contemporary Greek cuisine, such as Fresh Sea Bream on a Crust of Cardamom, Dolmas with Fresh Pita and Hummous, and Mushroom Pasta with Chicken Breast and Tarragon. Drinks are served in the bar, and the hotel also offers a complimentary continental breakfast daily.

The Red Trout Hotel


The Red Trout Hotel features a bright, palm- tree studded marble lobby. Other public spaces at this smoke-free property are similarly elegant, such as the hotel's meeting rooms featuring a business centre and wireless Internet, its banquet room and two restaurants. On-site dining at Huile Xuan features Chinese cuisine, the Peninsula Café serves as the lobby bar, and buffet breakfasts are available at Penoy Hall.

Le Meridien


Overlooking white sand beaches and surrounded by green mountains the hotel sits one-half kilometre from the Museum of Tahiti. Downtown Papeete is located 15 kilometres away.

Le Meridien Tahiti offers two restaurants, a lounge and a poolside bar. La Plantation Restaurant serves International cuisine in a casual atmosphere. Le Carre Restaurant is a gourmet restaurant featuring a lagoon view. L'Astrolabe Bar serves light fare and cocktails. Le Pool Bar provides poolside drinks. This hotel features a sandy-bottom, lagoon-style pool surrounded by tropical greenery.


2. Booking a tourist tour 

Most hotels will be very happy to book tours for you, and this may be something you could include when you are asking for information.  Booking through a hotel often means that you get a discount or free activity included in your tour.  However, if you wish to do it yourself or your hotel doesn’t offer you something you wish to do, here’s how to go about it.

Important things to remember when booking a tour:

  • Cost
  • Equipment
  • If lunch is included
  • Fitness level ( if applicable)
  • Danger level (if applicable)
  • Suitability

See below for a model email on booking a tourist tour:


Activity 1.

Look at the boxes below and choose a suitable activity for each client: mail:


Most people come to Fiji for the white sandy beaches and tropical resorts.  However there’s a lot more to Fiji than just that!  Come with us on a magical tour into the heart of Fiji.  Our tour starts off on the Matakibau Track, an incredible 2 to 3 hour trek into the Namosi Highlands. After a picnic lunch we explore the Navua River by tube.  You’ll be able to swim in secluded waterfalls and see the fascinating bird life. Finally we’ll take you on a longboat past villages and farms.  Don’t miss a chance to experience this amazing journey!



The Real Art Experience walking tour is a relaxed and inspiring experience. The walk is cleverly mapped giving you the best possible insight into London's East End art scene. As you walk, you'll see the area's most interesting and stimulating galleries, and catch a glimpse the most cutting edge art scene in Europe.
Through narrow lanes and behind anonymous doorways, the contemporary East London’s art scene is teeming with life. Stray off the beaten track and discover the spaces and galleries which will amaze and delight you.  Along the way there are also many amazing antique stores and colourful vintage clothing stores, all stocking rare, one of a kind pieces.  Let us show you this off beat part of London that few tourists ever get a chance to experience.



In Slovenia, the gargantuan peaks of the Julian Alps provide a stunning backdrop for a huge range of adventure sports based on, and around, the fast flowing Soca River.
After a 30-minute walk up the lovely Trebusa Gorge our incredible canyoning session begins gently with small waterfalls and natural rock slides before tackling tougher obstacles. The highlight is a rope-assisted descent down a 27-metre waterfall. Picnic lunch included.



The village of Khoku Chhintang Ankhisalla is situated eastern part of Nepal 700 km from Kathmandu. It boasts typical Rai Culture and unparalleled scenic beauty. One can see Mt. Makalu, Peak 4, Kanchenjungha, and other small peaks. This area is known as a model village of Dhankuta district.

We drive you from Kathmandu to Hile, and then it is just a short hike to the village.  The mountain views on the way are spectacular, and on arrival, you can stop and have tea in a traditional Nepalese tea garden.  Spend the day in the village, observing its many temples, including Siva Mandhir, one of the oldest temples in Nepal.  Enjoy lunch with the locals and then we take you on a different route back by way of a gentle trail winding through the graceful hills.

Clients’ profiles:

Client's profiles


3. Making a reservation at a restaurant 

Most restaurant bookings are made over the phone.  If you wish to book via email, it’s best to send them a few days in advance. After all a ringing phone is always answered immediately, but not everyone leaves their email open all day. However, it is quite acceptable to send an email, and if you have problems or requests, it can be easier to explain in words, rather than over the phone.

Have a look at this model:

Making a reservation

Activity 1.

You have some very important clients coming to town. You want to book a nice restaurant that will really impress them. But they have some specialised tastes, so you must be careful which one you choose.

Sophia TrewlySeafoodChinese foodEgg25
Margaret ShoreVegetablesMeatNone41
Kevin SmithMeatNoneSoy32



Steakhouse Route 66


Hours:Mon-Tues: 5-10pm; Wed-Sat: 5-11pm; Closed Sunday

Steakhouse Route 66 is open with 4 chefs manning the stoves. The menu features prime, dry-aged, hand-cut, Angus beef, plus pork, veal, seafood, NJ produce, handmade pastas, classic desserts, and a children’s menu.

Ocean Blue Seafood


Hours: Mon-Sun; 12-4pm (lunch); 7-12pm (dinner)

Ocean Blue Seafood Restaurant features the freshest seafood in the desert. Our innovative dining menu showcases a variety of fresh seafood and flavourful steak dishes, complemented by our International Vodka Menu and award-winning wine list.

Lost Angel


Hours: Tues- Sat; 12-3am

Lost Angel features a stylish bar with excellent cocktails, fine wines and real ales; while the garden is a big hit in the summer months. At lunchtime, the restaurant serves up classics like steak and chips, plaice goujons and homemade burgers to a laid-back local crowd. In the evening, the venue is transformed into a decadent dining destination for friends, colleagues and couples with Head Chef Charles Buchanen offering dishes like confit duck leg and chilli and garlic prawns.



4. Follow ups and corrections.

Sometimes when you want to make a booking, some of the information may be incorrect or you may not receive a response.  In this situation, it may be necessary to write an extra email to either clarify information, or check that the recipient has received your mail.

Remember that when responding to corrections you need to be very apologetic and also let the customer know that they can ask any further questions of you.  Politeness is very important here. ( see sample answers). When responding to follow ups, the level of politeness and apology is dependant on whether you wish to continue with the contact.  How ever it is better to respond in a polite manner, in case you require the services of the contact in the future.

See these examples:

1. I note that in your response to my booking, made August 4th, reference number 2080a, that you have me travelling on the 24th of December, when I had written that I would like to travel on the 20th  of December. 

2. I received my receipt of purchase from your company this morning. However you have misspelt my last name.  It is Mr Molloy, not Mr Nolloy.  Could you please rectify this and resend me the receipt.

3. In your last email, you expressed interest in purchasing an apartment with us, however it has been several weeks and we have had no further contact.  We have had quite a bit of interest in this particular apartment, but if you contact us regarding a firm offer, I will be able to hold it for you.

4. We were talking about scheduling a meeting for this week, but I have heard nothing further from you.  Is there any particular day you would prefer?


Activity 1
Which of the previous examples are corrections and which are follow-ups?


Activity 2
Choose one of these follow ups and write a response.

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